The Nigerian Civil Aviation Authority (NCAA) has directed domestic airlines to begin blacklisting unruly passengers as a strong deterrent against rising incidents of abuse and misconduct onboard flights and at airports.
This directive was announced on Wednesday in a statement by Michael Achimugu, NCAA’s Director of Public Affairs and Consumer Protection, following a regulatory meeting with several local carriers in Abuja.
“The NCAA has advised airlines to blacklist unruly passengers to serve as a deterrent to others,” Achimugu said.
He noted that the move is part of a broader effort to enforce aviation regulations, protect airline personnel, and restore discipline within Nigeria’s air travel space.
Airlines Cautioned Against Tolerating Passenger Misconduct
Despite a surge in complaints from airline staff, Achimugu expressed concern that some operators have been reluctant to sanction abusive passengers.
“Passengers are obsessed with their rights but often ignore their responsibilities. We will continue educating the public, but airlines must also act decisively,” he added.
“Paying for a flight does not give any passenger the right to assault airline workers or create chaos. Airline staff deserve dignity and protection in the workplace.”
Airline representatives at the meeting included major carriers such as Arik Air, Air Peace, Ibom Air, Max Air, Aero Contractors, ValueJet, United Nigeria, Green Africa, Overland Airways, and Rano Air.
The operators echoed concerns about increasing incidents of verbal and physical abuse targeted at check-in agents and cabin crew, particularly during delays and cancellations.
Beyond Blacklisting: Focus on Refunds, Crew Protection, and Airport Conditions
The meeting also tackled other pressing issues affecting passenger satisfaction and airline operations. Key topics included:
- Delayed or unresolved ticket refunds and compensations
- Enforcement of the in-flight mobile phone switch-off rule
- Introduction of RFID bag tags and real-time flight monitoring technology
- Poor infrastructure at airports managed by the Federal Airports Authority of Nigeria (FAAN)
- Measures to enhance the overall travel experience
Ifueko Abdulmalik, Senior Special Assistant to the NCAA Director-General, condemned the frequent flight rescheduling without proper notice, saying it fuels tensions at airports.
“In recent months, refund-related complaints have spiked. Refunds must be processed promptly, and relief provided for short-landed or missing baggage,” she stressed.
Airline executives at the session demanded increased regulatory backing to protect staff from aggression, especially frontline personnel dealing with frustrated travellers.
They also called on the government to address the decaying airport facilities, which they say contribute to delays and negatively impact customer service delivery.
In response, the NCAA reaffirmed its commitment to collaborate with all stakeholders to:
- Enforce passenger behaviour standards
- Protect airline workers from abuse
- Improve service delivery and communication with passengers
Achimugu said the Authority would intensify public education campaigns on passenger rights and responsibilities while holding airlines accountable for service failures.
The NCAA’s intervention comes as industry stakeholders express growing alarm over escalating incidents of unruly passengers especially at the Lagos and Abuja airports, where airline staff have reported assaults and threats during flight disruptions.
Experts warn that such behaviour not only endangers aviation safety but also demoralises crew members and causes disruptions to airline operations.
“This behaviour cannot continue unchecked,” said one airline manager. “Frontline staff are at risk, and flight safety is compromised when chaos becomes normal.”
Achimugu had earlier hinted at this meeting via his verified X (formerly Twitter) account, noting that the NCAA would engage airline operators on multiple regulatory concerns including refunds, crew protection, and service improvements.
With blacklisting now on the table, the NCAA signals its readiness to take a firm stand against disorderly conduct in the skies and on the ground.
“We are ready to support the airlines but they must also do right by the passengers, who pay high airfares and deserve world-class service,” Achimugu concluded.
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