Managing modern passengersFrom left: Anthony Ukachukwu, CEO, Aviators Africa; Mike Efere, Deputy General Manager, Public Relations, NCAA, representing Michael Achimugu, Director, Public Relations & Consumer Protection; Rex Okunor, CEO, Afrowings Aviation Academy; Joy Ogbebo, Convener; Julie Obumselu, General Manager, Cabin Safety, NCAA, representing the Director General of the NCAA, Captain Chris Najomo; Fela Ojekale, NCAA; and Olisakwe Livinus, Head of Security, Bellagio Air, at the 8th Annual Cabin Crew Fair by Mama J Aviation Consult, themed “Managing Passengers Onboard: A Holistic Perspective,” held on 14th November 2025 at the NCAA Lagos Regional Office Annex.
…restates zero-tolerance policy towards acts of unruly behavior
The Nigeria Civil Aviation Authority (NCAA) has urged flight attendants to display emotional intelligence, be empatetic and display professionalism in dealing with ’emerging passengers’ in an emerging aviation economy.
Director General, NCAA, Capt. Chris Najomo gave this charge at the 8th Annual Cabin Crew Fair hosted by Mama J Aviation Consult with Theme: “Managing Passengers Onboard: A Holistic Perspective”, held on Friday at the NCAA Lagos Regional Office Annex.
Najomo , who was represented by Julie Obumselu, General Manager, Cabin Safety, NCAA, said that excellent, empathetic service is the most powerful tool of cabin crew members for preventing incidents.
According to him, a passenger who feels seen, heard, and valued is far less likely to become a problem, adding that ‘this is the core of the holistic approach.’
“We must remember that every interaction between cabin crew and passengers can either reinforce or diminish public confidence in the aviation industry. Therefore, cabin crew professionalism is not just about hospitality, it is majorly about safety, emotional intelligence, and regulatory compliance. In a holistic model, safety is not just about reciting the safety briefing and demonstration. It is about proactive command of the cabin environment.”, he said
In reading the emotions passenger, the DGCA urged airline crew to look beyond the boarding activities and concentrate attention on the physical mood of passengers who may only need a little warmth from cabin members to caml their stress.
Najomo spike of communication as another safety tool that van make it mar a flight depending on how messages are passed.
“The boarding door is your gateway to assessment. Look beyond the boarding pass. Is that passenger stressed? Anxious? Tired? Perhaps a simple, warm greeting, smile and a little assistance can defuse a potential situation down the line. How you communicate is as important as what you communicate. In a stressful situation, like turbulence, a calm, reassuring tone is as crucial as the instruction itself, bear in mind that you are managing human emotions, not just providing information.”, he added.
He however, urged them to be vigilant against the “normalcy bias,” where they become desensitized to routine, nothing that ‘every flight is unique, every passenger is unique. Your constant vigilance—scanning the cabin, identifying potential triggers, and anticipating issues before they escalate—is your first line of defense. The NCAA mandates your training for a reason. We expect you to apply it with situational awareness on every single sector.’
He urged cabin crew not be intimidated by unruly passengers adding that the NCAA has a zero-tolerance policy towards acts of unruly behavior that jeopardize safety.
“We fully support the use of enforcement actions, in line with international standards and our national regulations. You are not alone in this. Report every incident. We are here to back you up. A safe cabin is a shared responsibility, but the ultimate authority rests with you, the crew.
“Your license is the authority, granted you by the Nigeria Civil Aviation Regulations (Nig.CARs). You must exercise the privileges with confidence. When a passenger challenges a safety procedure—be it fastening a seatbelt, stowing a bag, or the use of electronic devices—your response must be firm, consistent, and grounded in regulation. De-escalation is not about surrender; it is about using calibrated communication to achieve compliance without compromising safety.”, he added.
Speaking on managing expectations by passengers, he said the crew should display utmost empathy where expectations are not readily met.
According to him, ‘the holistic cabin crew member understands that service recovery is key. A delayed flight, a missing meal, a broken entertainment screen are flashpoints. Empathy comes in very handy. Soothing Words —”I understand your frustration, sir, and I am truly sorry for the inconvenience. Let me see what I can do for you right now”—can transform a furious passenger into an understanding one. You are not just serving but managing a human being’s emotional journey.’
