The Nigeria Civil Aviation Authority (NCAA) has directed domestic airlines to place unruly passengers on a blacklist as a way of discouraging such behavior.
Michael Achimugu, Director of Public Affairs and Consumer Protection at the NCAA, issued the directive on Wednesday during a stakeholders’ meeting with airline operators in Abuja.
The meeting addressed several regulatory issues including passenger misconduct, handling protocols, unresolved refund and compensation complaints, the use of RFID bag tags, enforcement of in-flight phone restrictions, crew protection, and ways to improve the passenger experience.
Airlines in attendance included Arik, Ibom Air, Aero Contractors, United Nigeria, Green Africa, Max Air, Rano Air, ValueJet, Air Peace, and Overland.
Achimugu questioned why carriers complain about unruly passengers yet fail to sanction them, stressing that blacklisting would send a clear message that such conduct will no longer be tolerated. He emphasized that airline staff must be accorded respect under all circumstances.
He also urged dissatisfied travelers to channel complaints such as flight delays and cancellations through the NCAA rather than resorting to verbal or physical assault.
“Passengers are obsessed with rights but not responsibilities. We will continue to educate to make sure this situation changes. We are also insisting that airlines retain their cabin and flight crews, but we must also protect their rights. The airlines staff must be treated with dignity and respect. Paying for a service doesn’t give you the right to assault or be unruly,” Achimugu said.
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“We are willing to support the airlines, but they must also do their duties to the customers who by the way pay high airfares and are deserving of world class service,” he added.
Also speaking, Ifueko Abdulmalik, Senior Special Assistant to the Director General of Civil Aviation, criticized airlines for frequently rescheduling flights without properly informing or compensating passengers.
“In the last couple of months, there has been escalation in complaints on refunds. Refunds should be made for flight cancellations as at when due,” she noted, stressing that regulations on short-landed baggage must also be observed.
Airline representatives at the meeting decried the frequent abuse of check-in staff by passengers and called for stronger protections. They also highlighted dilapidated airport infrastructure under the Federal Airports Authority of Nigeria (FAAN), urging immediate repairs to ease passenger processing.
