By Dr. YONAS WORKINEH
Ethiopian Airlines, long regarded as one of Africa’s leading aviation giants, has grown rapidly over the past two decades, serving millions of passengers worldwide.
However, this impressive expansion has been overshadowed by a series of complaints about mistreatment and mishandling of passengers, raising concerns about the airline’s customer service and internal practices.
Accusations at Immigration Control
One of the recurring issues involves the airline’s immigration control, where numerous passengers claim they were denied boarding after fulfilling all travel requirements.
Despite having valid boarding passes, these passengers were reportedly barred from flying, with officials providing vague justifications.
Many were told that they were suspected of not returning or engaging in trade, particularly those flying to destinations like China, Turkey, and Dubai.
A more troubling allegation has surfaced recently regarding exorbitant fees charged to passengers traveling to certain countries.
Reports suggest that immigration officers demanded bribe up to 500,000 Ethiopian Birr (approximately 4200 USD) from passengers seeking to fly to Mexico, with the reasoning being that these passengers would not return to Ethiopia.
Many passengers have shared their frustrations on social media, pointing to this as a blatant form of extortion.
Viral Incident Involving a Somali Passenger
A recent incident brought further international attention to Ethiopian Airlines’ treatment of passengers.
On July 19, 2024, CNN International correspondent Larry Madowo shared a viral video on TikTok, which garnered over 10 million views.
The video depicted a chaotic scene where a 24-year-old Somali woman was forcibly removed from her seat after it was reportedly reassigned to a government minister.
The woman, visibly distressed, can be heard shouting, “Do not touch me!” as staff approached her.
She later told Madowo in an interview that she was forced off the plane without explanation, simply being told that “the minister is flying at the last minute.”
Despite her protests, she was made to disembark and hand over her phone and her husband’s phone, with officials claiming that recording videos on the plane was illegal.
The couple was then held at the airport for 24 hours without accommodation or an apology from the airline.
In response to the uproar, Ethiopian Airlines released a statement via X (formerly Twitter), claiming that the removal was due to overbooking.
According to the airline, the passengers were on standby and arrived just before departure, and while one passenger complied with the request to leave, security escorted the other two off the plane.
The airline maintained that the video did not accurately represent the events and that the passengers were offered seats on the next available flight.
However, the couple strongly disputed this, stating that they were abandoned at the airport with no assistance and no guarantee of a seat on the next flight. “I felt terrified and powerless,” the woman remarked.
The incident sparked widespread condemnation on social media, with many calling for a boycott of Ethiopian Airlines.
Somali scholar and former minister Adam Aw Hirsi publicly criticized the airline’s actions and demanded legal action, condemning both the airline and fellow passengers for failing to support the woman.
Suspension of Flights to Eritrea
Adding to Ethiopian Airlines’ troubles, the Eritrean Civil Aviation Authority recently suspended all Ethiopian Airlines flights to Asmara, effective September 30, 2024.
This decision followed numerous complaints from Eritrean passengers alleging “systematic mistreatment” by the airline.
These complaints included theft of luggage, damaged property, extreme delays, and lack of compensation for lost items.
Despite efforts by Eritrean authorities to address the matter, they stated that Ethiopian Airlines failed to provide a satisfactory resolution, prompting the suspension.
Conclusion
Ethiopian Airlines, once hailed as a symbol of African aviation excellence, is now facing growing scrutiny for its handling of passengers, both at home and abroad.
While the airline’s rapid growth and extensive network have made it a major player in the global aviation industry, the repeated accusations of mistreatment, extortion, and mishandling are tarnishing its reputation.
With passengers now publicly speaking out and authorities taking action, Ethiopian Airlines will need to address these issues transparently and decisively to restore confidence in its service.
These incidents highlight the broader challenge of balancing growth with customer service, a critical factor in maintaining the trust and loyalty of the millions who fly with Ethiopian Airlines each year.
