As part of efforts to tackle the reoccurring issue of unruly passengers’ the Nigeria Civil Aviation Authority (NCAA) has urged airline operators to ensure that any passenger who exhibits unruly behavior is not allowed to fly.
The Director of Consumer Protection and Public Affairs of the Nigerian Civil Aviation Authority (NCAA), Michael Achimugu, gave the directive at a meeting with all domestic airlines to speak to regulatory issues around the issue, and that of passenger handling protocols; unresolved refund/compensation issues, Introduction of RFID bag tags and flight monitoring technology; Enforcement of phone switch-off instruction and protection for cabin crew and Improved travel experience for passengers on Wednesday in Abuja.
Achimugu, who reiterated solidarity of NCAA with operators stressed that airline operators and their cabin crews also have the right to be protected at all times.
He frowned at the rising incidence of passengers’ unruly behavior with many
often recording such happenings to spread online for negative publicity.
“Henceforth, no pilot should fly an aircraft if there is an unruly passenger on board.
That passenger must either be removed by security or the matter be resolved amicably before the aircraft departs.
“Passengers must understand that being a customer gives you rights, but it also places on you certain responsibilities.
No one has the right to touch a cabin crew member. Cabin crew deserve to carry out their duties with courtesy and dignity,”
Mr. Achimugu wondered why the airlines complain about unruly passengers yet hesitate to blacklist unruly passenger so potentially recalcitrant passengers would know its no longer business as usual.
He reiterated that all airlines’ staff must be treated with dignity, and respect at all times regardless of the situation.
He urged all aggrieved passengers to always escalate issues of flight disruptions and other infractions to the NCAA for regulatory redress rather than resort to assault on airlines staff.
“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.
“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 told the airlines.
Achimugu assured that the Consumer Protection Department would continue to address issues of flight disruptions and service quality.
On her part , the SSA to the DGCA, Mrs. Ifueko Adbulmalik, said it is unacceptable that airlines are rescheduling flights without adequate information, care or reprotection for airlines, insisting such practice should be stopped.
She also maintained that the issue of refunds by airlines must be improved upon.
“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 said adding that first need on short landed baggage must also be complied with as stipulated in the regulation.
Various representatives of the airiness who spoke at the meeting raised concern around constant abuse of check-in staff of he airlines and demanded protection for them.
They also raised concerns around broken infrastructure at the airports operated by FAAN and demanded that this infrastructure be fixed to aid passenger processing.
For instance, the Duty Manager at Green Africa, Sylvia Ohanyere, recalled with bitterness how aggrieved passengers assault and harass them in the course of duty.
In the same vein, Customer Manager at Rano Aisha Allanso, also narrated similar experience.
Airlines present at the meeting include: Arik, Ibom, Aero, United Nigeria, Green Africa, Max Air, Rano Air, ValueJet, Air Peace and Overland
