Aero, Arik, Dana are most preferred domestic airlines

Although the Nigerian domestic aviation industry is currently experiencing a period of rapid growth, in terms of passenger traffic and the number of industry players, a recent survey has revealed that many passengers are often left dissatisfied with their travel experiences.

However, Aero Contractors (39 percent) and Arik Air (34 percent) were the most popular airlines. Dana Air was rated third (10 percent). The reasons cited for these selections were Aero’s affordable ticket pricing, Arik Air’s high safety standards and Dana Air’s prompt flight departures and arrivals, as well as good quality of service.

Titled “The 2015 Domestic Aviation Industry Customer Satisfaction Survey”, the report, prepared by Phillips Consulting Limited, involved an examination of the industry, with a view to determining the perceptions, expectations and experiences of domestic air travellers.

The survey was carried out between May and August 2015, in the midst of a growing focus on the industry, occasioned by the Federal Government’s recent confirmation of its intention to set up a new national carrier. While some stakeholders are welcoming of the idea, others remain unconvinced about its feasibility and relevance to the country at this particular time.

The survey highlighted general trends in domestic air travel, as well as the airline and airport experiences of travellers, effectively producing a complete picture of the recent experiences of the domestic passengers.

Based on the results, most respondents (69 percent) have travelled within the last year, with 58 percent having done so between one and five times. Unsurprisingly, the vast majority (94 percent) fly Economy class, while only 6 percent are Business class travellers.

In terms of booking preferences, the most popular method is online booking via the websites of the airlines. This highlights the rising adoption of the Internet and web-enabled devices in the country to perform many day to day tasks and transactions.

However, several challenges are frequently experienced with this method, such as unstable Internet connections, inconsistent ticket pricing and online payment difficulties.

Expectedly, the majority of the survey respondents (81 percent) currently check-in over the counter, as opposed to checking in online (19 percent). However, it was inferred that the latter figure would increase significantly if online check-in options were offered by more carriers, and if this online process served as a valid alternative to the compulsory physical check-in procedure at the airport counters.

Respondents were also asked to name their preferred and least preferred domestic airlines, of the nine operating carriers (Aero Contractors, Air Peace, Arik Air, Azman Air, Dana Air, Discovery Air, First Nation Airways, Med-View Airlines and Overland Airways).

Surprisingly, Arik Air (31 percent), Dana Air (23 percent) and Aero (20 percent) were also listed as the three least preferred airlines. The reasons cited include Arik’s high ticket prices, safety concerns about flying with Dana Air, and the high rate of flight delays and cancellations by Aero Contractors.

When respondents were asked what influenced their choices, “affordable pricing” (23 percent), “high safety standards” (22 percent) and “good quality of service” (21 percent) emerged as the three most important factors. On the other hand, when asked why they avoid certain airlines, “a high rate of flight delays and cancellations” (21 percent), “poor quality of service” (20 percent) and “low safety standards” (17 percent) were revealed as the biggest pain points.

On a positive note, the survey highlighted that respondents were satisfied with the staff (quality of service, appearance and courteousness shown to passengers) and in-flight amenities (airline meals, cabin cleanliness and seat comfort) of their preferred airlines. Notably, customers of Dana Air and First Nation were the most satisfied with these factors, respectively.

Respondents were also asked to assess their most frequented airports, based on accessibility, check-in services, safety and security measures, ease of navigation and availability of critical facilities. Generally, frequent users of Terminal 2, Murtala Muhammed International Airport (MMA2) and Mallam Aminu Kano International Airport were often the most satisfied, in terms of the availability and/or effectiveness of these service features, while those of Benin Airport and Port Harcourt International Airport were especially dissatisfied.

According to the report, “most were satisfied with the ease of access to, from and within airports, but were dissatisfied with the availability and costs of using luggage trolleys”. In addition, 75 percent expressed satisfaction with the efficiency of check-in staff, although some were critical of the waiting periods at check-in counters. A particularly displeased respondent stated that, “There is a need to deploy automated check-in systems at airports, for easy data capture and improved efficiency”.

Harrison Edeh