Rebuilding Trust in Nigeria’s Aviation Through Crisis Communication
By Mukhtar Ya’u Madobi,
Nigeria’s aviation industry has in recent times been rocked by a series of crises that have exposed both the fragility of passenger-airline relations and the widening gaps in communication among stakeholders. From heated altercations at boarding gates to scuffles inside aircraft between passengers and cabin crew, the sector has too often been thrust into the spotlight for the wrong reasons.
One of the most widely reported cases involved renowned Fuji musician, Wasiu Ayinde Marshal (popularly known as KWAM 1), who was prevented from boarding a flight from Abuja to Lagos with a flask containing liquid above the 100ml security limit. His refusal to comply led to a heated exchange with airline officials, during which he allegedly spilled the liquid on one of them in anger.
In another incident, Ms. Comfort Emmanson, who boarded a commercial plane in Uyo en route to Lagos, blatantly refused to switch off her phone at takeoff despite repeated instructions. Upon arrival in Lagos, she lashed out at the cabin crew for compelling her to obey, sparking a commotion that has since been widely described as “unruly behaviour.”
Beyond these episodes, passengers have long complained about flight delays without adequate explanations, poor customer service, and high-handedness from airline staff. Conversely, airline operators and crew members often point to passenger misconduct, disregard for airport protocols, and outright hostility as the triggers of many confrontations.
Similarly, security personnel and aviation authorities have also come under scrutiny for poor handling of sensitive situations, which in many cases only escalated tensions rather than calming them.
In response, the Federal Government, through the Minister of Aviation and Aerospace Development, Festus Keyamo, stepped in to engage passengers, unions, and regulators. His intervention underscored the critical role of government in mediating disputes and rebuilding trust in a sector that is both highly regulated and central to national development.
Yet, these crises should not merely be dismissed as isolated events but as wake-up calls for stakeholders to prioritize effective crisis communication and improved passenger relations.
The aviation sector, by its very nature, is highly sensitive to disruptions. Delays, cancellations, security alerts, and customer dissatisfaction are almost inevitable. What distinguishes a stable system from a chaotic one is the quality of communication during such moments. Poor communication, misinformation, or silence only fuel frustration and erode confidence in the system.
By contrast, effective crisis communication keeps passengers informed in real time, addresses grievances professionally, and prevents misunderstandings from snowballing into conflicts. For instance, when flights are delayed, timely updates and transparent explanations reduce tension. Similarly, when security protocols necessitate stricter checks, proper sensitization minimizes confrontation.
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The recent incidents also highlight that both passengers and operators must play their roles responsibly. Many passengers are notorious for disregarding rules—arriving late for boarding, ignoring security checks, or treating cabin crew with hostility when inconveniences arise. Such attitudes undermine safety and complicate crisis management. Passengers must therefore be continually sensitized on the importance of compliance with aviation regulations, which are designed for safety rather than inconvenience.
On the other hand, operators, crew members, and security personnel must understand that good relations with passengers are indispensable. The way a complaint is managed can either calm a tense passenger or provoke a larger crisis. Professionalism, empathy, and courtesy must be embedded in staff training and daily operations.
Minister Keyamo’s recent intervention reflects the vital role of government in ensuring order in the sector. By engaging all relevant stakeholders, he not only defused tensions but also set the tone for structured dialogue. Going forward, authorities must not only intervene during disputes but also act as policy drivers by institutionalizing mechanisms for dispute resolution.
This calls for urgent reforms by the Nigerian Civil Aviation Authority (NCAA) and the Federal Airports Authority of Nigeria (FAAN). These agencies must strengthen their service frameworks, establish functional crisis communication desks across airports, and enforce compliance with both passenger rights and operator obligations.
To maintain stability and prevent the recurrence of such crises, several strategies must be prioritized. Airlines should establish standardized crisis communication protocols for delays, cancellations, or emergencies, disseminated through SMS, airport announcements, and staff briefings. Continuous passenger education campaigns—through media jingles, infographics, and airport sensitization—must also be sustained.
Additionally, cabin crew, ground staff, and security personnel should undergo regular training on customer relations, conflict resolution, and empathetic communication. Regulators like NCAA and FAAN must create independent mediation units to swiftly handle disputes, while technology should be leveraged for real-time updates on flight disruptions and efficient feedback systems.
Equally important is a culture of accountability. Both passengers and airline staff must face consequences for misconduct. Unruly passengers should be sanctioned in line with national and international aviation laws, while operators who mistreat customers must equally face penalties. Furthermore, consistent stakeholder engagement—bringing together unions, regulators, operators, and passenger associations—should be institutionalized to foster mutual understanding and prevent future crises.
Ultimately, the recent controversies in Nigeria’s aviation industry remind us that while aviation revolves around safety and technical efficiency, human relations and effective communication are just as critical. As Minister Festus Keyamo’s intervention has shown, dialogue and structured engagement can restore calm.
However, sustainable peace in the sector requires more than ad hoc interventions; it demands a deliberate culture of crisis communication, mutual respect, and strict adherence to established protocols by all parties.
For Nigeria’s aviation industry to thrive and regain stability, passengers must respect the rules, while operators, staff, and regulators must demonstrate professionalism, empathy, and transparency. Only through such collective responsibility can sanity be restored, ensuring that the skies remain not just safe but also peaceful for everyone.
Mukhtar Ya’u Madobi is a Research Fellow at the Centre for Crisis Communication. He writes via: [email protected]
