Air Peace Deploys Customer Experience Officers to Strengthen Passenger Satisfaction Nationwide

Air Peace, Nigeria’s largest privately owned airline, has announced the rollout of dedicated Customer Experience Representatives across its domestic network in a bid to raise service quality and enhance passenger satisfaction. The move, unveiled this week in Lagos, underscores the airline’s commitment to delivering world-class services amid growing competition and increasing passenger traffic in Nigeria’s aviation industry.

According to the airline, the new initiative is designed to improve engagement with customers at every touchpoint, from ticketing and check-in to boarding and baggage claims. The representatives will be stationed at major airports nationwide, providing real-time support and ensuring that customer complaints and inquiries are addressed promptly.

Air Peace Chairman, Allen Onyema, explained that the airline views customer satisfaction as the backbone of its growth strategy. He noted that the deployment of Customer Experience Representatives marks another milestone in the airline’s journey of redefining air travel in Nigeria and across Africa.

“In the aviation business, customer experience is everything. It is not just about flying passengers safely, which remains our top priority, but about how valued and cared for they feel throughout their journey. These representatives will serve as a bridge between the airline and passengers, making sure concerns are resolved on the spot and ensuring smoother processes at airports,” Onyema stated.

The initiative comes at a time when Nigeria’s domestic aviation sector is facing heightened challenges, including rising operational costs, jet fuel scarcity, foreign exchange constraints, and infrastructure bottlenecks. Despite these difficulties, Air Peace has consistently expanded its footprint, launching new domestic routes and maintaining one of the largest fleets in West and Central Africa.

Passengers across the country have often raised concerns about issues such as flight delays, ticketing glitches, and baggage handling. By introducing Customer Experience Representatives, Air Peace hopes to ease frustrations, foster loyalty, and build a stronger reputation for reliability.

Industry observers describe the initiative as timely, noting that Nigerian carriers must increasingly prioritize customer service to compete not only with each other but also with international airlines expanding into local markets. With global carriers strengthening partnerships and alliances in Nigeria, the domestic airlines have to respond with strategies that emphasize service quality as much as capacity.

Air Peace has, in recent years, become a household name, partly because of its aggressive network expansion and humanitarian gestures, such as evacuating stranded Nigerians from conflict zones. However, like other domestic operators, it has also faced criticism over delays and cancellations. The company said its new customer experience model is tailored to directly address these pain points by providing passengers with immediate points of contact for assistance.

The representatives, according to the airline, have been trained in conflict resolution, digital communication, and crisis management. They will also provide travel information, guide passengers through new digital booking systems, and handle special needs passengers, including the elderly and persons with disabilities.

Analysts believe this step could create a competitive edge for Air Peace, which has ambitions of positioning itself as a pan-African airline. The company currently operates domestic, regional, and international routes, and is planning additional intercontinental services as more aircraft from its Boeing 737 MAX and Embraer E195-E2 orders are delivered.

For customers, the expectation is clear: fewer hassles, faster responses, and a more human touch. A frequent flyer interviewed at Murtala Muhammed Airport in Lagos said, “This is a welcome development. If Air Peace can deliver on this promise, it will set them apart. Most of the time when flights are delayed, you don’t get proper updates, and you’re left stranded. Having someone on ground whose sole job is to engage with us is a huge improvement.”

Air Peace management has assured that the rollout will be monitored closely, with regular feedback from passengers used to refine and expand the program. The airline said it would also integrate digital feedback systems, enabling customers to rate their experience with the representatives in real time.

Beyond Nigeria, the move reflects a global trend in aviation where airlines are investing in customer experience as a driver of long-term loyalty. With air travel increasingly seen as more than just transportation, carriers worldwide are competing on service innovation, personalization, and reliability.

The Nigerian Civil Aviation Authority (NCAA) has welcomed the initiative, encouraging other domestic carriers to adopt similar measures. According to the regulator, enhanced customer experience is vital not only for passenger satisfaction but also for improving the global perception of Nigeria’s aviation sector.

As Air Peace continues to expand, the addition of Customer Experience Representatives signals a recognition that sustainable growth in aviation is not just about bigger fleets or more destinations, but also about the daily interactions that define a passenger’s journey. The airline says it will continue to innovate in both technology and human engagement, with the ultimate goal of making air travel in Nigeria safer, smoother, and more enjoyable.

For now, passengers will be watching closely to see whether the new initiative delivers real improvements. If successful, it could become a model for other Nigerian airlines striving to balance operational challenges with the growing demands of a dynamic passenger base.