The Nigerian Civil Aviation Authority (NCAA) has directed domestic airlines to place unruly passengers on a blacklist to deter disruptive behaviour and protect airline staff from abuse.
Michael Achimugu, NCAA’s Director of Public Affairs and Consumer Protection, disclosed this in a statement on Wednesday, noting that the directive was part of broader regulatory discussions with airline operators.
“The Nigeria Civil Aviation Authority has advised airlines to blacklist unruly passengers to serve as a deterrent to others,” Achimugu said.
The meeting covered several issues, including unruly passenger behaviour, refund and compensation delays, enforcement of in-flight phone switch-off rules, the rollout of RFID bag tags and flight monitoring systems, crew protection, and ways to improve passengers’ overall travel experience.
Airlines in attendance included Arik Air, Ibom Air, Aero Contractors, United Nigeria, Green Africa, Max Air, Rano Air, ValueJet, Air Peace, and Overland Airways.
Achimugu expressed concern that despite growing reports of abuse against check-in staff and cabin crew, many airlines remain reluctant to take firm action. “Passengers are obsessed with rights but not responsibilities. We will continue to educate to make sure this situation changes,” he said.
“Airline staff must be treated with dignity and respect. Paying for a service doesn’t give you the right to assault or be unruly.”
He urged passengers to direct complaints through the NCAA rather than resorting to violence, while also reminding airlines of their duty to deliver world-class service, especially in light of high ticket costs.
Also speaking, Ifueko Abdulmalik, Senior Special Assistant to the Director-General of Civil Aviation, criticised airlines for frequent rescheduling of flights without proper notice and the rising number of unresolved refund cases. She insisted that refunds for cancelled flights must be made promptly and stressed the importance of complying with rules on relief for short-landed baggage.
Airline representatives, in turn, raised concerns about worsening airport infrastructure under the Federal Airports Authority of Nigeria (FAAN), which they said contributes to passenger frustration. They also demanded stronger protection for frontline employees who bear the brunt of passenger anger.
The NCAA pledged continued collaboration with airlines to enforce passenger protection regulations and safeguard staff, while also stepping up public education on passengers’ rights and responsibilities.
The directive comes amid rising cases of passenger misconduct at Lagos and Abuja airports, where flight delays and cancellations have led to assaults on airline staff. Stakeholders warn that such behaviour not only demoralises crew but also poses risks to aviation safety.
