2 July 2009
editorial
DELTA Airlines poor treatment of hundreds of its passengers heading to the US appears to be the standard practice for most foreign airlines that operate into Nigeria.
The passengers were stranded at the Murtala Muhammad International Airport, Lagos. The plane that was supposed to convey them developed a technical fault.
A passenger's telephone call to the Director General of the Nigerian Civil Aviation Authority Dr. Harold Demuren was what saved the passengers. Demuren ordered Delta Airlines to put its travellers in a hotel until it fixed the plane.
British Airways also has a long history of frequent disregard of the feelings of its Nigerian customers, especially with the less-than-acceptable standards of the conduct of their staff. British Airways cabin staff members are typically snobbish towards their passengers, Nigeria is its most profitable route and keeps the airline in business.
Delta Airlines has taken poor treatment of Nigerians to new levels, with not only in the conduct of their cabin crew but also in the general standard of services they provide.
For instance, planes that the Airlines put on the Lagos-Atlanta route are not the best. They do not have individual flight entertainment sets, which many people depend upon to break the boredom of about 11 hours of flight over the Atlantic Ocean.
Some of those planes would not have been allowed on other long haul routes. In the same way, the services it provides for its Nigerians passengers would not be acceptable elsewhere. Why did Delta wait for the intervention of the authorities to cater for its stranded passengers?
Emirates, for instance, in addition to its low fares still pampers passengers with food and drinks of all sorts on demand. Delta takes the dictum, "there is no free lunch in America" to a ridiculous level. Delta Airline's attitude to Nigerians is as if it is doing them a favour by providing a direct flight to America.
Nigeria is one of the biggest markets in the world and her citizens travel extensively. They maintain a heavy presence in the Diaspora, especially America. Why is Delta reluctant to give them good services?
Most foreign airlines, in their services, have adopted the poor attitude their compatriots have towards Nigerian visa applicants.
Nigeria Airways demise and the absence of a national carrier in its stead has left Nigerian passengers at the mercy of foreign airlines, some of which should not be permitted to operate anywhere for their exemplary disdain for their passengers and aviation regulations.
These practices are unacceptable. Our aviation regulators must insist that airlines that operate into Nigeria implement best practices for the safety, comfort and satisfaction of Nigerian travellers.
Poor treatment of Nigerian passengers has been going on for too long, and unpunished, that these airlines think they can get away with anything. So far they have.
The authorities should communicate their expectations to airlines with appropriate sanctions, and more stringent ones for serial violators.
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NIGERIANS MUST LEARN TO DEMAND RESPECT FROM DELTA AND ALL THE OTHER FOREIGN AIRLINES AND COMPANY DOING BUSINESS IN NIGERIA.THESE COMPANIES COME TO NIGERIA TO MAKE MONEY AND IF WE HAVE A SYSTEM IN PLACE TO FINE THEM WE WILL GET IMPROVE SERVICES FROM THEM. ITS NOT JUST THE AIRLINES THE OIL COMPANIES ALSO,NIGERIA MUST PUT IN PLACE INDUSRIAL STANDARD TO PROTECT HER PEOPLE FROM THESE FOREIGNERS WHO THINK WE ARE SOME UNEDEUCATED AFRICANS.
Instead of looking at the way the airlines treat the passengers why don't you consider the way the passengers treat the airline. Having worked as crew and flown all over the world I can say without hesitation that Nigerian passengers are the rudest and most ill behaved passengers I've ever come across. You demand for the treatment to be first world but the people act below third world. Well come to think of it Ii get words like please and thank you from most passengers from third world cities and they're never heard on a Lagos flight. Just demands like GIVE ME! and people pulling on your uniform. If passengers from Lagos want to be treated like the rest of the global community they should adopt the manors and customs of the global community. I've even talked to passengers from neighboring African countries and they are embarrassed at the manors of their fellow Africans from Nigeria. You talk about BA crew being snobby but you fail to mention the BA crew that was hijacked by Nigerian thugs on the way to their hotel in Lagos and that Lagos is the only city in the world I've been where crew have to be with armed escorts to and from the hotel and are not allowed to even walk into the city. Lagos has one the highest crew no show rates at most airlines. Which mean crew would rather effect their attendance record then go to your country. So if your community does not respect airline crews why should airline crews respect your community. Something to think about!
Instead of looking at the way the airlines treat the passengers why don't you consider the way the passengers treat the airline. Having worked as crew and flown all over the world I can say without hesitation that Nigerian passengers are the rudest and most ill behaved passengers I've ever come across. You demand for the treatment to be first world but the people act below third world. Well come to think of it Ii get words like please and thank you from most passengers from third world cities and they're never heard on a Lagos flight. Just demands like GIVE ME! and people pulling on your uniform. If passengers from Lagos want to be treated like the rest of the global community they should adopt the manors and customs of the global community. I've even talked to passengers from neighboring African countries and they are embarrassed at the manors of their fellow Africans from Nigeria. You talk about BA crew being snobby but you fail to mention the BA crew that was hijacked by Nigerian thugs on the way to their hotel in Lagos and that Lagos is the only city in the world I've been where crew have to be with armed escorts to and from the hotel and are not allowed to even walk into the city. Lagos has one the highest crew no show rates at most airlines. Which means crew would rather effect their attendance record then go to your country. So if your community does not respect airline crews why should airline crews respect your community. Something to think about!
I am not from the African Continent, but have travelled quite frequently to Nigeria using BA, KLM, Virgin Nigeria ,Martinair, and the former Nigerian Airways. So you can see how much I have used airlines going to Nigeria and for how many years. It behoves me whenever I am disembarking at Lagos how filthy the ailes, in front of seats are, littered with bags, blankets, you name it. I am appauled, to see how my black brothers and sisters leave these planes, almost like an upturned garbage bin. On my routes the western/south western routes, where there are blacks flying on planes, as we are not whites, one would NEVER see such filth on leaving a plane. On my last two trips to be frank with you, I really wanted to ask a question of the airlines personnel, but left it alone as it was a bad reflection as another black person. So before asking the airlines to do their part, YOU ALL MUST DO YOURS. The personnel are not your servants, they are there to assist you. As far as baggage is concerned, I have often wondered what is really going on. In my world one uses suitcases, not what is carried as luggage. I suppose "TO EACH HIS OWN'. COMMON BLACK MAN/WOMAN TO DEMAND RESPECT YOU HAVE TO GIVE IT OR TO EARN IT. ARE YOU DOING SO RIGHT NOW/
Thank you for your candied editorial opinion on the subject. As a frequent trans-Atlantic traveller for many years, I agree with your assesment of the Airline issue. Every airline that services the Atlantic route to Nigeria seems to have taken their cues from British Airways and KLM.They seems to have taken customer services to a new low. We should however take time to aknowledge and commend the efforts of Virgin Atlantic Airlines and Emmirate. These two seems to understand that good customer Service- with emphasies on SERVICE is an important aspects of their business. Kudos also to the Nigeria authority for making Delta comply with their obligation to their passengers. We need people like that on the consumer side. On a different note, I want to use this forum to address my fellow travellers on these route - There is a an acceptable code of conduct/behaviour while travelling on long trips. If the cabin crew does not want people gathering around the bathroom entrance area - There's probably a reason for this. There need not be an argument on this issue. If they can only provide you with one plate of food/ one bottle of wine in economy class, but you feel you need more! - bring yourself some extra food and wine next time -You can buy this in-flight or right after you clear security. Carry-on luggage weight!I struggle with this one myself:Rules are confusing, inconsistence - varries from airline to airline and from country to country. I tried to ask ahead of time from as many people starting from my travel agents to the airline representatives themselves. Explaine your case as politely as you can- usually they will make moderate accomodation for you. These are just my opinion - Happy trails, May all your journey be safe, May all of your destinations be welcoming. miclow99