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What Nigerian airlines can learn from British Airways

Onome Ohwovoriole by Onome Ohwovoriole
May 30, 2017
in Business News
British Airways says its operations would continue as scheduled

British Airways Fleet

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British airways has confirmed that flights to Nigeria have resumed after a worldwide systems collapse led to cancellations of several flights around the world. The system crashed affected flight plans across the world and is thought to have cost the airline hundred’s of millions of pounds.

British Airways has responded quite quickly to the debacle and explained that they have or are planning to put in place the following measures to cushion the disruption in service:

  • The airline would be willing to refund passengers who would want to terminate their scheduled flights.
  • The airline is in touch with passengers to keep them informed of the latest developments as they unfold.
  • Heathrow airport has continued to provide stranded passengers water and snacks.
  • The airline has asked customers to follow its websites and twitter handle for updates about flight schedules.

While British Airways, has kept customers informed through calls, sms and other communication platforms, Nigerian airlines do not bother doing same.  Email and sms notifications of flight cancellation or changes are often absent. Where they are sent, it is too late to make a change. Sometimes these notifications are not sent, despite charging customers for them. Many Nigerian airlines, use their social media handles to push promotions, often ignoring complaints from customers. In some cases, the handles are not active.

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BA has also catered to passengers who are stranded at its Heathrow and Gatwick terminals by providing water and snacks. Nigerian airlines do not offer such customer care. Airline staff pack up their equipment and close their counters. This leads to passengers attacking them, as was witnessed recently with Air Peace.

BA has freely offered refunds to customers who would want to terminate their scheduled flights. Nigerian airlines prefer charging a fee for this, even when the cause of the cancellation is from their end. Sometimes refunds take a day or two to process, making passengers have to spend additional money to book another flight immediately.

BA has also given customers the option of re routing their flights. Nigerian airlines do not have such services, preferring to cancel the flight .

British Airways was established in 1974, and is the largest airline by fleet size. The airline yesterday cancelled all flights from its Heathrow and Gatwick bases as a result of an IT glitch. The company made revenues of £11.2 billion in 2015.

Onome Ohwovoriole

Onome Ohwovoriole

Onome Ohwovoriole has a degree in Economics and Statistics from the University of Benin and prior to joining Nairametrics in December 2016 as Lead Analyst had stints in Publishing, Automobile Services, Entertainment and Leadership Training. He covers companies in the Nigerian corporate space, especially those listed on the Nigerian Stock Exchange (NSE). He also has a keen interest in new frontiers like Cryptocurrencies and Fintech. In his spare time, he loves to read books on finance, fiction as well as keep up with happenings in the world of international diplomacy. You can contact him via onome.ohwovoriole@nairametrics.com

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Comments 2

  1. anodebenze says:
    May 30, 2017 at 5:00 pm

    What happened to you nairametric, are you in recession ?Dear onome you maybe right but the truth is that britsh airways did had a monopoly on certain desitination london have two airport or three now or four now. the 2 main airport serving London the cormercial and political capital is hethrow and Gatwick,.british airway have no competition from any british airline for many years.THEY SECURED VIABLE AND PROFITABLE OTHER DESTINATION.NO OTHER BRITISH AILINE CAN OPERATE FROM HETHROW,if you try the govt will block other airline.if you want to fly to new York that is not british airways,you better use Manchester or Gatwick.
    Teathrow have almost everything underground connection serving a 7 million british people.there is a call to expand the present hetrothrow with another runway .now we sees the problem that is facing us Nigerians.we borrows idea from others foreigner,and we never asks can it works in nigeria WE FORGETS WHO WE ARE.THAT EACH PERSON IS UNIQUE AND DIFFERENT FROM ANOTHER.this is what facing us for 30 yrs in nigeria

    Reply
  2. sesan4jah says:
    June 2, 2017 at 8:45 am

    To whom it may concern

    I booked and paid for a two way ticket online on the 25th march 2017 for
    two passengers from lagos to portharcourt for 13th april 2017 to return on
    the 16th april, 2017, five (5) days later i got an sms that the flight
    going to portharcourt on the 13th april has been cancelled due to
    operational reason, immediately i sent a mail to their admin for refund and
    they requested for the transaction details and they acknowledged that the
    refund is been processed and that the refund will take 3-6 weeks.

    Then i decided to visit their office on opebi road to express my feelings
    and the inconveniences they’ve caused me, getting there i was told by the
    staff who attended to me that the return flight has also been cancelled
    which i didn’t get any notification as to that effect, then the staff
    initiated the refund for that as well and informed me that i will get the
    refund in 3-6 weeks from that day and the staffs were boosting that their
    refund policy is clearly stated on their website to refund within 3-6
    weeks. so i patiently waited for the refund but as i speak, i haven’t got
    any refund or information from the organisation.

    After i left their office that day, i decided to find out reasons why the
    flights were cancelled only to discovered that First Nation have not been
    flying to portharcourt in a while and they kept their online portal active
    to scam and take people money and afterward send messages that the flight
    has been cancelled.

    *This is absolutely a fraudulence act, total corruption, we cannot allow
    this to continue in our society*

    Please am crying out to the appointed government bodies to look into this
    deeply as soon as possible.

    Warm regards
    Sesan Jigan

    Reply

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