Time for Nigerian Airlines to Look Inward

Time for Nigerian Airlines to Look Inward

By Baba Isimi FNIA

The recent wave of criticism targeting passenger behavior on Nigerian flights tells only half the story. While there’s no excuse for unruly conduct by travelers, the aviation industry must also confront its own shortcomings in staff training and service delivery.

The reality many passengers face tells a different story from the media narrative. Countless travelers endure poor service from ground staff who are often inadequately trained, sometimes outright rude, and frequently unable to handle basic customer service situations professionally. Well-trained staff can diffuse tense situations, but when personnel lack proper training, minor issues escalate into full-blown conflicts.

This isn’t about making excuses for bad passenger behavior. It’s about recognizing that the quality of service directly influences the quality of passenger conduct. Airlines that invest in proper staff training – particularly in customer service, conflict resolution and communication – consistently see fewer incidents and better traveler experiences.

The current focus solely on passenger misconduct misses this crucial point. For every viral video of a passenger acting out, there are dozens of unreported instances of passengers enduring poor service with remarkable patience. But even that patience has limits.

Nigerian airlines must take responsibility for their part in this equation. Comprehensive staff training programs, strict professionalism standards, and better working conditions for airline employees would go a long way in improving service quality. When staff are properly trained and treated well, they perform better – and passengers respond accordingly.

The path to better air travel experiences in Nigeria requires accountability from both passengers and airlines. Continuing to blame passengers while ignoring systemic service issues helps no one. It’s time for Nigerian airlines to look inward and address the service gaps that contribute to these conflicts. Only then can we hope to see real improvement in our aviation sector.