Why Nigerians Forgive Bad Service on the Road but Not in the Air
A bus leaves three hours late from the motor park. We groan, grumble, maybe mutter a few insults under our breath… but we still board. Sometimes, there’s even an unplanned 45-minute “engine check” in the middle of nowhere and somehow, life goes on.
Now flip the scenario.
If an airline announces a two hour delay, social media goes into meltdown. The airline gets tagged on Twitter, Facebook, Instagram maybe even dragged on TikTok.
So, why do we shrug off bad service on the road but blow up when it happens in the air?
The Expectation Gap
On the road, many Nigerians are conditioned to expect imperfection. The informal setup from the agbero yelling destinations to random roadside stops has lowered the bar for “acceptable” service.
Air travel, on the other hand, comes with promises: professionalism, punctuality, safety. When those promises are broken, it feels like a betrayal.
The Price Tag Effect
A bus ticket might cost ₦15,000–₦50,000. A plane ticket? ₦100,000–₦300,000.
The higher the price, the higher the expectation. Air passengers see themselves as paying for a premium experience — so delays feel like a waste of both money and time.
Regulation and Accountability
Airlines operate under the Nigerian Civil Aviation Authority and international aviation standards. That gives passengers the sense they should know better.
Road transport? Mostly self-regulated. Chaos is expected and when it happens, it’s “business as usual.”
The Social Status Factor
Flying still carries prestige in Nigeria. People dress their best for flights, post airport selfies, and see air travel as a sign of success. Bad service punctures that “premium experience” they’ve paid for and proudly shared.
Time as Currency
A late bus is annoying, but there’s often a fallback: another bus, another day. Many road travellers even plan buffer time into their trips.
Flights, however, run on strict schedules business meetings, international connections, deadlines. Miss one, and you could miss an entire opportunity.
In short: Bad service on the road is seen as “our reality.” Bad service in the air feels like a broken promise and Nigerians have little patience for broken promises when they’ve paid top naira for efficiency.
