Nigeria must improve customer service, professional skills and workforce development if it is to compete with global tourism destinations, according to Ahmed Ojuolape, CEO of Empire Travel Services Ltd and an IATA Trainer.
Speaking during the Naija7Wonders Zoom Conference on “Festivals & Tourism in Nigeria: A New Pathway,” Ojuolape warned that the country’s biggest challenge is not insecurity alone but the quality of service delivered to visitors from the moment they arrive.
He said airports create the first impression of Nigeria for international visitors, stressing that poor customer service undermines efforts to promote the country as a competitive tourism destination.
Drawing from personal experience, Ojuolape recounted receiving poor treatment at an airline check-in counter despite travelling as a business-class passenger. “There is something we call serving the travel customer,” he said, explaining that hospitality and professionalism are fundamental to international aviation and tourism standards.
He contrasted the service culture of leading international airlines with that of some domestic operators, arguing that Nigerian airlines must raise operational and customer service standards if they intend to compete globally. Ojuolape also expressed concern over the shortage of qualified tourism and aviation professionals in Nigeria, noting that globally certified personnel remain in high demand. “If I have 20 IATA-qualified candidates today, I can place all of them. It is only in this industry that we don’t have a shortage of jobs. If you are qualified, people are looking for you,” he said.
He challenged industry leaders to invest in mentoring the next generation of tourism professionals while encouraging young people to pursue internationally recognized certifications. According to Ojuolape, Nigeria possesses enormous tourism potential, but realizing it will require sustained investment in people, service excellence and globally benchmarked standards that inspire confidence among international visitors.
