The Nigeria Civil Aviation Authority (NCAA) has advised airlines to blacklist unruly passengers to serve as a deterrent to others.
The Director, Public Affairs and Consumer Protection, NCAA, Mr. Michael Achimugu gave the charge on Wednesday in Abuja during a stakeholder meeting with domestic airlines.
The purpose of the engagement was to speak to regulatory issues around unruly passenger behaviour and 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.
Airlines present at the meeting include: Arik, Ibom, Aero, United Nigeria, Green Africa, Max Air, Rano Air, ValueJet, Air Peace and Overland.
Mr. Achimugu wondered why the airlines complain about unruly passengers yet hesitate to blacklist unruly passengers so potentially recalcitrant passengers would know it’s 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 advised 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” Mr. Achimugu noted.
“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.
Also speaking at the event, Mrs. Ifueko Adbulmalik, the SSA to the DGCA said it is unacceptable that airlines are rescheduling flights without adequate information, care or reprotection for airlines.
She also indicated that refunds have also been an issue to airlines which must be improved upon.
“In the last couple of months, there has been an 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 airlines who spoke at the meeting raised concern about constant abuse of check-in staff of the 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.
