An aggrieved passenger has demanded compensation from Ibom Air after a baggage delay allegedly caused her to lose a ₦1.2 million catering contract in Uyo.
Mrs Linda Akan Etteudo said she travelled from Abuja to Uyo on Saturday with her husband and other members of her family ahead of a catering engagement scheduled for Sunday, carrying several pieces of luggage containing food and other items required for the job.
She alleged that the family was informed before departure that some of their luggage could not travel with them because of an aviation fuel related problem affecting the flight.
According to her, they were assured that the affected luggage, including a box containing perishable goods, would be brought later.
However, Mrs Etteudo said the luggage did not arrive as expected, leaving her unable to fulfil the catering engagement.
She said her husband subsequently contacted Ibom Air to find out why the luggage, particularly the box containing the perishable items, had not arrived.
“As at last night, we didn’t see our items arrive, so my husband called Ibom Air to ascertain why our luggage, most importantly the perishable box, did not arrive,” she said.
Mrs Etteudo alleged that the response from an airline representative was discourteous.
“We got a very impolite response and she ended the call on my husband,” she alleged.
By yesterday afternoon, when some of the luggage eventually arrived, Mrs Etteudo said some of the perishable items had already been damaged.
“The luggage did not arrive until this afternoon with my perishable items condemned. Some of my boxes haven’t been brought to me,” she said.
She said the delay made it impossible for her to deliver the catering job for which she had travelled to Uyo.
According to her, the client repeatedly contacted her over the failed delivery before she eventually refunded about ₦1.2 million.
“The woman whose work I was to deliver today called and called, and I had to make a refund of about ₦1.2 million already,” she said.
She also alleged that she paid an additional ₦42,000 before the box containing the perishable items was released to her.
“I even paid extra ₦42,000 before the perishable items box could arrive,” she said.
Mrs Etteudo said the matter had gone beyond delayed baggage, arguing that the incident had caused her financial loss after disrupting a business engagement and allegedly damaging goods purchased for the job.
“Ibom Air must compensate me for the loss incurred because I won’t lose at both ends,” she said.
Her husband, Prince Akan Etteudo, also expressed anger over what he described as the airline’s handling of the incident and the attitude of some of its personnel.
Prince Etteudo said he travelled from Abuja to Uyo with his family of five and was informed that the aircraft could not carry all their luggage because of an alleged shortage of aviation fuel in Uyo.
He said the family specifically raised concerns about the luggage containing perishable food items and was assured that the items would be brought along or delivered later.
“I told them that one of the luggage contained perishable items, like food and every other thing. They said to us that these perishable items were going to come with us,” he said.
“But when we got to the airport, we noticed that the bags were not with us. Today, I came to pick up those things for my family and I’m seeing that everything has got some spots.”
Prince Etteudo also criticised the response he said he received from a member of the airline’s staff when he sought clarification about the missing luggage.
“I said, ‘Is that how you talk to your clients or your staff?’” he recounted.
He said whatever operational difficulty an airline encountered, passengers should be treated with courtesy and given adequate information.
“You have issues like this, there are ways you manage humans, for God’s sake. You talk to them,” he said.
The incident also prompted Prince Etteudo to question the level of commercial activity at Victor Attah International Airport, Uyo, and the availability of alternative airlines for passengers in the state.
He described the airport as beautiful and capable of supporting greater commercial activity, questioning why more airlines should not be encouraged to operate from the airport.
“They should allow other airlines to come into Akwa Ibom State,” he said.
“For God’s sake, if you have other airlines in Akwa Ibom, the problem won’t be seeing this kind of thing that we are seeing.”
He argued that increased competition could provide passengers with more choices, create employment opportunities and contribute to economic activity around the airport.
“How do you create jobs for people when you’re looking for an avenue to create jobs? How do you even create revenue for the state?” he asked.
Prince Etteudo also questioned the level of activity at the airport, arguing that the infrastructure should be generating greater economic benefits for Akwa Ibom.
“Look how beautiful the airport is. Nothing is happening there,” he said.
His frustration was further heightened by what he described as another travel difficulty, saying he was advised to use Port Harcourt for a subsequent journey to Abuja despite having an airport in Uyo.
“Why would I do that when I have an airport close to me?” he asked.
Prince Etteudo said the incident was not his first unpleasant experience with the airline, alleging that he had encountered a similar situation on a previous occasion.
He consequently called on relevant authorities to look into the operations of the airline and the wider aviation environment in the state.
“I want the government to look into it,” he said.
The Etteudos’ allegations raise questions about baggage handling, communication with passengers, customer service and compensation for delayed or damaged luggage, particularly where such incidents affect passengers’ businesses and livelihoods.
However, the allegations represent the family’s account of the incident and do not, on their own, establish the cause of the baggage delay, the condition in which the luggage was transported or liability for the reported financial loss.
TheMail contacted Ibom Air through its Group Manager, Marketing and Communication, Ibom Airlines Limited, Mrs Aniekan Essienette, seeking the airline’s response to the allegations.
All efforts to obtain a response through WhatsApp messages and telephone calls were unsuccessful as of the time of filing this report.
Specifically, the airline’s response was sought on the alleged aviation fuel related problem, the circumstances surrounding the delayed luggage, the alleged ₦42,000 additional payment, the condition of the perishable items and Mrs Etteudo’s demand for compensation.
The development comes amid continuing discussions about the economic value of Victor Attah International Airport and the role of commercial aviation in expanding business opportunities in Akwa Ibom.
For Mrs Etteudo, however, the issue is more immediate and personal.
A trip undertaken to fulfil a ₦1.2 million catering engagement has, according to her, resulted in a refund to her client, damaged perishable goods and additional expenses.
Her position is clear; she does not want to bear the loss at both ends.