Our attention has been drawn to a video and social media post by Mrs. Maryam Abdullahi Tafida( @tafeedas_glamour ), alleging misconduct by MaxAir staff at one of our airport stations.
Following a thorough internal investigation, we wish to clarify the events as they truly occurred. The passenger in question was initially scheduled to travel on a Kano to Abuja flight, which unfortunately had to be cancelled due to unavoidable operational circumstances. In line with our commitment to customer care, our team immediately offered alternative arrangements to affected passengers. While the other passengers accepted these arrangements, the said passenger declined the first offer, which was a Kano–Lagos–Abuja route.
In an effort to accommodate her further, our Station Manager then proposed an 11:00 AM flight on another airline. This, too, was rejected by the passenger. Despite this, our staff remained calm, respectful, and accommodating, maintaining a professional approach throughout the encounter.
Eventually, the passenger agreed to a new booking on Umza Airline, which MaxAir fully facilitated. She was successfully flown to Abuja without any cost or penalty incurred on her part. The entire process was handled with patience and integrity by our ground staff.
MaxAir Ltd unequivocally denies all claims of misconduct, physical assault, or the alleged forceful seizure of the passenger’s phone. At no time did our personnel engage in any action that violated the dignity or rights of the passenger. We consider these allegations baseless and deeply unfortunate, as they misrepresent the facts and tarnish the image of our dedicated staff.
We respect every passenger’s right to express dissatisfaction, but we urge the public to be discerning and responsible when consuming or sharing unverified claims on social media. MaxAir Ltd is a proudly Nigerian airline that upholds professionalism, safety, and service excellence in every interaction.