Barrister Bukola Olatunbosun, Blows Hot On Why Nigeria’s Travel Industry Needs Alternative Dispute Resolution (ADR)

Nigeria’s travel industry is growing, with more people traveling for work, study, tourism, business, and homecoming. However, with this growth comes challenges. Every week, stories emerge of visa issues, flight cancellations, refund disagreements, agent–client misunderstandings, and failed travel arrangements. The real problem is not that disputes happen, because disputes occur in every industry. The real issue is that Nigeria has no clear, peaceful, and professional system dedicated to resolving travel disputes. This is why Alternative Dispute Resolution (ADR) is urgently needed in the Nigerian travel sector.

Today, when travel issues arise, people often run to the police for business disputes, go to court for matters that require quick solutions, fight on social media and blogs, or block and report business accounts for fraud without first seeking resolution. Travel matters are time-sensitive, and a missed flight, delayed visa, or refund issue cannot wait for months in court. Most of these cases are not crimes; they are business disagreements that require dialogue, clarity, and fairness.

Blocking someone or reporting their account for fraud without first seeking proper resolution is often the wrong approach, especially in business matters like travel services. Many disputes are not criminal in nature but are the result of misunderstandings, delays, or service disagreements. When people rush to block, report, or defame, communication is cut off, problems become harder to solve, innocent businesses can be destroyed, and trust is broken on both sides. This is why structured dialogue remains essential.

Courts are slow, expensive, and stressful, while the police are meant to handle criminal matters, not customer-service disagreements. Using these systems for travel issues creates fear instead of solutions, destroys trust between agents and customers, and pushes people to fight online instead of talking. What the travel industry needs is a system that is fast, fair, professional, and peaceful.

Alternative Dispute Resolution is a method of solving problems without fighting, involving the police, or engaging in long court cases. It relies on mediation, negotiation, and structured dialogue, allowing both parties to sit down, explain their positions, and work toward a fair solution. Travel problems require quick solutions, customers deserve to be heard without fear or stress, and agents deserve protection from false accusations. For the industry to grow, trust must be preserved, as tourism cannot thrive in an environment of fear and chaos. Social media should not become Nigeria’s courtroom, and blocking or reporting should always be the last option, not the first. Every travel agreement should therefore include a mediation clause.

Before any dispute escalates into public confrontation or police involvement, there should be a mediation clause in the agreement, a clear process for handling complaints, and a neutral body willing to listen to both sides. A mediation agreement ensures that issues are discussed before escalation, both parties are protected, solutions are reached faster, and relationships are not destroyed.

At Mortiara Travels, travel is viewed as a service built on trust, transparency, and accountability. This is why the company is introducing Alternative Dispute Resolution into travel matters, working alongside legal guidance to help customers resolve issues without fear, allow agents to correct mistakes without humiliation, and ensure disputes end with solutions rather than enemies. ADR is not about taking sides; it is about fairness, truth, and peace.

If Nigeria is to build a strong and sustainable travel and tourism industry, systems must be created to protect customers, agents, and businesses alike. ADR is not a sign of weakness; it is wisdom. It is time for Nigeria’s travel industry to move from chaos to structure, from conflict to conversation, and from fear to fairness.

— Barrister Bukola Olatunbosun
Mortiara Travels & Tours