The Director-General of the Nigeria Civil Aviation Authority, Capt. Chris Najomo has instructed domestic airlines to refrain from conducting flights when a disruptive passenger is on board, emphasising the need for constant protection of cabin personnel.
The Director of Consumer Protection and Public Affairs at the Nigerian Civil Aviation Authority (NCAA), Michael Achimugu, stated this at a stakeholder interactive session with domestic airline operators in Abuja.
He said the NCAA had observed a rise in cases of cabin and ground crew harassment from passengers.
“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 resolved amicably before the aircraft departs,” he said.
He revealed that findings and data gathered by the NCAA recently showed that many incidents escalate because pilots-in-command fail to take charge and cabin crew members shy away from enforcement.
Achimigu, however, cautioned cabin and ground crews not to abuse the directive. He urged them to always be professional and always look for suitable means of de-escalating issues when faced with some of these challenges.
“This instruction to pilots does not give cabin crew the leverage to treat passengers poorly in any way, shape or form. Please, I must note this, state this very clearly. Cabin crew are not being given the leverage to treat passengers poorly.’’
“You must remember your training in moments like this. And the first go-to must always be de-escalation.”
Imposed on airlines
Responding to concerns about delays in refunds on the part of the airlines, the Senior Special Assistant to the DG of NCAA, Ifueko Abdulmalik, said sanctions will be imposed on airlines found wanting.
According to her, “When a delay for a refund is beyond 14 days, what the NCAA does is send a letter of investigation to the airline. That’s a prelude to sanctions if it has been established that there’s an infraction in that regard.
“But sometimes these delays that go beyond 14 days are actually a result of communication gaps between the airline and the passenger.”
“For instance, the airline wants more information, bank details, evidence of passengers, things like that. So in those cases, we understand that that’s what the NCA does. It gives the airline an opportunity to explain why that delay has lingered for that long.”
“And then if indeed the airline is found wrong, then sanctions will apply.”
Sylvia Ohanyere, duty manager of Green Africa Airlines in Abuja, while highlighting some of the challenges encountered, called for more protection of ground staff.
“What I understand from this passenger is that once you cannot give them what they want, no matter what you tell them, they won’t want to listen. You know, even if you have to explain all that is obtainable or the compensation that you’re going to give, but as long as you’re not giving them that flight to travel at that time, there’s nothing you can do.”
“So, like my colleague has said, as you have spoken about the group, I think the ground staff too really need a lot of protection because we are the most people that have been affected by this.”
Priority is safety
Similarly, Aisha Alonso, the customer experience manager at Rano Air, called on passengers to be more understanding, as the paramount priority is safety at all times.
“Sometimes they come as far as the head office to air their views. Now, we understand they are frustrated. But at the end of the day, safety is paramount.”
“We are pleading on behalf of the airlines that the passengers should please take things easy. And the NCAA should please be more understanding and more considerate of the airlines themselves. Because, like I said, this is a business.”
The NCAA further announced plans to embark on a nationwide passenger awareness campaign to enlighten the public on their rights and responsibilities.