Recent incidents involving unruly behaviour by passengers at Nigerian airports have highlighted the need for a more professional approach to managing passenger conduct in the aviation industry.
One notable recent case involved popular Fuji musician King Wasiu Ayinde Marshal, also known as Kwam 1 (or K1), who was denied boarding after carrying a bottle containing a liquid substance, which he claimed was water.
His reaction caused flight delays and violated aviation safety regulations. He was to tender a public apology and, among others, his six-month flight ban was reduced to one month.
Before the dust settled, another incident occurred with Ms. Comfort Emmanson as the main subject.
She was swiftly arraigned for allegedly assaulting cabin crew members on an Ibom Air flight after allegedly refusing to switch off her phone before take-off. The incident led to her detention and sparked debates about passenger and crew conduct and safety.
Retired pilots and air hostesses have shared their experiences of dealing with passengers whose conduct had threatened the safety of crew members and disrupted flight operations.
Speaking on these issues, former industry leaders emphasise that airlines and airport security should handle unruly passengers professionally by involving security personnel rather than direct crew confrontation.
LEADERSHIP Weekend reports that in the last few days, there have been stories of unruly passengers who have tested the resolve of crew members and other airport staff.
Firstly, King Wasiu Ayinde Marshal, also known as K1, was prevented from boarding with a bottle of liquid, which he said was water.
His reaction allegedly obstructed the safe operation of the aircraft, in violation of the Nigerian Civil Aviation Regulations, 2023, as he stood in front of the ValueJet Airlines aircraft after he was denied boarding.
For that he was roundly publicly condemned and officially sanctioned.
Also, for not seeking clearance before taxiing, the pilot and co-pilot of ValueJet Airlines got their licences suspended.
Furthermore, Ms Comfort Emmanson was remanded at the Kirikiri Correctional Centre, Abuja, on Monday after she was arraigned for alleged assault on cabin crew members of Ibom Airlines.
Viral videos captured Emmanson slapping and kicking airline and airport officials, including a female air hostess, after she allegedly refused repeated instructions to switch off her phone before take-off.
She was seen being dragged off the aircraft by airline security operatives, even as Ibom Air accused her of nearly using a fire extinguisher from the aircraft to attack officials before being restrained.
However, speaking to LEADERSHIP Weekend, the immediate past director general of the Nigerian Civil Aviation Authority (NCAA), Capt. Musa Nuhu said that when he experienced an unruly passenger over 15 years ago, he handed him over to the security agencies.
According to him, the weather was bad and when he landed the aircraft, a passenger who was aggrieved by the way the plane landed wanted to attack him, saying he wanted to kill him.
Capt Nuhu, Nigeria representative at the International Civil Aviation Organisation (ICAO), said the passenger was violent, shouting and screaming at the top of his voice
“Fifteen years ago when I was a pilot with Aero Contractors, we had a flight. If I can recall, it was from Calabar to Lagos. The weather was bad, we landed, and one passenger got very angry. When we landed, he wanted to come into the cockpit and attack the captain, saying I tried to kill him. I mean, he was kind of violent, shouting and screaming.”
“He said he was going to write in the newspapers, that he was going to deal with me, that he was going to ruin my life, my career, among others, but I called the security and handed him over to them, and I never heard from him again,” he stated.
Capt. Nuhu, however, expressed disappointment at the way the aircraft pilots of ValueJets handled the Kwam 1 issue and the cabin crew of Ibom Airlines managed the Emmanson case.
Also sharing his experience, a former rector of the Nigeria College of Aviation Technology (NCAT), Capt. Sam Caulcrick said that during his flying days, he never got involved with passengers.
According to him, if any passenger becomes unruly onboard, the captain would call the Air Traffic Control officials (ATC) who would invite security officials to deboard the unruly passenger.
Caulcrick, a much sought-after pilot who worked with the defunct Nigerian Airways, Saudi Arabia Airlines and also flew cargo planes in the United Kingdom, agreed that the two incidents, especially that of the popular Fuji musician, were not handled professionally by the airlines’ crew members.
“In my days, the cabin crew never got involved with passengers. If there is an unruly passenger, we call air traffic controllers, tell them the issue, and ask them to send us security personnel to handle the issue.
“I have never got involved with passengers and that’s the best way: allowing security to come onboard to deal with the issue. They would offload the passenger and the crew will never get involved because that’s the security personnel’s job.
“But the case you are having now is not being handled professionally. Let’s take the first case of the ValueJet: all the captain should have done was, after the door was closed and those people still hanging around the aircraft is just to call the ATC, because, out of annoyance, they did not even get the clearance to taxi and there are people around the aeroplane which she should have just requested security to clear them out of her way.
‘‘You won’t say more than that. There will be no contact with the crew as security will come and clear the place. That’s as simple as that, nobody will be embarrassed.
“FAAN is in charge of security, but the crew do not have contact with FAAN but with the ATC. The pilot calls the tower, and the tower will call FAAN, who will, thereby, send security operatives to arrest the situation. We have had so many issues like that and no problem at all.”
Speaking on the Ms Emmanson incident at the Lagos airport, Capt Caulcrick said the incident wasn’t professionally handled.
“I think maybe it’s because of their lack of experience, these airlines are all new. For instance, when Nigeria Airways was there, Nigeria was an established airline that had been run by KLM and other established airlines. Ordinarily, the Pilot should have called the ATCs and the security agents would be the first to board the aircraft and escort the passenger off the aircraft,” Capt. Caulcrick said.
“It’s a learning curve, it’s not an issue, and it won’t destroy the aviation sector,” he explained.
Also speaking to LEADERSHIP Weekend, a retired air hostess with Virgin Nigeria, Joy Ogbebo, said she encountered so many unruly passengers during her active flying time.
According to Ogbebo, during one encounter, the cabin crew, led by the pilot and the co-pilot, called for the intervention of the Federal Airports Authority of Nigeria’s (FAAN) Aviation Security (AVSEC) officials.
Ogbebo, who had over 15 years of active flying experience with Okada Airline, Virgin Nigeria, Air Nigeria and Discovery Air, said her first experience with an unruly passenger involved a male passenger who decided to occupy her assigned crew seat, claiming it offered more legroom.
According to the former cabin crew member with defunct Associated Airlines, the passenger demanded she sat in his assigned seat instead.
“He was a physically imposing man, taller than everyone on board and displayed an aggressive attitude, harassing anyone who tried to reason with him. Even the captain’s intervention did little to de-escalate the situation. It wasn’t until AVSEC was called in that the matter was resolved. Unfortunately, his actions caused a delay to the flight and discomfort to other passengers.
“In another instance, a passenger insisted on sitting in the emergency exit row with a large “Ghana Must Go” bag filled with money. Despite being briefed on the importance of keeping that area clear for safety reasons, he refused to move, even after being offered another seat. Again, AVSEC had to step in.”
Handling Unruly Passengers Is Part of the Job
Ogbebo, however, disclosed that unruly passengers are part of the job, saying cabin crew daily interact with thousands of individuals often in high-pressure environments.
“On a busy day, operating six sectors with full flights can mean managing the behaviour and emotions of over 1,000 passengers within 24 hours in a confined space. With such volume, encountering a few difficult individuals is almost inevitable.
“Our training as cabin crew prepares us for this. We undergo intense, continuous training to handle diverse scenarios. This includes passenger psychology, conflict resolution, safety protocols, and emergency procedures. Understanding human behaviour shaped by nature, nurture, and perception is crucial. My initial training in passenger psychology proved invaluable in de-escalating many onboard issues.”
When asked whether passengers can stop being unruly and violent, she said it may not be possible.
She, however, noted that there had been an increase in the cases of unruly behaviour due to a lack of awareness about aviation rules and safety procedures.
“People will always behave according to their background, personality, and beliefs. But we can manage and mitigate their behaviour through training, professionalism, and enforcement. Over the years, I’ve observed an increase in cases of unruly behaviour. In my view, the reasons include: lack of awareness about aviation rules and safety procedures; ignorance of the consequences of non-compliance; ego and a sense of entitlement, especially among passengers with high social status.
“Others are weak enforcement of rules and inadequate penalties for violations, and misconceptions about the role of the cabin crew. Many still believe that cabin crew members are simply onboard to serve tea and coffee. Nothing could be further from the truth,” she stated.
On Switching Off Phones In-flight
The air hostess, speaking on switching off phones during take-off and landing, said compliance goes a long way in keeping the skies safe for both passengers and crew members.
“Every airline operates under Standard Operating Procedures (SOPs), and while the foundation of safety is the same across the industry, the specific rules can differ slightly from one airline to another.
“Airline ‘A’ may allow phones to stay in flight mode throughout the journey while airline ‘B’ may require passengers to completely switch off their phones for the entire flight.
“Both are valid, both are safe but both must be respected. The mistake many people make is ‘since the last airline allowed flight mode, why are you asking me to switch off?’ but the answer is simple: different airline, different policy
“At the end of the day, these rules are in place to protect you and everyone else on board. So, the best thing to do is to pay attention to crew instructions, respect the airlines’ conditions of carriage and remember that it’s always safety first and a little compliance goes a long way in keeping the skies safe for all of us,” she added.
