The Nigeria Civil Aviation Authority (NCAA) has instructed that airline operators do not fly if any passenger exhibits unruly behaviour until the issue is resolved.
The NCAA Director , Public Affairs and Consumer Protection, Michael Achimugu gave this instruction to airline operators during a meeting which was organised by the Authority to deal with pressing issues affecting the aviation sector such as flight disruption, unresolved refund , passengers unruly behaviour, introduction of Radio Frequency Identification (RFID) bagtags and flight monitoring technology, enforcement of phone switch-off instruction , protection for cabin crew and improved travel experience for passengers.
He noted that passengers being customers to the airlines have rights but are not permitted to physically abuse a cabin crew member.
Achimugu assured airlines of the Authority’s support but enjoined them to do their jobs properly in order to satisfy customers who are paying for their service.He urged 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.
“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 be resolved amicably before the aircraft departs.
“Passengers must understand that being a customer gives you rights, but it also places on you certain responsibilities.No one has the right to touch a cabin crew member. Cabin crew deserve to carry out their duties with courtesy and dignity.
“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.
“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 said.
The Senior Special Assistant to the DG of NCAA ,Mrs. Ifueko Adbulmalik, emphasised that refunds are made to customers as soon as possible as there have been numerous complaints about it lately .
She added that it is unlawful for airlines to reschedule flights without adequate information and care .
“In the last couple of months, there has been escalation in complaints on refunds. Refunds should be made for flight cancellations as at when due.”, she said .
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