The Nigerian Civil Aviation Authority has told domestic airlines to place unruly passengers on a blacklist as a deterrent to others and to protect airline staff from abuse. The Director of Public Affairs and Consumer Protection at the NCAA, Michael Achimugu, made this known on Wednesday in a statement issued by the Authority.
According to the statement, “The Nigeria Civil Aviation Authority has advised airlines to blacklist unruly passengers to serve as a deterrent to others.” Achimugu explained that the directive formed part of wider regulatory issues discussed with airlines, including unruly passenger behaviour, passenger handling protocols, unresolved refunds and compensation, the planned introduction of RFID bag tags and flight monitoring technology, enforcement of in-flight phone switch-off rules, protection for cabin crew, and measures to improve passengers’ overall travel experience.
Airlines represented 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 expressed concern that many airlines were reluctant to take firm action against disruptive passengers despite repeated complaints.
“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. 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 said.
He stressed that all airline staff should be treated with dignity and respect at all times, regardless of the situation, and advised passengers to channel complaints through the NCAA rather than resort to violence. “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,” Achimugu added.
Also speaking at the meeting, the Senior Special Assistant to the Director-General of Civil Aviation, Ifueko Abdulmalik, criticised the trend of rescheduling flights without adequate notice or consideration for passengers.
“In the last couple of months, there has been an escalation in complaints about refunds. Refunds should be made for flight cancellations as and when due,” she said. Abdulmalik also emphasised compliance with regulations requiring airlines to provide immediate relief in cases of short-landed baggage.
Airline representatives, including those from Arik Air, Ibom Air, Aero Contractors, United Nigeria, Green Africa, Max Air, Rano Air, ValueJet, Air Peace, and Overland Airways, voiced concerns over frequent abuse of check-in staff. They demanded stronger protection measures for frontline employees.
They also complained about deteriorating airport infrastructure under the management of the Federal Airports Authority of Nigeria (FAAN) and urged improvements to ease passenger processing and reduce tensions at airports.
In response, the NCAA pledged continued collaboration with operators to enforce passenger protection regulations, safeguard airline staff, and improve the travel experience for customers. Achimugu noted that the Authority would intensify public education on passenger rights and responsibilities while working with airlines to strengthen customer service delivery.
On Tuesday, he had announced via his verified X handle that the NCAA would meet with airlines in Abuja to deliberate on key regulatory concerns. The agenda covered passenger misconduct, refund and compensation issues, enforcement of phone switch-off rules, crew protection, and measures to improve service delivery.
The NCAA’s announcement comes amid an increase in incidents involving unruly passengers in recent months. Reports of assaults on check-in agents and cabin crew during delays and cancellations at Lagos and Abuja airports have raised alarm within the industry.
Stakeholders warn that such behaviour threatens aviation safety, demoralises staff, and disrupts flight operations. With airlines, regulators, and airport authorities under pressure to restore order, the NCAA’s call for blacklisting disruptive passengers marks a decisive step towards safeguarding both workers and the flying public.
