The Nigeria Civil Aviation Authority (NCAA) has called on domestic airlines to adopt a blacklist policy for unruly passengers as a deterrent against future infractions.
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Director of Public Affairs and Consumer Protection at the NCAA, Mr. Michael Achimugu, made the appeal on Wednesday in Abuja during a stakeholder meeting with airline operators.
The engagement focused on tackling regulatory challenges such as unruly passenger behaviour, unresolved refund and compensation issues, enforcement of flight safety protocols, protection of cabin crew, the introduction of RFID bag tags, and improvements to passenger travel experience.
Airlines present at the meeting included Arik Air, Ibom Air, Aero Contractors, United Nigeria, Green Africa, Max Air, Rano Air, ValueJet, Air Peace, and Overland Airways.
Achimugu questioned why airlines frequently complain about unruly passengers yet fail to take strong actions such as blacklisting offenders. He maintained that such a step would send a clear message that disruptive behaviour will no longer be tolerated.
“Passengers are obsessed with rights but not responsibilities. We will continue to educate to make sure this situation changes. Paying for a service doesn’t give you the right to assault or be unruly. Airlines staff must be treated with dignity and respect at all times,” he said.
He urged passengers with complaints about flight disruptions and service infractions to escalate matters to the NCAA for regulatory redress rather than resorting to violence against airline staff.
The NCAA spokesperson also assured the operators of the agency’s support but stressed that airlines must equally fulfil their obligations to customers, who pay high fares and deserve quality service.
Mrs. Ifueko Abdulmalik, Senior Special Assistant to the Director-General of Civil Aviation (DGCA), echoed the concerns, condemning the practice of flight rescheduling without adequate information, care, or protection for passengers.
“In the last couple of months, there has been an escalation in complaints on refunds. Refunds should be made for flight cancellations as at when due,” she said, adding that airlines must also comply with regulations on short-landed baggage.
Representatives of the airlines at the meeting raised concerns about persistent abuse of check-in staff by passengers and demanded stronger protection measures. They also urged the Federal Airports Authority of Nigeria (FAAN) to urgently repair broken infrastructure at airports to ease passenger processing.
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