…reiterates solidarity with operators
From Sola Ojo, Abuja
The Director of Consumer Protection and Public Affairs at the Nigerian Civil Aviation Authority (NCAA), Michael Achimugu, has directed domestic airlines not to operate flights whenever there is an unruly passenger on board, stressing that cabin crew must be protected at all times.
Achimugu, who spoke during a meeting with airline operators in Abuja on Wednesday, said the NCAA had observed a disturbing rise in cases of passengers harassing cabin crew, often recording incidents to spread online for negative publicity.
“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 declared.
According to him, while passengers are entitled to quality service for the fares they pay, they also carry the responsibility of good conduct.
He said investigations and data gathered by the NCAA over the years showed that many incidents escalate because pilots fail to take charge and cabin crew members shy away from enforcement for fear of being misrepresented on social media.
“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,” he noted.
Achimugu expressed concern over a recent incident in which public sympathy overwhelmingly supported a passenger while the affected cabin crew member was left without empathy.
He stressed that psychological and physical impacts on crew members must not be ignored.
He also reminded the prospective air passengers that firmness by crew should not be misconstrued as rudeness, warning that disobedience to safety instructions such as switching off phones cannot be tolerated.
“Since when did the punishment for rudeness become physical assault?” he asked.
While pledging NCAA’s support for operators, Achimugu said the Consumer Protection Department would continue to address issues of flight disruptions and service quality.
He, however, emphasised that the Authority stands firmly with operators and crew in dealing with unruly passengers.
Details later
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