Tuesday, 22 May 2012
Arik Air Response To Mr. Akaninyene Inyang’s Report On SaharaReporters
Arik Air
By Keelan Morris
We at Arik Air are deeply saddened to have read the recent report (“My Arik Air Flight Nightmare”) posted on Sahara Reporters by a passenger that was due to travel from Lagos-New York on 5 August 2010 – especially given the basis for this article is erroneous at best and at worst, fabricated.
This maligned article has caused much damage to our image and the perception of our customer services at Lagos airport. It has also been a great regret to see so many threads purpoting to be in support of this baseless piece.
At Arik Air, we have prided ourlseves on setting a new standard in international and domestic travel and our front line customer serving staff have to manage many varying incidents (including, sometimes, abuse) at the hands of aggrieved passengers. Whether rightly or wrongly, the premise for this aggrievation, we do not tolerate either abuse towards our staff or the destruction of Arik Air property as was the case in this incidence.
Mr Inyang’s report has received wide spread coverage and viewing and we felt that we could not allow our reputation to be tarnished by one side of the story. The following is a statement of facts as we have gathered from relevant personnel present on the day and as presented to security and airport authorities.
On Thursday 5 August, airport staff at Lagos Mutala Muhammed International Airport were informed that the outbound Lagos-New York, JFK flight was to be rescheduled for the following day (Friday 6 August) and to depart 18.00. Over 100 passengers were affected by the delay in the schedule and all passengers en-route for the flight were informed via a text message, as is our standard policy. For those passengers that were in transit and who needed accommodation, every effort was being made in a difficult situation to arrange for overnight stays.
It was during this time that a number of gentleman began to cause a commotion and grew aggressive against our Station Manager, Ms Adaobi Obialo-Molokwu (who has been unfairly named and besmirched by these allegations). Ms Molokwu deemed it necessary to move passengers from the Arik office to the airline’s counters in the departure hall. At this point Mr. Inyang threatened to damage Arik property if his request regarding accommodation was not satisified immediately, despite there being other persons in the same situation having to be accommodated as well.
The station manager felt Mr Inyang’s behavior to be of such cause for concern that she called Federal Airports Authority of Nigeria (FAAN) security to assist in removing the increasingly intolerant passenger from the office. Mr Inyang proceeded to attack one of our airport female staff, who is pregnant, and caused $1,190 worth of damage to the interior of the office facility by breaking two computers and the office glass surround.
Ms Molokwu briefly left the office to inform Arik Air senior management who felt the severity of it required police intervention. When she returned she was told that many of the people that were causing the disruption had left the airport and she proceeded to give a statement on the incident in front of FAAN head of security, police in Tango City and Arik Air security personnel.
The following day (6 August), security requested that Ms Molokwu identify and inform them when the passenger came for check-in for the flight to New York. When Mr Inyang approached the check-in counter with his daughter, Ms Molokwu alerted security who pulled Mr Inyang aside. He requested for his baggage and was taken to the Tango-FAAN crime office. FAAN personnel then approached airport staff some hours later to inform them that Mr Inyang would provide a guarantor to make the payments for which he was directly liable for in one week’s time.
Twenty minutes before departure of the flight, FAAN personnel called Ms Molokwu to inform her that the passenger would pay the full amount in order to make the flight. Ms Molokwu went to the Tango-FAAN crime office to receive payment and she made it clear that his actions had made him a potential security risk and we were well within our rights to refuse travel. Nevertheless, Ms Molokwu agreed to let him travel on the flight and called the airport staff at 17.58 to try and hold the departure in order to ferry Mr Inyang and his daughter to the airport.
Ms Molokwu received a call back saying that the Captain was unable to delay the flight any further. The passenger was informed of this and told that provision would be made for him on the outbound Sunday (8 August) flight.
My Inyang did not appear for the Sunday flight.
Our guests are the utmost priority at Arik Air and, as such, it has been unsettling to read such a report from Mr Inyang. Our staff are also a priority and we do not accept this type of behavior or view it as even close to a reasonable reaction during what was an undoubtedly frustrating occurrence.
We hope that you will view this report as a more balanced and transparent counterweight to that which has been thus far presented. Our mission is to set a new standard of travel for the people of Nigeria and we have been committed to this from day one and we will continue to be unstinting in our resolve to maintain these standards.
Arik Air Corporate Communications Office
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Lost Luggage,
Submitted by Oluyinka Emmanuel (not verified) on April 27, 2012 - 07:30.
AHL/DPR File Reference: LHRW3 ... XH476388
I return with Arik Air from Lagos to London Heathrow on Thursday, 19th April 2012 with one of my luggages left in Lagos by the Airline.
This was delivered on the Monday, 23rd April 2012 visibly ripped and opened. I refused to sign for the luggage until the currier accepted that I can take photograph of himself and the luggage in its condition. I have forwarded the photographic evidence and complaint to the ukcustomerservices@arikairint.com but yet to receive an acknowledgement.
I have made several calls to customer services but have been directed from one number to the other. I am yet to speak to any responsible officer. While I do not consider this as a campaign against Arik Air, I am one of the thousands number of Arik Air loyalties to have a negative experience.
Am still waiting to be directed in pursuit of my luggage lost claim
Thanks
Arik sucks
Submitted by Garba (not verified) on January 13, 2012 - 02:15.
My friend convince me to take Arik instead of my favorite,dat was my first time and they disappoint me! I can't even encourage someone to take d flight because they play wit me. I thank delta dat wipe off my tears.
Sad to see Arik fail cont.
Submitted by Tomi (not verified) on December 7, 2011 - 19:36.
So my mom's trip -What happened here? Her luggage back was left in NY cos the flight was too full?! she ended up staying in Lagos 3additional days, delaying her project. Thankfully she received her bags on Thurs. I understand that thing happen, lets not deny that we are all human, but common! it really would have been better to find out her luggage was mistakenly left behind than intentionally- I saw people checking in 8-10 bags and i hope to God that those 10bags didnt arrive while my mom's bag was left behind - A reasonable customer relationship practice would be for Arik to let people with numerous bags know that there is a chance some of their bags will not arrive with them- Make sure everyone get their 2 original bags -i mean, what if the person is catching a flight to Ghana or Abuja upon Arrival- what if the person has a pressing issue where items in the bag are of critical importance? -well, thats my 2cent - btw my mom will be extending her stay and i think it should be on Arik
Sad to see Arik fail cont.
Submitted by Tomi (not verified) on December 7, 2011 - 19:27.
Before my 2nd trip with Arik, a friend of mine took Arik air to Nigeria and complained about customer service- she said the host that attended to her was very rude and concluded that she wont take Arik air ever again - (a bit quick to absolutely rule an airline out cos of one negative encounter with one host IMO- but then maybe its just me) - My 2nd experience with Arik.. uhmm- besides the fact that their movie selections were still the same from the previous year and the food OMG SUCKED! Everything else was ok, and i def wouldn't rule an airline out cos of those two minor things- it would be proper for them to improve on them though - (oh the curry lamb ewwww! - the jollof rice we had on our way back was actually pretty good or maybe i was just too hungry) my friend said they were served rice and egusi on their way back (really arik- ok just FYI- pls scrap egusi, efo form your menu, stick to the simple stuff cos people are usually not comfortable eating the complicated stuff outside)
Sad to see Arik fail cont.
Submitted by Tomi (not verified) on December 7, 2011 - 19:24.
My experience on 1st flight with Arik, wasn't above or beyond i thought was quite smooth - I noticed many customers complaining because we had to take a shuttle to board the plane and i recall it was after a really bad snow storm - i just kept wondering why our people just couldn't exercise a bit of patience. I do not mean that customers should not voice opinion and complaint, but i believe people should put situations in context and try to be a bit tolerant -that about sums up my first experience-
cont
Sad to see Arik fail
Submitted by Tomi (not verified) on December 7, 2011 - 19:15.
Wow!
Its so sad to see how badly Arik is managing its customer relationship. When i first learnt of Arik, i felt they had competitive advantage because of they had an edge. A few reasons why i chose Arik on my second Trip to Nigeria was
1. i had a really bad experience with Lufthansa on my first trip to Nigeria after about 12yrs- i was stuck in Germany for a day and Lufthansa did not provide as form of compensation - i had to pay for my hotel and all. so i was willing to give another airline a trial
2. Arik was affordable
3. Direct flight helps to maximize time especially since trips to Nigeria are usually during short breaks and the fact that they fly overnight helps even more
4. Call me cheapo but i love the luggage allowance
I really didnt mind the drive to NY just to take Arik cos of these advantages although i have an airport jst about 15mins from home in NJ
RE : ARIK EXPERIENCE
Submitted by Anonymous (not verified) on October 25, 2011 - 15:18.
I have heard what many have said about Arik. To be sincere i just had an Arik flight experience, it was ok. However i had issue with the lady at the Silver bird galleria she is so rude that i had to leave the place for park and shop centre. The lady acted as if we was forced to work. at first i was offended but later realised that a staff is a representation of a company. i began to have other view to the issue. Staff morale is low, threat at work and insuecurity etc may be the root cause of these reactions. ARIK need to reposition the airline in time or they will lose customers!!!
ARIK AIR- AN EXPERIENCE YOU
Submitted by Anonymous (not verified) on October 24, 2011 - 15:38.
ARIK AIR- AN EXPERIENCE YOU WOULD NEVER WANT TO FACE!CHEATING,CANCELLATION,DECEIT,RUDENESS,UNPROFESSIONALISM,POOR WORK CULTURE,INEXPERIENCE,CHEWING MUCH MORE THAN THEY CAN SWALLOW.EMPLOY A GOOD CONSULTANT TO OVERHAUL ARIK AIR IT SUCKKKSSS AND EVERYONE KNOWS
Should I go with all the responses?
Submitted by Peter (not verified) on August 4, 2011 - 02:37.
Am thinking of booking a ticket from JFK to Lagos on Arik but reading all the comments and 99% are actually negative and very discouraging. Should I still go ahead because Arik is actually cheaper than all others like Delta, Quatar etc?
Arik is a mistake!
Submitted by Anonymous (not verified) on June 17, 2011 - 18:25.
im an arik staff and i must say that whatever defence the air line is comming up with is baseless.there is no smoke without fire. they treat we the staff who generate revenue for them very badly how much more a passanger. this airline is a nightmare. im still here bcos i've not gotten another offer. if my name appears on this post beleive me i'll lose this crazy job im managing without investigation. . . PLS Pray for us
Reply for Mr Umar's mail
Submitted by Paul (not verified) on May 1, 2011 - 19:41.
Dear Mr Umar, sequel to your mail with regards to double deduction via internet transaction, several issues of yours had been heard of and were kindly adviced to get their account statement remmitted to their bank for reversal, as no money has been credited to Arik.
Sir,you could as well give this a trial for the sake of retrieving your money.
best regards
The Arik Shame
Submitted by omo odua (not verified) on April 10, 2011 - 22:27.
I almost paid for a trip to Lagos from United States, I then decided to check out feedbacks on the airline. THANK GOD,I NEVER DID.
Refunds for flight overpayment to tune of N78,372
Submitted by Umar Pretoria, South Africa (not verified) on March 28, 2011 - 01:47.
Attention: Arik Air. The Internet debit payment option that I used for my wife's flight from Nigeria-South Africa showed that my money on GTB Naira Master (i.e.Debit)account was deducted twice, from my card. Not more than 5minutes after, It happened, I wrote Arik via email:(info@arikair.com), Uptill this moment of writing, I am yet to get any response from Arik Air staff or management since Wednesday(23th March, 2011). I have forwarded all transaction details sameday to Arik. No response yet. Pls. can anyone out there, link me to Arik centre or their emails to settle my refunds. promptly, pls. I don't want my issue to be like another: "Mr Inyang's-Arik Case". Thank you.
@ opinion, pls KEEP UR OPINION TO YOURSELF.
Submitted by Felicia Umoh (not verified) on March 21, 2011 - 23:49.
As for me and my household,we shall avoid ARIK like the plague that it is.
Since your brains function faster than the over 700 comments since the initial posting about arik make sure you are well rounded in preparation for when arik dumps your belongings in the middle of nowhere.
Nigeria can't move forward
Submitted by my opinion (not verified) on March 14, 2011 - 12:16.
It is very sad, I have been on an arik flight from
London that was cancelled, we were given accomodation
And fed. Yet my people complained. Because it was a nigerian
Airline, they insulted crew and staff, when we finally
Took off and was 2hrs from lagos I was ashamed of the way
People started behaving, 1 even said we r in lagos now
So I can do what I want. Will BA cancell a flight and any of
You louid mouths will harrass the staff. Last week BA left over 200 people in algeria no food or water, my people behaved themselves oh, if dat was Arik it would have been
Headlines. Like someone said in a previous comment, if
A flight is cancelled don't you think its for our own good
No airline would want to incure more cost by cancelling
Flights when they would have to accommodsate and feed people
Let's be sinsere to ourselves the biggest problem you
All have withg arik is dat its Nigerian. Cause I don't see
Any 1 complaining about rube BA staff that I've had my fair share of, or when klm leaves us at a layover for 9hrs
Arik like any organisation have areas to work on, I will fly them if need be cause they can only get better by experience
I know a few that their fingers are fastter than their brains will have something to Say about this post, go ahead
This is my opinion!!!
Are we sure that Arik is a
Submitted by leke williams (not verified) on January 14, 2011 - 12:14.
Are we sure that Arik is a business established to generate profit for the owners or a pipe for laundering stolen public funds by former government officials
WHY R U GUYS STILL FLYING ARIK
Submitted by Anonymousx (not verified) on January 7, 2011 - 18:08.
Why are you all still flying that wreak called arik. Its not as if they are cheaper. The keep cancelling flights, do not land at T5, so whats the point?
WATCH OUT FOR POLL
Submitted by Nigeriapollsdotcom (not verified) on January 6, 2011 - 01:33.
Watch out for the polling result on related topics on www.nigeriapolls.com.
Visit. Browse. Participate. Your opinion will count.
Follow us on twitter @nigeriapolls.com
No one has anything good to
Submitted by Akin deji (not verified) on January 5, 2011 - 23:16.
No one has anything good to say about Arik airline, Everybody cant be wrong moreover i have had my own share or rude and uncourt attitude by Arik staff. and i ve heard people complain a lot about their heathrow ground staff. I fly BA and wont take rubbish after paying my hard earned money just because i want to patronise a local airline. BA is still a million times better.
THE PUBLIC RELATIONS OFFICER IS IRRITATINGLY IGNORANT!!!
Submitted by Bluntspeech (not verified) on December 14, 2010 - 13:27.
The management of your airline should be sacked!!! infact who is the stupid professor that taught you in your university years (that is if you even attended)that public relations is practiced this way! how can you be so dumb?? in other to find out the facts of the matter you shouldnt ask a personnel of your airline in the first place you dumb!! cant your common sense allow you to call both parties and get the facts of the matter? instead u heard from one person who is not even a passenger and you open your big mouth making irritating comments and the worst part in the media!
listen to me you dumb!! in public relations you should first find out the facts of the matter then organise a press conference and apologise to those affected and other customers who already have intentions of flying with you and then make any compensations if necessary!!! nw get this into your empty head!!
u r bloody liars. and you
Submitted by Anonymous (not verified) on October 19, 2010 - 15:46.
u r bloody liars. and you shall be dealt with.
u treated that man n his kid unfairly. you pple need to retrain ur staff. only when you see a prominent nigerian u put up ur best character. vermin!!!!!!!!
that woman should be sacked
Unfair treatment
Submitted by Chris Okoye (not verified) on October 18, 2010 - 13:08.
I have got my own share of unfair treatment and disappointment with Arik Air last month.
My Flight from Heathrow - Lagos was scheduled for 10.05pm on the 6th of September 2010 but was delayed till 11.45pm. We took off and landed in Abuja (reason for that is yet to be known). Two good hours spent in Abuja given flimsy excuses and by the time we arrived Lagos it was already 8.30am leaving me with only 10 minutes to catch my local flight,Air Nigeria to Owerri.
However, there was an Arik flight to Owerri at 2pm that would have taken me for no fees but after consulting the Arik duty manager and several others including the station manager, Mr Nwankpa Emmanuel who happened to show some concern, finally I was asked to pay a cash sum of N17, 000. I had to make this payment in order to continue with my journey to Owerri.
It’s really sad that people have chosen to fly with Arik but ended up getting unfair treatment.
I have written 3 letters, yet non has been responded to. Is this the customer care we are talking about? Why is Arik so insensitive to their customers? Arik should learn that customers are the biggest boss any organisation can ever have. I see them going down the way of Nigerian Airways soon!
Arik is a forgotten issue to me and my family
Submitted by Watchdog Nigeria (not verified) on October 14, 2010 - 21:22.
Arik does not have regards for their customers .The way they attend to customers is terrible. duringh the vocano ash cloud nightmare they had no regards for flying passengers who bought their tickets to promote their country airline.What did customers get ? Insults at the counter when they asked to be accomodated.When planes where flying Arik staffs where telling customers that phone in not to come to the airport.I went there and found them boarding passengers in Abuja.The place was so disorganised.I was ashamed because i came with my friends who are not Nigerians.
Mr Inyang's story is believable because I experience similar during the ASH CLOUDS furore
Think beford u fly Arik Pls
Rude Staff
Submitted by MeMine (not verified) on October 11, 2010 - 00:14.
Please put a call through to Arik office for any enquiry...
The ladies at the other end of the line are so rude and unprofessional..shouting at customers??????
I pray that you guys change, train your staff and live up to expectations at least
Rude Staff
Submitted by MeMine (not verified) on October 11, 2010 - 00:06.
Please put a call through to Arik office for any enquiry...
The ladies at the other end of the line are so rude and unprofessional..shouting at customers??????
I pray that you guys change, train your staff and live up to expectations at least
ARIK AIR---NO NO!!
Submitted by Anonymous (not verified) on October 11, 2010 - 00:00.
Arik Airline is a NO NO air line for me. I had an important engagement at Abuja and i bought my ticket to fly by 3:50pm there about from Lagos to Abuja. On getting to the airport to check in, the Arik staff just said: madam, hope you are aware the flight has been rescheduled to 5:50 pm'.There was no apology of any sort from the Arik representative nor any sms received to inform me that the flight had been rescheduled. We were delayed at the airport till 9:45 pm before we flew to Abuja. There was no apology of any sort from Arik.
It stil beats my imagination how a flight from Lagos to Abuja will be delayed for 6 precious hours without any explanation. Arik airline has ZERO customer care or concern.
PLEASE STAY CLEAR OF THE AIRLINE.
NO REGULATORY BODY IN NIGERIA TO CHECKMATE EXCESSES
Submitted by Anonymous (not verified) on September 28, 2010 - 03:10.
THE FACT THAT A FLIGHT WAS CANCELLED DOES NOT IMPLY THE AIRLINE SHOULD NOT MAKE PROPER AND ADEQUATE ARRANGEMENT FOR CUSTOMERS.
I WAS MEANT TO BE ON A FLIGHT TO KANO FROM ABUJA ON A CRUCIAL BUSINESS TRIP, ONLY FOR THE FLIGHT TO BE CANCELLED ABOUT 2 HOURS TO THE SCHEDULED TIME, HAVING TRAVELED BY ROAD FOR 5 HOURS TO CATCH UP WITH THIS SAME FLIGHT
THE ONLY THING THE SO CALLED MANAGER AT THE AIRPORT SAID WAS I RATHER CHANGE MY TICKET AND TRAVEL BACK TO LAGOS TO CATCH UP A FLIGHT FROM LAGOS TO KANO AT MY OWN EXPENSE AND WITH A CAREFREE ATTITUDE HE SAID - QUOTE (THERE IS NOTHING I CAN DO AS WE ARE NOT FLYING AND THAT IS IT)
PLEASE I WILL APPRECIATE IF ANY ONE KNOWS THE REGULATORY BODY REGULATING OUR AIRLINES IN NIGERIA AS THEY TREAT NIGERIANS' LIKE BEGGARS
I TRIED INVOLVING FAAN BUT I WAS TOLD THEY DON'T HAVE A SAY IN WHAT EVER THE AIRLINES DO.
I FEEL THIS IS WRONG THOU.
NO REGULATORY BODY IN NIGERIA TO CHECKMATE EXCESSES
Submitted by Anonymous (not verified) on September 28, 2010 - 03:02.
THE FACT THAT A FLIGHT WAS CANCELLED DOES NOT IMPLY THE AIRLINE SHOULD NOT MAKE PROPER AND ADEQUATE ARRANGEMENT FOR CUSTOMERS.
I WAS MEANT TO BE ON A FLIGHT TO KANO FROM ABUJA ON A CRUCIAL BUSINESS TRIP, ONLY FOR THE FLIGHT TO BE CANCELLED ABOUT 2 HOURS TO THE SCHEDULED TIME, HAVING TRAVELED BY ROAD FOR 5 HOURS TO CATCH UP WITH THIS SAME FLIGHT
THE ONLY THING THE SO CALLED MANAGER AT THE AIRPORT SAID WAS I RATHER CHANGE MY TICKET AND TRAVEL BACK TO LAGOS TO CATCH UP A FLIGHT FROM LAGOS TO KANO AT MY OWN EXPENSE AND WITH A CAREFREE ATTITUDE HE SAID - QUOTE (THERE IS NOTHING I CAN DO AS WE ARE NOT FLYING AND THAT IS IT)
PLEASE I WILL APPRECIATE IF ANY ONE KNOWS THE REGULATORY BODY REGULATING OUR AIRLINES IN NIGERIA AS THEY TREAT NIGERIANS' LIKE BEGGARS
I TRIED INVOLVING FAAN BUT I WAS TOLD THEY DON'T HAVE A SAY IN WHAT EVER THE AIRLINES DO.
I FEEL THIS IS WRONG THOU.
Arik Air Response To Mr. Akaninyene Inyang’s Report On SaharaRep
Submitted by Okey Njemanze (not verified) on September 15, 2010 - 13:03.
It is unfortunate that Arik Air will write a response the way they have written, instead of making sure that they compensate the passenger and caution erring staff they prefer making excuses and justifying a wrong action. May I remind you that it is a buyer's market, in a matter of time you would be out of business, then you would appreciate the customer.
I for one would never i repeat never board an Arik Flight out of this country, so take it you have lost a customer and many more.
Let me add that somebody's business is being destroyed here by uncouth employees who hardly have a stake in the business. I think its high time owners of such businesses should have complaint lines or mails directly to them because they would bear the brunt. Sir Arumemi-Johnson Ikhide take note. The reputation of Arik is at stake worldwide especially now they are venturing into international market. It may even be worst by the time you start getting several law cases then they would seat up.
Arik 's action is tyranny
Submitted by Anonymous (not verified) on September 15, 2010 - 07:22.
It has occured to me that when Arik delays my flight, I must assume that it is to my benefit. So why do anything for me if the delay is to my benefit. But when Emirates, BA, Egypt Air etc delay my flight, it is not to my benefit and they make arrangements to minimise the incovenience. Afterall if I am going for a job interview or an important meeting and I miss the opportunity because Arik delayed the flight, the loss of the job is to my benefit. Isn't it. These Arik's apologists can never graduate from a customer service class.
BTW who assessed the damage and INDEPENDENTLY valued it at $1,1190
