Speakers at the 2017 Jumia Tourism Summit have unanimously berated the Nigerian government for not promoting brand Nigeria.
The event which held at the Morning Sides Suites on Victoria Island, with the theme, Expectation VS reality: Redefining the Roles of Industry Stakeholders in shaping the 21st Century travellers Experiences, saw the speakers dealing with issues that if eliminated would create more satisfied travellers and equally encourage tourists into the country.
Among the speakers are experts in their various fields with depth of experiences in the travel and tourism industry. Leading the pack is Mr. Ikechi Uko, CEO, Akwaaba African Travel Market and Publisher of ATQNews. Joining him on the platform Mr. Kushal Duttal, MD, Jumia Travels; Mr. Biola Bakare, Sales Manager, Kenya Airways Nigeria; Chiamaka Obuekwe, the CEO and Founder of Social Prefect Tours and Sam Adeleke, Afro Tourism. The event was moderated by Tosin Ajibade, Founder, Olorisupagal.
Mr. Chiamaka Obuekwe spoke with so much passion about the neglect that Nigerian tourist centers have suffered over the years and coupled with the apparent disinterest by government in supporting tourism entrepreneurs effort in promoting the country on relevant international platforms and the media.
She lamented the dangerous state of almost collapse and lack of functionality at those sites, no electricity, and bad roads which are like death traps to tour loving Nigerians and foreign tourist.
Several issues were discussed which bordered around tourists expectations as relates to the locations of tourists sites, customer relations and satisfaction and hotel standards as the total of what determines a wholesome experience for travellers.
Mr. Kushal Duttal, reacting to the question on What are travelers looking for – the new trends, explained that, “We are directly in front of what our clients are looking for …. There is a difference between travel and tourism…..Traffic in Lagos is towards the island, and that is the area that controls the economics of Lagos. Travelling outside Lagos is not as easy as it used to be. So Lagos now is the destination to explore.
And there are places to go like Badagry, Lekki conservation, cruise through the waterways, … Others outside Lagos are Obudu Mountain Resort, Tinapa Lake, Ikogosi etc. Outside Nigeria, is Kenya, East Africa, Mauritius, South Africa, North Africa. For the domestic market, Nigerians do not like travelling within the country, Dubai is priority, UK, Europe etc. Nigerians do not like travelling Asia as much”.
Bakare Abiola maintained that “London is priority for visitors who want to see family; then Canada . For business travels people go to Asia. Students prefer Uganda, now Dubai and London. Economic reality because of the Forex crisis is making people look towards Africa. Within the travel industry, lack of Forex is affecting the industry in Nigeria.”
Chiamaka Obuekwe speaking from her own experience observed that “Canada, UK, Dubai is popular for travellers outside Nigeria…. In Nigeria now, people gearing towards resorts like Inagbe Resort, Ikogosi Resort… People want to relax and experience nature like Olumo Rock, Erin-Ijesha Waterfall in Osun and it also has a festivals. Hotel choice is another consideration.
Only a few people are interested in the North of the country. However, a lot of people are interested in visiting Zanzibar, and South Africa. Etc. We haven’t promoted Nigeria very much. There is the need to promote Nigeria. And need the government to really support those of us in travels to achieve that.”
Sam Adeleke on his part observed that “the new trends in travel include adventure travel. And either solo or in group, this type of travel is also looking promising as people want to explore new places and try to share on social media with their friends about their adventure to new places. Places like Nassarawa, Kaduna etc. Back packer adventures is also getting interesting and many people are considering those too.”
Ikechi Uko, revealed that “there has been a positive shift from the old school of approaching travel to new methods and that technological advantages and people to look up to now to draw inspiration abound now.
“Kenny Ogungbe, Senator Ben Murray Bruce and others started promoting Nigerian music in the 90s. Today, Nigerian music has taken over the African music landscape. I started the first travel magazine in West Africa, and got to be invited to travel throughout the world. We were about 15 who set out in the travel industry at my own time but today only I and Mr. Ogbeni Awe remain in Nigeria. We along with some operators decided where Nigerians went to. Others left Nigeria and settled in other parts of the world. But the younger ones are now stimulating Nigerians to travel to new places here. I want everyone here to take this home from here that, “We in travel business decide where Nigerians go to”. For a long time we decided where Nigerians go to. Daily about 30 airlines leave Nigeria for Dubai. Nigerians went to where we decided”.
On airlines role in enriching travellers experiences, Bakare explained travelling is more than travelling from one location to another. Travelling is a total experience, as it involves a lot of things plus the inflight experience also. In this modern era, airlines are competing to give customers value for their money. They have a lot of reward programs to encourage loyalty.
Sam Adeleke of Afrotourism added that airlines even allow people the opportunity to decide who to seat next to base on a previous experience.
Bakare then said that Kenyan Airways encourage youth tourism by offering younger people discounts to motivate them to travel.
On the issue of the kind of hotel accommodation travellers expect, Mr. Kushal responded that for business travellers, they would prefer an accommodation with breakfast, wifi, pool, gym, quiet environment for business, 5-10 km from the city and airport. Youths want experience. They don’t care about all those luxury. They just want a good place for good night sleep. They are adventurous,; they want to engage with the locals. They are interested in experiences.
Sam Adeleke on his response maintained that Nigerian want excellent service and effective communication which technology could help in achieving.
Mr. Ikechi, speaking on the question “If hotel grading is needed in Nigeria”, took a journey down memory lane and chronicled some of the efforts that has been put forward to ensure that Nigeria had a standard grading systems for hotels in the country. He observed that the Supreme Court paralyzed all effort towards that with its 2012 judgement and a change of government in Lagos State ministry of tourism further compounded the situation and the State could not raise a standard of its own to grade hotels.
“But the world has moved on from grading to hotel differentiation”, Ikechi said. “Our culture doesn’t help us in hospitality. And we can’t compare with Kenya because they have been in the business of tourism much longer and they also have the best tourism school, Utalli College. Nigeria’s effort in setting up NIHOTOUR has not yielded the needed dividends in that regards as apart from one or two instances, no Nigerian is a general manager of an international hotel brand in Nigeria. Nigeria as it is now,it is still a laboratory.”
Chiamaka Obuekwu explaine that there is need to be realistic in marketing and sincere in telling clients what to expect as as to enable them know what they are getting, saying that it is the best approach towards managing customers’ expectations.
Mr. Bakare concluded that “Nigerian hospitality brands lack customer service. 21st century travellers are more demanding and very much aware of their rights. In Kenya Airways, we keep improving and trying to meet up with our ever-demanding customers.”
Mr. Sam conclude that “People want to inspired through travelogues of travel experiences”.
Mr. Kushal conclude his by maintaining that “Nigerians want impeccable service delivery. The youths are changing through technology. Technology will continue to change travel.”
Mr. Segun Igbalode, Associate Director for mediacraft Associates, speaking on the behalf of Mastercard, promised that Mastercard is ready to support travels to destinations within Nigeria and across West Africa. Other people present include Theodore Nyingifa of Without a box; Miriam Chiazor of Afro Tourism; Temitola Omole of Package – Plus Travel and Tours; Lara Aromire of Kotroom Talent Travel; Tolu of Travelotus Luxury Tours Limite among several others.
The tourism summit had several travel bloggers and journalists from major media houses and corporate organizations.
By Renn Offor
