British Airways, (BA) flag carrier of the United Kingdom, has been accused of offering ‘below standard’ services on Nigeria route as against what it offers on other routes.
A frequent traveller on British Airways wrote to BusinessDay expressing his dissatisfaction with the food, on-board Wi-Fi service and old aircraft used by the airline on the Nigerian route.
The traveller who craved anonymity alleged that the airline only offers these low standard services on Lagos –London route while services on Houston, Canada are better.
However, Kola Olayinka, British Airways Commercial Manager for West Africa debunked some of the traveller’s comments, stating that BA prides itself in serving its customers and will stop at nothing in achieving this at all time.
The traveller who titled his complaint, ‘Memoir while in flight BA to LOS en route London Heathrow’ disclosed that during one of his flights on BA out of Nigeria, Wi-Fi worked on air till London and flights to Houston (BA 195) and other flights Interchange to American Airline, Wi-Fi also worked through out to Houston.
He continued: “Internal flights (American Airlines) had Wi-Fi all throughout and better services. Wi-Fi also worked on international flights US to Canada (American Airlines 1804 & 2942). However, BA Canada to London – Wi-Fi never worked. And I do not know why.
“For BA075 from London to Lagos, plane was just too old -fashioned, no USB port compared to slightly sophisticated fleet (BA 092) used for the Canada to London route.
“Just one hour into the trip: Nigeria Customs Form was being distributed. We did not see them in other countries upon entry. For Lunch in BA 075, there was no salad not vegetables but jollof rice and stewed chicken. The entertainment (TV system) took more than one hour to reset. I have not experienced this in any international flight. Definitely there will be an apology or earlier notification. I think it was just a norm for them on this route!!”
The unsatisfied customer went on to explain that the BA075 old fashioned plane had an in-flight map not too different from Virgin Atlantic it flew to Botswana in 2006.
He further explained that the map just shows overview of destination in view and some nearby countries and cities and the features could not show 3D. (insert pictures). “But the in-flight map in the BA092 (I flew Canada to London) had digitalized on-site 3D map, rotating and showing all angles, nautical miles, nearby cities (and relative distances, as the plane trudges on).
“The plane had no USB port unlike other 21st century planes owned by BA, and other International and local airlines. It is only Nigeria that such plane could be allowed to fly to (as an international flight) and no one will blink an eyelid. What a shame!!!
“For more than four hours of flying (and close two hours to destination), no Wi-Fi services (and not in view). I do not think such an international plane will be allowed into UK, US, Canada, Asia and the rest of the developed worlds, even Kenya, Ethiopia, Ghana, not to talk of South Africa. Nigeria needs to wake up,” the traveller stated.
He stressed that Nigeria needs to appraise itself, its standard, relationships, laws and compliance, external remand international relations.
He concluded by stating that it is a shame that BA could insult Nigeria to this level and demeaning that Nigerians will accept such treatment.
In response, Kola Olayinka said BA offers WIFI on selected flights only as its aircrafts are being enabled for WIFI progressively.
He stated that for the traveller to say BA did not have WIFI, It may well be that the particular aircraft in question did not have WIFI installed.
“I have personally been on a couple of flights out of Lagos with WIFI!” he added.
Speaking on usage of old planes Olayinka said, “We do not fly specific aircraft to Lagos. The same aircraft that comes to Lagos goes on to fly to New York or to Houston as the case may be. We currently fly a remodelled super High J 747 with configuration of 14F, 86J, 30W, 145M. (Lagos) This is a fairly newly-modelled aircraft with modern and most updated inflight entertainment with over 40 Channels and over 100 movies to watch.
On allegation of food, the carrier’s commercial manager said the airline offers variety of meal selections on board including some very popular Nigerian cuisine like Jollof rice, plantain amongst others.
He however admitted that individual choices may sometimes be limited or unavailable as it is difficult to satisfy about 300 passengers on board with specific and detailed requests.
“Custom forms are provided to airlines by the Nigerian authorities and it is to regulate inflow of FOREX from abroad, anyone flying in to Nigeria with over 10,000 dollars is required to fill these forms, there is no way the gentleman could have seen these forms on Houston flights as it is only a Nigerian government requirement for arrivals into Nigeria,” he stated, while responding to the traveller’s complaint on custom forms.
