Customer dissatsfaction in Nigeria's airline industry
Mixed reactions have continued to trail the operations of most domestic airlines in the country as the question in the lips of many is: are passengers at the mercy of the domestic airlines?
An Investigation conducted by MARKETING EDGE to find out how passengers are treated at the various airlines brings to the fore the many experiences consumers of aviation services go through daily at the airports.
MARAKETING EDGE observed, for instance, that at most airlines’ counter particularly when the terminals are filled with passengers who are jostling for tickets to travel to their various destinations, tension heightens and ticket sales agents become unfriendly and treat passengers with scorn.
Apart from the unruly behaviours of some staff, sometimes, there could be situations beyond the airlines’ control, like cancellation of flights due to bad weather or the scarcity of aviation fuel that could put the airlines on the war path with the passengers who always feel shortchanged by such hitches.
Situations like this often leave the passengers at the mercy of the airlines who in turn may or may not render apologies or pay compensation for such breaches.
Often, the airlines are always in win-win situations as, even when there is a breach on their part, there is no sense of remorse, and it is worse for the passengers when they fail to meet their own end of the bargain, like missing their flights, such travelers are penalized by being fined.
Also, when a passenger wants to change his or her flight, he or she must pay certain amount before such changes could be effected.
Most times, it is difficult for airlines to make refunds when there are issues of flight cancellations or delays as passengers are left to bear the pains of the airlines’ poor services.
However, it is not all tales of woes for the passengers as one of them, Mr. James Okoro, spoke of his experiences at one of the Medview Airline counter, adding that he preferred patronizing the airline because of the staff’s courtesy, sincerity and dedication to duty.
Okoro however, agreed that at some points, passengers could be at the mercy of the airline operators like in situations where there could be fewer airlines in operation. He added at such moments, the few operating airlines increase their fares to the detriment of the passengers.
He further said that airlines sales agents could be rude to passengers when they are under pressure to meet the demands of both their employers on one hand and the passengers on the other hand.
He said:”Ticket Sales Agents at the airlines’ counters, particularly at Dana Air and Medview, when pressure is much on them and the crowd is much, they tend to be less patient and this often put them on the war path with passengers who are always eager to get booked. However, aside this period of tension, the agents of such airlines are always friendly and ready to assist passengers.”
“If I want to speak, for example, Dana Air and Medview airlines treat their passengers very well both at their counters and onboard services. Their on-time departure and low fares are attractive” Okoro added.
Also, another passenger, Mr. Ime Akpan corroborated Okoro’s observation, saying that his experiences with ticket sales agents were pleasant as they were as they polite, friendly and fast.
He said:”I have not had any bad experience at the airlines ‘counter before. But for onboard services, I will say that Dana Air has good passengers’ treatment. In fact Dana Air is about the best airline with good onboard services.”
RECOMMENDED ARTICLES
Comment
No comments found.