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Arik Air Issues Public Apology for “Inconvenience & Discomfort”




On Sunday 6th April 2014, Sahara Reporters released a video that showed passengers stuck on an Arik Air airplane on a flight from Nigeria to New York. If you missed it, click here

The video has since gone viral.

The management of the airline has released an official statement on the incident, apologizing for inconvenience and discomfort.


To all guests who travelled on flight W3107 (from Lagos, Nigeria to JFK, New York) on 31st March 2014, Arik Air offers an unconditional apology, for the inconvenience and discomfort caused by both the 55 minute delayed flight departure and the failure of the airplane’s air-conditioning system prior to said departure.

In this regard, the experienced schedule delay was a result of complications related to the cargo loading process as managed by Arik Air’s contracted ground-handling agent. Unfortunately, whilst efforts were rightly being expended to overcome the cargo loading difficulties, the backup air conditioning unit (which should have been provided by our ground handling agent) was declared unserviceable and thus unavailable for use. Upon resolution of the cargo loading difficulties, the air-conditioning system was finally restored as the aircraft prepared for immediate departure under its own engine power.

Arik Air, and its Management, acknowledges that the handling of the situation on board was less than satisfactory and falls well short of the high standards of service that its esteemed travelling guest have come to expect of us (and which we demand of ourselves). Arik Air’s Management wishes to assure our esteemed guests that the necessary remedial measures have been initiated to prevent the repetition of such an incident to the extent possible/controllable.

Arik Air is committed to providing a safe and comfortable air transport service to every guest and on every journey. Arik Air wishes to thank all guests who endured this inconvenience patiently, despite both the trying circumstance and the unfortunate exhibition of aggression, to both people and property, by a minority of unruly passengers onboard the aircraft.

Arik Air values, greatly, its relationship with her guest. Hence, to all the affected guests, please note that we intend to pursue the restoration of the trust and faith vested in us by your good-selves. In this respect, Arik Air shall be contacting each affected guest on flight W3107 31st March 2014, to express these sentiments (and seek such restitution of trust) individually.

Once again, please accept our humble and sincere apologies. You and your patronage are dear to us. We exist to serve you and we look forward to doing so again in the near future.

For and on behalf of
The Management Team

Arik Air Ltd


  1. Say the truth

    April 8, 2014 at 8:13 am

    They’re only speaking out because that video went viral. This issue is a regular occurrence on domestic flights. I’m not sure how an aircraft’s cooling system works, but I’m guessing they shut it off while the plane is stationary to save fuel.

  2. TA

    April 8, 2014 at 8:17 am

    Bollocks! A ton of bull crap! Can you imagine? Summary is Arik Air is not responsible for the inconvenience: the ground handling agent is! Question is: if this video did not go viral would this self-serving pathetic apology be issued? Arik Air is now synonymous with poor customer service especially on their domestic routes. How many times have you apologised for the cancelled, delayed flights or for the rudeness of your staff? Or for your generally bad customerv service?
    It is not an isolated case of unfortunate circumstances leading to the present incidence, bad customer service is now the CULTURE at Arik Air. Yes, am an aggrieved customer who voted with her feet and pocket a long time ago.

  3. Djsamlegxy

    April 8, 2014 at 8:18 am

    Hmmmm, after una don suffer them finish, i wish i was on that plane, i for show una peper!

  4. dee

    April 8, 2014 at 8:22 am

    this is just bulls**t. this happens on a lot of Arik flights. they have no regard for their customers. had this same experience on a flight from PH to Lag. to make matters worse when.we landed and were disembarking, another.Arik flight flew so close to ours that we on the stairs had to duck to avoid being hit by the wings of the aircraft or the force of the engine. Arik air have been given too much power and freedom by the airline regulators.

  5. Toto

    April 8, 2014 at 8:25 am

    My question is this WHY DIDN’T ARIK PASS THIS MESSAGE ACROSS TO THE PASSENGERS? at least tell them (in summary) what caused the delay. this Public Apology is crap because if they had managed the situation very well i don’t think people would get that pissed not to talk of recording the terrible scene. this apology is annoying, that’s what all this crappy airlines do. issue an apology and it automatically becomes fine. hisss.

  6. TA

    April 8, 2014 at 8:29 am

    Bollocks! A ton of bull crap! Can you just imagine?! Summary of the self serving pathetic apology is; the ground handling agent is responsible! Arik Air is this an isolated case? Of course not! Arik is now synonymous with poor customer service especially on their domestic routes. Have you ever apologised for delayed or cancelled flights? Or have you ever apologised for poor customer service or for the rudeness of your staff? Pleaseeeee!
    Yes am an aggrieved customer who voted with her pocket and feet a long time ago, only time I ever fly them now is if my company buys the ticket as per official trip. And only because they are the only options on some routes like the Lagos Dakar route.

  7. Busarni

    April 8, 2014 at 8:30 am

    Nonsense, damage has already been done. Too late

  8. Miriam

    April 8, 2014 at 8:34 am

    These pple are high kmt tell it to the birds. I will never & can never fly Arik even if na free first class ticket mtchewwwwww take that to the bank hisssss

  9. AW

    April 8, 2014 at 8:42 am

    Yeah right!

  10. sola

    April 8, 2014 at 8:45 am

    kpsheww….!! So the “ground handling agent” is also in charge of the airconditioning abi…?? These people obviously feel we are stupid…

    • Miss Anonymous

      April 8, 2014 at 3:04 pm

      Actually the ground handling agent is responsible for air conditioning before the plane begins to taxi. As the first commenter rightly said, this is done to save fuel. This also happens in “more developed countries”, you can check google for similar incidents.
      The mistake was in the Airline’s unprofessional method of dealing with the issue.
      The mistake

  11. ivy

    April 8, 2014 at 8:49 am

    This is rubbish, Arik Air has the worst customer service I know. As I write, I am still waiting for a “so called” approval for accommodation after my flight was moved and I was asked to travel a day before my expected travel date. How can an airline move your travel date and not provide accommodation, am I supposed to sleep on the street

  12. Person

    April 8, 2014 at 8:51 am

    Story story!!!

  13. iHeart

    April 8, 2014 at 9:04 am

    Yada …yada…yada…

    All I can see is an attempt to pass the buck and own up. You and not the customers have a relationship with the ground handling agent.

    Passengers should not hold their breath for restitution of any sort

    • iHeart

      April 8, 2014 at 9:07 am

      *and not own up

  14. Priscy

    April 8, 2014 at 9:19 am

    This is bulls**t…

  15. richards

    April 8, 2014 at 9:34 am

    Abeg stop flying arik a beg they are very fond of this.,and I think there air conditioning systems have issues and why they have not fixed it I don’t understand even aero with all of its problems don’t have these issues..there wings need to be clipped,they have too much leverage from aviation authorities

  16. Roselyn

    April 8, 2014 at 9:55 am

    How dare this silly airline. All the passengers ” UNRULY ” this is shocking and terribly idiotic statement by Arik. Thanks to these passengers a lot of us can now be warned and avoid this useless airline.

  17. nana

    April 8, 2014 at 10:07 am

    Unruly passengers?! If not for them, there wouldn’t be an apology in the first place! Tell that to the birds

  18. makeupbyebi

    April 8, 2014 at 10:14 am

    Chimo!! this same s**t happen during my lagos-Benin city domestic route about a year ago, we all just sat and sweated it out for 30mins to touch down (i tot it was minor and out of character) …. so Arik can do this same horse s**t for international routes? WTF ! Oh please shove the apology and treat people like humans that they are !!!

  19. sassycassie

    April 8, 2014 at 11:24 am

    the question is why do people keep flying with them. we nigerians enjoy suffering and smiling. If someone didnt film the experience and put on the net, none of y’all would have said anything. These companies make a helluv lot of money in Nigerian and we keep taking their bullshit.

  20. isa

    April 8, 2014 at 11:35 am

    This is by far the worse airline in Nigeria, the staff is incompetent, unfriendly and unprofessional. Chairs are uncomfortable and plane is dirty on the inside. Me and my partner flew with this horrible airline to visit his family,and were only offered dried bread no butter no jam nothing and one plastic cup of water.

    It was not as bad as the flight flying from Lagos to New York, but it was only a matter of time before something like this happened. Please avoid flying with them if possible.

  21. This is seanmazing!!!

    April 8, 2014 at 11:50 am

    Absolutely gibberish!

  22. Ibinabo

    April 8, 2014 at 11:57 am

    The video’s out, hence this stupid write-up.

  23. corolla

    April 8, 2014 at 12:04 pm

    “Arik Air wishes to thank all guests who endured this inconvenience patiently, despite both the trying circumstance and the unfortunate exhibition of aggression, to both people and property, by a minority of unruly passengers onboard the aircraft”…are these people kidding me with this ridiculous bullshit.The unruly passengers are the reason the news of your shady and wack flying operations came to light! No wonder businesses in Nigeria operate anyhow they like, they are used to customers who “patiently” accept this bull crap!!and its this “patient” customers that keep them business because they are too lazy to fight for their rights! The PR team needs to be fired for this insulting apology!

  24. X- Factor

    April 8, 2014 at 12:19 pm

    You dare refer to your customers as unruly? what audacity ?,
    This is the most insane public apology in history,
    First you start by passing the blame to the cargo company, then you managed to agree that situation was not properly handled and then you end up by INSULTING your ”esteemed guests”……whaaattt?? I cant beat this, the company needs to fire the author and all approval authorities of this prideful, insane and unprofessional communication….
    In your own Language, I will respond that Arik Air’s members of staff and Management have all gone stark raving mad for daring to insult your customers…….

  25. Iris

    April 8, 2014 at 12:52 pm

    “Unruly passengers”…no the passengers should have sat down and said nothing until they began to collapse like flies one by one. The only reason why this came out is because it went viral. Idiots. They don’t even talk about compensation. “Restitution of trust” indeed.

  26. bussy

    April 8, 2014 at 12:54 pm

    ame on Arik Airline!!! It is one bad story to other regarding their customer service. A cousin was enroute london from lagos and without any apologies they stopped at Abuja to pick passengers! Another friend said they had to hand fan fromlondon to lagos flight. I have been on a virgin atlantic flight from london to lagos in which we got to the airport and the flight was cancelled.Firstly,one of the managers came to aplogise that is was due to an engine fault. We were taken to different hotels to spend the night and even gave us tickets for breakfast the next morning at the airport. For the fact that the resaurant was closed at the hotel,we were given 10,000 air mileage with lots of apologies. That is good customer service!!!


    April 8, 2014 at 1:58 pm

    My sentiments exactly. They should have kept the passengers informed before the issue escalated. This apology is a tad too late. Medicine after death….mcheewww

  28. Nominee

    April 8, 2014 at 4:16 pm

    “by a minority of unruly passengers onboard the aircraft” shey una dey read? They are even lying too. Was it minority we saw in that video? Or was it everybody sweating and clamouring for air? And so you call your passengers unruly on one line and then go ahead to say in another line that they are important to you? You guys are just crappy man!

  29. Trace

    April 8, 2014 at 6:24 pm

    Arik air, ur apology is not acceptable. Keep it to ur self. Can u imagine d insult? Dat kind heat, for 55 mins.

  30. Bukie

    April 8, 2014 at 10:06 pm

    When all is said and done, the next Arik flight to/from Nigeria will still be a full flight. Nigerians will tolerate anything if it’ll save them some money. So I don’t understand the fuss when we (some people at least) know we don’t learn from our past experiences.

    Pssshh….never been on an Arik flight and wouldn’t fly with them either for lyrics to Naija songs!

    • Omolade Remilekun

      April 9, 2014 at 9:04 am

      That’s the point. Arik can keep doing what they do because it won’t affect their bottom line. Nigerians will still keep flying Arik and their flights will still be full irrespective…

  31. Funmi

    April 9, 2014 at 1:18 am

    “…. despite both the trying circumstance and the unfortunate exhibition of aggression, to both people and property, by a minority of unruly passengers onboard the aircraft.” The NERVE these people have. They shouldn’t even have bothered. Bunch of idiots.

  32. Ifeanyi

    April 9, 2014 at 9:48 am

    Ahhhhh Arik! You can do this on an international flight!

    This is not a an apology, more like pouring more insults on the passengers they dehumanised. Arik think they are too big for everyone- regulators, passengers etc. God will safe us from shenanigans.

  33. femi

    April 9, 2014 at 5:05 pm

    arik air is not safe for anyone to take even the plans were new and good but if plans good what of poor mentainers when necessary things poorly mentained.i was in d plane and what happened it serious more than just an apologe i began to hv shouten of breath and i need to take of my cloth for better brreath,dt was the first time of going with them i used to go with lufthanza and it always fantastic,,therefore becareful of arik air they are animals

  34. Opeyemi

    April 9, 2014 at 6:03 pm

    “Arik Air wishes to thank all guests who endured this inconvenience patiently, despite both the trying circumstance and the unfortunate exhibition of aggression, to both people and property, by a minority of unruly passengers onboard the aircraft…???”
    Lorry load of BS!!!

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