The Nigerian Civil Aviation Authority (NCAA) has directed domestic airlines to place unruly passengers on a blacklist as a deterrent to others and to safeguard airline staff from abuse.
Michael Achimugu, NCAA’s Director of Public Affairs and Consumer Protection, disclosed this in a statement issued on Wednesday.
According to him, “The Nigeria Civil Aviation Authority has advised airlines to blacklist unruly passengers to serve as a deterrent to others.”
Achimugu explained that the directive was part of wider regulatory issues discussed with airlines, covering unruly passenger behaviour, passenger handling protocols, unresolved refunds and compensation, the planned rollout of RFID bag tags and flight monitoring technology, enforcement of in-flight phone switch-off rules, crew protection, and measures to improve passengers’ overall travel experience.
Airlines present at the meeting included Arik Air, Ibom Air, Aero Contractors, United Nigeria, Green Africa, Max Air, Rano Air, ValueJet, Air Peace, and Overland Airways.
Despite repeated complaints, Achimugu expressed concern that many airlines were still reluctant to act against disruptive passengers.
“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 emphasised that passengers should channel complaints through the NCAA rather than resorting 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 at the meeting, Ifueko Abdulmalik, Senior Special Assistant to the Director-General of Civil Aviation, criticised airlines over frequent rescheduling of flights without due notice to 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, while also stressing compliance with rules requiring airlines to provide immediate relief for short-landed baggage.
Airline representatives echoed concerns over abuse of check-in staff, demanding stronger protection measures for frontline employees. They further decried deteriorating airport infrastructure under the Federal Airports Authority of Nigeria (FAAN) and urged improvements to reduce passenger stress and conflict.
In response, the NCAA pledged continued collaboration with operators to enforce passenger protection regulations, safeguard airline staff, and enhance customer experience. Achimugu noted that the Authority would intensify public education on passenger rights and responsibilities while partnering with airlines to strengthen service delivery.
He had earlier announced on Tuesday, via his verified X handle, that NCAA would meet airlines in Abuja to deliberate on key regulatory concerns. The agenda covered passenger misconduct, refunds and compensation, phone switch-off enforcement, crew protection, and overall service improvement.
The NCAA’s directive follows a rise in reports of unruly passengers in recent months, including assaults on check-in agents and cabin crew during delays and cancellations at Lagos and Abuja airports.
Stakeholders warn that such behaviour undermines aviation safety, demoralises staff, and disrupts flight operations. With tensions growing, the NCAA’s call for blacklisting disruptive passengers marks a decisive step toward protecting airline workers and the travelling public.