“Industry Insiders Push for Two-Way Awareness to Ease Passenger–Crew Tensions”

The Nigerian Civil Aviation Authority (NCAA) has reignited debate on the need for improved relations between passengers and frontline airline staff, following renewed concerns over rising cases of unruly behavior at airports and onboard flights.

Leading a sensitization campaign across airport terminals, the NCAA’s Director of Public Affairs and Consumer Protection, Mr. Michael Achimugu, emphasized that cabin crew and ground workers should not be viewed as enemies but as critical partners in ensuring safe and seamless air travel.

“Cabin crew are not the enemy. They do not make the rules; their duty is to keep you safe and support your journey,” Achimugu told passengers, warning that physical or verbal attacks on aviation staff endanger safety and disrupt operations.

While the NCAA’s message highlights the vulnerability of frontline workers, industry observers and travelers insist that the conversation must also address the triggers of such conflicts. Experts note that unruly behavior does not always start with passengers; it can be sparked by poor communication, indifference, or mishandling of situations by airline staff.

“Sometimes it begins with how staff talk to stressed passengers,” said aviation analyst Tunde Balogun. “A dismissive tone or lack of empathy can quickly escalate tensions. Airlines must remember that respect has to be mutual.”

Passengers interviewed at Murtala Muhammed International Airport, Lagos, echoed similar sentiments. “We understand that flight attendants are just doing their jobs, but passengers also deserve better communication. Respect must go both ways,” one traveler remarked.

The NCAA, according to experts, faces the challenge of striking a balance: protecting airline staff from abuse while also ensuring passengers are not dismissed as the sole culprits in conflict situations. Industry insiders argue that a two-way awareness campaign is needed, one that educates passengers on proper conduct and equally trains airline staff on conflict de-escalation, empathy, and professional communication.

As tensions continue to flare occasionally in Nigeria’s busy airports, the reflection is clear: neither passengers nor cabin crew are the enemy. Both sides share responsibility in building a travel environment rooted in respect, patience, and partnership.