Nigeria’s aviation industry is facing renewed scrutiny as a Civil Society Organisation (CSO), the Network for the Actualisation of Social Growth and Viable Development (NEFGAD), has sharply criticised Ibom Air and other aviation stakeholders over the treatment of Comfort Emmanson, a female passenger recently banned from flying with the carrier.
In a strongly worded statement issued on Monday, NEFGAD’s Head of Office, Omoniyi Akingunola, described the lifetime ban and the events leading up to it as “unfair, unjust, and unacceptable”, offering the passenger free legal representation to challenge the sanctions.
The controversy began after videos surfaced on social media showing Emmanson in a heated altercation with Ibom Air flight attendants and airport security officials on a flight inbound from Uyo to Lagos.
Ibom Air, in its official statement, claimed the passenger had refused to comply with standard aviation safety procedures — specifically the requirement to switch off her mobile phone before take-off. According to the airline, her refusal escalated into a confrontation that allegedly endangered the safety of crew, passengers, and the aircraft itself.
The airline subsequently imposed a permanent travel restriction on Emmanson, while the Airline Operators of Nigeria (AON) collectively announced that she would not be allowed to fly with any Nigerian carrier going forward.
NEFGAD has challenged this narrative, insisting that the public has only seen partial, selective footage taken after the confrontation had moved outside the aircraft. Akingunola urged Ibom Air to release the full in-flight video to provide context.
“It is wrong to judge the incident based solely on the clip recorded outside the aircraft,” Akingunola stated. “It appears something happened inside the plane, and the lady reacted after she was prevented from disembarking — an apparent orchestrated provocation to ensure she was penalised for whatever had transpired in-flight.”
He further questioned how a passenger forcibly dragged from a plane could be expected to maintain composure, noting that the lack of transparency fuels suspicion that the situation was deliberately escalated.
The CSO also faulted the Airline Operators of Nigeria (AON) for imposing a lifetime ban without granting Emmanson the opportunity to defend herself before an independent panel. According to Akingunola, such measures undermine the principles of natural justice and fair hearing.
In addition, the police were criticised for taking the matter to court without conducting thorough fact-finding. NEFGAD believes law enforcement acted hastily and potentially on incomplete or biased evidence.
“Our position is simple — there must be a proper investigation. This is about justice, not just for Comfort Emmanson, but for all passengers who may face similar treatment in the future,” Akingunola said.
One of the most contentious aspects of the case is the role of the cabin crew. Akingunola argued that flight attendants should not act as law enforcement officers, especially when their interventions result in physical confrontations.
The CSO stressed that while maintaining order on a flight is critical for safety, any actions by crew members must adhere to international aviation conduct standards and respect passengers’ rights.
The incident has divided public opinion. While some argue that passengers must strictly follow safety protocols — especially in aviation — others believe the lifetime ban was excessive and sets a dangerous precedent for passenger rights.
Aviation analysts note that the situation highlights an urgent need for clearer regulatory procedures on in-flight disputes, conflict de-escalation, and the scope of authority granted to airline operators.
“This case could set a precedent for how Nigerian airlines handle unruly passenger cases going forward,” said one industry observer. “Without a transparent, documented process, airlines risk public backlash and potential legal challenges.”
Under Nigerian Civil Aviation Regulations (Nig. CARs), airlines are empowered to deny boarding or remove passengers who pose a security or safety threat. However, these actions must be documented, justified, and — in severe cases — referred to the Nigerian Civil Aviation Authority (NCAA) for review.
Passenger rights are also protected under the Montreal Convention, which Nigeria has ratified, ensuring that airline disciplinary actions remain proportionate and justifiable.
NEFGAD confirmed it will file a petition with the NCAA demanding:
Full disclosure of all in-flight and security footage.
A review of the ban and investigation into potential misconduct by crew members.
A public hearing to ensure accountability in the aviation sector.
The organisation also plans to initiate a legal challenge if the ban remains in place without due process.
“We will ensure Comfort Emmanson gets justice. This is about restoring fairness, not just to one individual, but to the entire flying public,” Akingunola affirmed.
Advocates are now calling for policy reforms that would require:
Independent arbitration panels for disputes between passengers and airlines.
Mandatory release of full incident footage before imposing sanctions.
Clear passenger conduct guidelines communicated before boarding.
Such measures, they argue, would balance safety concerns with human rights and dignity, ensuring that both passengers and airline staff are held to accountable standards.