NCAA, Dr. Harold Demuren
Air passengers who travel by one of the nation’s major airlines, Aero Contractors, have accused it of exploiting them, cancelling flights without notice or compensation.
Many of the passengers were irked by what they referred to as aloofness and with the intention to cheat, which the airline allegedly exhibits.
Many industry operatives and passengers who spoke to THISDAY said that among the many domestic carriers that operate from the new domestic terminal at the Murtala Muhammed International Airport, Lagos, known as MMA2, Aero passengers were always struggling with the airline’s airport officers on largely flight cancellations, refusal to refund fares and undue delays without prior notice.
Air passengers who travel by one of the nation’s major airlines, Aero Contractors, have accused it of exploiting them, cancelling flights without notice or compensation.
Many of the passengers were irked by what they referred to as aloofness and with the intention to cheat, which the airline allegedly exhibits.
Many industry operatives and passengers who spoke to THISDAY said that among the many domestic carriers that operate from the new domestic terminal at the Murtala Muhammed International Airport, Lagos, known as MMA2, Aero passengers were always struggling with the airline’s airport officers on largely flight cancellations, refusal to refund fares and undue delays without prior notice.
On Sunday, July 17, 2011, a passenger who was billed to travel to Abuja from Lagos by 11.50 a.m. told THISDAY that the airline cancelled the flight abruptly and was not ready to refund fare. Rather, the airline told the passengers to reschedule their flights for a future date.
The passenger told THISDAY, “The only reason I'm bringing this to your notice is because I believe you have the capacity to put this on public notice. That could help put a turn around on what's going on.
Aero Contractors cancelled their 11. 50 am flight to Abuja (Outright Cancellation). They had more than 120 passengers stranded simply because there was no alternate arrangement for these people.”
The passenger who was obviously angry, remarked that the airline always sell tickets to more passengers than its capacity, alleging that the airline charged passengers that bought tickets over the counter, outrageously, to compensate for low online fares.
“Now, the problem is that Aero will get people to book online to a capacity they can't accommodate only to collect exorbitant rates from desperate over-the-counter passengers which they now use to refund on-line passengers. Remember on-line passenger pays about 40 per cent- 70 per cent less than counter passengers.
The passenger who was obviously angry, remarked that the airline always sell tickets to more passengers than its capacity, alleging that the airline charged passengers that bought tickets over the counter, outrageously, to compensate for low online fares.
“Now, the problem is that Aero will get people to book online to a capacity they can't accommodate only to collect exorbitant rates from desperate over-the-counter passengers which they now use to refund on-line passengers. Remember on-line passenger pays about 40 per cent- 70 per cent less than counter passengers.
Upon receipt of N11,400, we are being asked to pay N29000 by other airlines. You may equally investigate this since am sending this mail before the 11.50 am flight. If I can afford it, what about those who can't?”
The passenger also said, “my worry is that, this had gone on for a while now and had not been put in check in whatever way. No sense of corporate responsibility to passengers.
I know Nigeria as a country has a lot of issues but must we go on as if no one
cares? No. Please let's help ourselves in this country of ours.”
Reacting to this allegation in a statement made available by the media consultant to the airline, a spokesman of Aero said, “ Our passengers who have booked and paid for tickets are processed at the airport on a first come basis, regardless of amount paid
“On pricing, our pricing model is demand-driven. The system is automated, and prices vary with demand. Aero closes counters 40 minutes to published departure times.
The passenger also said, “my worry is that, this had gone on for a while now and had not been put in check in whatever way. No sense of corporate responsibility to passengers.
I know Nigeria as a country has a lot of issues but must we go on as if no one
cares? No. Please let's help ourselves in this country of ours.”
Reacting to this allegation in a statement made available by the media consultant to the airline, a spokesman of Aero said, “ Our passengers who have booked and paid for tickets are processed at the airport on a first come basis, regardless of amount paid
“On pricing, our pricing model is demand-driven. The system is automated, and prices vary with demand. Aero closes counters 40 minutes to published departure times.
This is standard procedure. Once this is done, passengers’ waitlisted are attended to, if there are seats available. This is the policy and not a strategy. Customers who demand for refunds are given their refunds based on our refund policy.”
Due to many similar complaints at his table, the Director General of the Nigeria Civil Aviation Authority (NCAA), Dr. Harold Demuren, said he would investigate the exploitation and maltreatment of passengers by airlines.
Due to many similar complaints at his table, the Director General of the Nigeria Civil Aviation Authority (NCAA), Dr. Harold Demuren, said he would investigate the exploitation and maltreatment of passengers by airlines.
Culled from : Thisday Newspaper
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