BY ANTHONY OMOH
The Nigerian Civil Aviation Authority (NCAA) has unveiled a new three-pillar strategy for managing modern passengers as incidents of unruly behaviour continue to rise across global aviation. The framework aims to equip cabin crew with practical tools to handle today’s unpredictable in-flight environment, where emotional triggers, digital scrutiny and operational pressures now intersect more frequently. Therefore, the NCAA believes that managing modern passengers requires stronger skills, structured training and consistent enforcement.
The approach was presented by Director General of Civil Aviation, Captain Chris Najomo, represented by Julie Obumselu, General Manager, Cabin Safety. This occurred at the 8th Annual Cabin Crew Fair organised by Mama J Aviation Consult Ltd in Lagos. Najomo said the cabin has become a high-pressure “microcosm of society,” where stress, confrontation and disregard for procedures appear more often, especially when managing modern passengers with diverse behaviours.
Safety and Security: The First Pillar in Managing Modern Passengers
Najomo said safety and security form the foundation of the NCAA’s holistic framework for managing modern passengers. He cautioned crew against “normalcy bias,” which assumes flights will always unfold routinely. He stressed that every flight presents unique risks, and every passenger carries different behavioural cues.
He reminded crew that their licence gives them regulatory authority under the Nigeria Civil Aviation Regulations (Nig. CARs). Therefore, they must enforce safety instructions confidently, especially during non-compliance. According to him, the NCAA maintains zero tolerance for unruly passengers because disruptions threaten the overall safety ecosystem and complicate managing modern passengers effectively.
Empathy as a Strategic Tool
The second pillar focuses on service delivered with empathy. Najomo said passengers respond better when they feel acknowledged. He explained that tone, clarity and reassurance shape how passengers interpret instructions during turbulence, delays or onboard shortages, which are critical moments in managing modern passengers.
He added that emotional intelligence, expectation management and calm communication help de-escalate tension before conflict emerges. Situations involving seat disputes, missing meals or delayed departures require emotional steadiness. “Empathy transforms conflict,” he said, adding that empathy is central to managing modern passengers in today’s aviation environment.
Self-Care and Resilience for Crew
Najomo said the third pillar addresses self-care and resilience. He described fatigue and emotional exhaustion as silent risks that weaken judgment. Therefore, airlines should prioritise mental-health support, open communication and debriefing systems.
He urged crew to look out for one another, noting that a resilient cabin team manages conflict more decisively. He added that self-care is not a luxury but a professional necessity, especially for crew members tasked with managing modern passengers under pressure.
MamaJ Highlights Strength of Nigeria’s Cabin Crew Profession
Convener of the Cabin Crew Fair and founder of MamaJ Aviation Consult Ltd, Joy Ogbebo, welcomed participants stating that conflict now has a digital dimension.
She warned that passengers record incidents without context, turning private disagreements into viral content, which complicates managing modern passengers in real-time.
Also, she noted that crew now operate under constant scrutiny because smartphone footage can distort professionalism. Therefore, airlines must protect crew when viral clips circulate. In addition, digital-etiquette awareness and transparent communication reduce misinterpretation.
Ogbebo said conflict often begins with emotions triggered by delays, discomfort or unmet expectations. Meanwhile, empathetic listening and calm engagement remain the fastest path to de-escalation when managing modern passengers under pressure.
Social Media Now Shapes Cabin Conduct
She added that social media influences passenger behaviour as individuals rush to record even routine procedures. MamaJ explained that clips taken out of context may appear confrontational, creating additional pressure for crew already responsible for managing modern passengers.
She urged airlines to build support systems that help staff manage digital exposure. She also encouraged regulators, airlines and passengers to promote responsible device use. “Social media mirrors society. Managed wisely, it can drive transparency,” Ogbebo said.
Digital Conflict Is Now Part of In-flight Reality
Speaking on behalf of the Director of Public Relations and Consumer Protection, Michael Achimugu, Deputy General Manager Mike Efere reaffirmed the critical role cabin crew play in Nigeria’s aviation ecosystem.
Efere said cabin crew services remain central to safety, compliance and operational stability, especially as airlines face new behavioural trends linked to managing modern passengers. With decades of industry experience, she emphasised that crew professionalism reflects directly on national aviation standards.
He explained that cabin crew serve as frontline safety personnel who protect passengers and reinforce regulatory compliance during every phase of flight. The Director’s representative further noted that their responsibilities now extend beyond hospitality, as modern operations demand stronger awareness, technical competence and emotional intelligence. According to him, Nigeria’s regulatory framework ensures that these expectations align with ICAO Standards and Recommended Practices, especially as the industry adapts to managing modern passengers more effectively.
Ogbebo said cabin crew fulfil dual responsibilities: enforcing safety procedures and delivering customer service grounded in empathy. She added that their performance affects airline reputation and passenger confidence. Meanwhile, rising regional connectivity and expanding carriers such as Air Peace and Ibom Air continue creating new opportunities for skilled crew members. Therefore, proper training and regulatory alignment are crucial in managing modern passengers in a fast-evolving market.
He also identified existing challenges, including uneven regulation enforcement, limited training capacity and high workload-related turnover. However, he noted that NCAA reforms under the Civil Aviation Act 2022 are improving oversight and strengthening compliance across the sector. Therefore, she urged stakeholders to invest in crew training, welfare and continuous development so Nigeria can build a resilient workforce capable of managing modern passengers effectively.
A Shared Responsibility for Safer Cabins
The NCAA said managing modern passengers must involve regulators, airlines and travellers. Najomo urged airlines to strengthen conflict-management training and improve crew-welfare structures. He added that the NCAA will continue updating policies that enhance cabin safety and support crew in managing modern passengers confidently.
“You are more than crew. You are the calm in the storm. You are the authority when chaos threatens,” he said.
