The Nigerian Civil Aviation Authority (NCAA) has instructed pilots to refrain from operating flights with disruptive passengers present.
The NCAA asserts that the ruling would enhance safety and discipline within the aviation industry, as reported by The Nation.
Michael Achimugu, the Director of Public Affairs and Consumer Protection, delivered the decision today during a meeting with all domestic airlines in Abuja.
Achimugu stated that the pilot would be permitted to operate the plane only when the issues are amicably handled or the disruptive passengers are removed by security.
He stated, “Pilots must refrain from operating the aircraft until disruptive passengers are removed by security or the situation is amicably resolved.” This would significantly enhance the protection of cabin personnel and encourage passengers to treat them with respect.
The incidents are exaggerated due to the pilot in command’s failure to assume control. Henceforth, no passenger is permitted to touch any cabin crew member.
He cautioned the cabin crew to maintain professionalism in executing their responsibilities.
Cabin personnel must maintain politeness, while passengers should not misinterpret the assertiveness of cabin crew as discourtesy.
Beginning next week, the NCAA will implement a notice at various airports, advising passengers of the consequences of both physical and verbal assaults on airline personnel in all terminals.
“We will safeguard individuals requiring protection according to the merits of each case presented to the CAA.” We are dissatisfied with recent developments in the industry, which, although not unprecedented, have garnered excessive negative media attention. Many passengers lack adequate understanding of their responsibilities, and there is an overwhelming focus on rights rather than obligations.
“We aim to ensure that this situation is rectified; however, as we advocate for the retraining of airline cabin and flight crews, we must also safeguard the rights of these individuals.” In performing their honest labor, people must be accorded decency and respect. Compensating for a service does not entitle one to engage in physical violence or exhibit disorderly conduct.
“We cannot permit disorder in the industry at this juncture; hence, we are undertaking all necessary measures to rectify the system. This meeting serves to affirm our support for the airlines while also ensuring they fulfill their obligations to customers who incur substantial airfares.”
Mrs. Ifueko Abdulmalik, the Senior Special Assistant to the Director-General of the NCAA, cautioned that the NCAA will impose sanctions on airlines for failing to inform and provide assistance to customers in the event of flight delays or cancellations.
Martin Abhulimen, the Regional Manager for Lagos/West Africa at Ibom Air, detailed an encounter a ground staff member had with a passenger yesterday.
The events of yesterday (Tuesday) were disagreeable. A passenger arrived 19 minutes prior to the flight. As the flight neared the completion of boarding, a passenger opted to kneel and implore the customer service agent, despite being courteously informed that the counter was closed and no additional passengers could be accommodated. Frustrated by the inability of the check-in personnel to assist her, she became agitated and struck the check-in agent’s head three times with the computer keyboard.
The check-in agent remained inactive due to apparent causes. We contacted the NCAA, Aviation Security personnel, and the police present in the terminal. They solicited the passenger for over 30 minutes, despite the serious assault on our personnel, until the District Police Officer arrived to intervene.
The passenger was managed appropriately and transported to the police station. Only upon arriving at the police station and recognizing the gravity of her situation did she commence her apologies.
He implored the NCAA to broaden the protective rights to ground crew, as they are the initial individuals encountered by passengers.
Sylvia Ohuanyere, the Duty Manager at Green Africa in Abuja, stated, “The ground staff require substantial protection, as we are significantly impacted by the negative conduct of passengers, which has a psychological effect on us.”
A passenger has escalated from insulting me to cursing my children due to delayed flights. Passengers exhibit unruliness when their needs are not met.
Aisha Allanso-Ahumareze, the Customer Experience Manager of Rano Air, acknowledged the passengers’ anger and stated that the majority of aircraft delays are attributed to safety concerns.
She stated: “We acknowledge their frustration; however, ultimately, safety is of utmost importance, not only for the passengers but also for our crew and ground personnel.” Airlines incur significant financial losses when they reschedule or cancel flights. The rationale for this action is to ensure the safety of all parties involved.
“We urge the passengers to remain calm and request that the NCAA exhibit greater understanding and consideration towards the airlines.”
The meeting included representatives from the following airlines: Arik, Ibom Air, Aero, United Nigeria, Green Africa, Max Air, Rano Air, ValueJet, AirPeace, and Overland.
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