Customer Complaint Handling and Service Recovery in the Nigerian Aviation Industry: Passengers’ Perspective

This study examines customer complaint handling practices and service recovery effectiveness in the Nigerian aviation industry from the passenger perspective. Air travel in Nigeria has grown significantly, driven by economic expansion and improved route connectivity, yet service failures including flight delays, lost baggage, and poor ground handling remain persistent challenges. Effective complaint handling and service recovery are critical for restoring passenger confidence and maintaining airline brand equity. The study adopts a descriptive survey design, targeting 300 domestic air travellers at Murtala Muhammed Airport in Lagos, selected through systematic random sampling. A structured questionnaire measures passenger experiences with complaint handling, service recovery actions (apology, compensation, and explanation), and resulting satisfaction and repurchase intention. Descriptive statistics and multiple regression analysis are employed. The study also examines whether the severity of the initial service failure moderates the effectiveness of recovery strategies. Preliminary findings indicate that prompt acknowledgment and tangible compensation are the most effective recovery actions, while delays in complaint resolution significantly deepen dissatisfaction. The research also reveals that passengers with repeated negative experiences are far less likely to accept service recovery gestures than first-time complainants. Recommendations address airline marketing teams, customer service departments, and the Nigerian Civil Aviation Authority (NCAA) on developing more responsive and consistent complaint management systems. Keywords: complaint handling, service recovery, aviation industry, passenger satisfaction, airline marketing