NCAA Mandates Blacklisting of Unruly Passengers by Domestic Airlines to Enhance Safety and Staff Protection

The Nigerian Civil Aviation Authority (NCAA) has issued a directive to domestic airlines requiring them to blacklist passengers exhibiting unruly behavior, aiming to deter future incidents and safeguard airline personnel from abuse.

Michael Achimugu, Director of Public Affairs and Consumer Protection at the NCAA, announced the measure during a meeting with airline representatives in Abuja. In a statement released on Wednesday, Achimugu emphasized that the blacklisting policy is part of broader regulatory efforts to address passenger misconduct and improve overall aviation standards.

The discussions, which involved key operators such as Arik Air, Ibom Air, Aero Contractors, United Nigeria, Green Africa, Max Air, Rano Air, ValueJet, Air Peace, and Overland Airways, covered a range of issues including passenger handling protocols, unresolved refunds and compensation claims, the upcoming rollout of RFID bag tags and flight monitoring systems, enforcement of in-flight mobile phone restrictions, and enhanced protections for cabin crew.

Achimugu highlighted the NCAA’s frustration with airlines’ hesitance to impose strict measures against disruptive individuals, despite numerous complaints. “Passengers are obsessed with rights but not responsibilities,” he stated. “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 urged passengers to direct grievances to the NCAA instead of resorting to violence, underscoring that all airline employees deserve respect under any circumstances. Achimugu also affirmed the authority’s commitment to supporting airlines while holding them accountable for delivering high-quality service, given the elevated airfares passengers endure.

Ifueko Abdulmalik, Senior Special Assistant to the Director-General of Civil Aviation, addressed rising complaints about flight rescheduling without proper notification. “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 further stressed the need for airlines to comply with rules mandating immediate assistance for passengers affected by delayed or missing baggage.

Representatives from the attending airlines raised alarms over the frequent verbal and physical abuse faced by check-in staff, calling for robust protective measures. They also pointed to the declining state of airport facilities managed by the Federal Airports Authority of Nigeria (FAAN), which they say exacerbates passenger frustrations and delays in processing.

In response, the NCAA committed to fostering closer collaboration with airlines to uphold passenger rights, protect frontline workers, and elevate the travel experience. Achimugu announced plans to ramp up public awareness campaigns on passenger obligations and partner with operators to bolster customer service.

The directive follows Achimugu’s announcement on his verified X account the previous day, outlining the agenda for the Abuja summit, which included tackling passenger misconduct, refund disputes, phone usage enforcement, crew safety, and service enhancements.

This move comes against a backdrop of surging unruly passenger incidents in recent months, including assaults on ground and cabin staff amid flight delays and cancellations at major hubs like Lagos and Abuja airports. Industry stakeholders have warned that such disruptions pose risks to aviation safety, erode employee morale, and hinder operational efficiency. The NCAA’s blacklisting initiative represents a firm strategy to restore discipline and ensure the well-being of both aviation workers and travelers.