Director-general and chief executive officer of Consumers Protection Council (CPC), Babatunde Irukera has blamed airlines for not having the appropriate mechanisms for passengers to call in and have complaints resolved.
Irukera who made this known recently at the 22nd Annual Seminar organised by the League of Airports and Aviation Correspondents (LAAC) held in Lagos noted that regardless of all these challenges airlines are facing, it is important the carriers measure their responsiveness and sensitivity indexes with respect to their consumers.
In a chat with journalists after delivering a paper at the seminar, titled: “Boosting Confidence and Increasing Traffic in Aviation-A Passenger Perspective” the CPC DG said: “What I seem to be hearing from a lot of the airlines is that there are challenges on how they do their work, infrastructural challenges, regulatory bottlenecks. But what was clear to me and what I conveyed to them is, regardless of all these challenges, I think that airlines have to measure their responsiveness and sensitivity indexes with respect to their consumers. One thing is that they don’t even have the appropriate mechanism for people to call in and have complaints resolves.
“As a matter of fact about a week ago, I sat in a meeting with Nigerian Civil Aviation Authority NCAA and airline operators, obviously the meeting was a collaborative meeting on how to address consumer issues in the industry.”
He also said that the consumer issues are primarily soft infrastructure issues. He equally added that airport and the airside or the terminal side experiences are vital to consumer experiences because if you have the best airports but there are poor responsiveness, then consumers will still be displeased.
Advising the airlines on customer services, Irukera said, “Airline industry is one place where you can easily satisfy consumers. Nobody wants to fly when it is unsafe to fly, so if there is a delay for a legitimate safety reasons, consumers will actually appreciate that.