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BY ANTHONY OMOH
Passengers’ rights and responsibilities was the centre of a debate sparked by Director of Public Relations and Consumer Protection at the Nigerian Civil Aviation Authority (NCAA), Mr. Michael Achimugu. Read More on IATA ‘s Unruly Passenger Takes
The senior aviation official posited that while passengers are quick to demand their rights, they often ignore their responsibilities. Read more on
Achimugu, argues that passengers are “obsessed with their rights but they choose to ignore their responsibilities.” Authorities Apprehend Three Unruly Passengers
This bold statement was a key theme at a recent stakeholder engagement meeting, highlighting a growing challenge in Nigeria’s aviation sector.
According to Mr. Achimugu, there’s a huge difference in online engagement. He noted that social media posts about passengers’ rights get lots of impressions and positive feedback.
However, posts that focus on responsibilities get “almost minimal” engagement. The fact that people know more of passengers’ rights means that the NCAA’s awareness campaigns are working.
The Reality of Passengers’ rights and Responsibilities
Mr. Achimugu challenged the idea that passengers are unaware of the rules. He said that since December 2023, the Consumer Protection department has consistently promoted “rights and responsibilities.”
However, he asked a tough question: “Can you force people to see what they do not want to see?” He suggests that people simply choose to ignore their duties.
The recent high-profile incidents involving unruly passengers have exposed gaps in the system.
Achimugu believes that these events have provided a learning opportunity for all involved.
He is “very certain that K1 the ultimate will never never try what he did again.” This indicates that lessons are being learned across the board.
Understanding Aviation’s Strict Rules
The rules of life “change the moment you enter into an airport,” Mr. Achimugu stressed. He emphasized that personal opinions about passengers’ rights are secondary to safety.
“The argument about whether airplane mode is better than turning off your phone completely is not for when you are about to take off. You have to arrive safely first,” he explained.
He clarified that the method of arresting an unruly passenger is not up to the individual.
“There’s a difference between how you arrest a cooperating suspect and an uncorporating suspect,” he said.
The decision on the arrest procedure “is not in the hands of the suspect or the general public.” This underscores the authority of the flight crew.
A Regulatory Body on the Rise
The NCAA’s Consumer Protection department has had a record-breaking year under Director-General Captain Chris Najomo.
In 2024, the authority recorded its “largest volume of reserve cases.” It also processed the highest volume of refunds and compensations in its 25-year history.
This increased activity shows that passengers’ rights are being upheld.
An airline manager confirmed the impact of the NCAA’s focus on consumer protection and passengers’ rights. “The way the NCAA is now carrying on this consumer protection matter… it has made us rise to the occasion,” the manager admitted.
This shows that airlines are becoming more compliant. The NCAA’s automated complaint system, introduced by the voice of Captain Najomo, makes it easy for passengers to report issues and stand up for their rights.
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