In shops and restaurants, the old adage “the customer is always right” works well enough. It encourages attentive service, keeps staff polite, and makes customers feel valued. But on an airplane, that same mantra can become a dangerous illusion one that puts lives, reputations, and even careers at risk.
Air travel is not retail. It’s a high-risk operation bound by strict safety regulations and procedures. Unlike in a boutique or café, where a customer’s refusal to comply with a request may cause annoyance at worst, in aviation it can cause delays, endanger passengers, or trigger life-threatening emergencies. The recent spate of passenger misbehaviour in Nigeria makes the case clear: you can’t treat an aircraft cabin like a marketplace, and you can’t treat the crew like waiters who must tolerate anything in the name of “customer satisfaction.”
Ibom Air: A Fire Extinguisher, a Fight, and a Lifetime Ban
Not long ago, an Ibom Air passenger turned a routine flight into a scene out of a bad movie. After being told to switch off her phone, reports say she became aggressive, pulled at a crew member’s wig, and most alarmingly attempted to grab a fire extinguisher from its mount. That single action crossed from rudeness into outright danger. Aircraft fire extinguishers are not decorative props; they are carefully maintained safety tools meant for specific emergencies. Misusing or damaging them could jeopardize everyone on board.
The airline did not shrug it off. The passenger was banned for life and faces possible legal action. Public reaction was mixed some argued the punishment was harsh, others applauded it. But what’s not up for debate is that in aviation, interfering with safety equipment is a serious offense. No “customer service” philosophy justifies it.
ValueJet & KWAM 1: Celebrity Clash Meets Civil Aviation Law
Another recent case unfolded at Nnamdi Azikiwe International Airport in Abuja, involving Fuji legend KWAM 1 and a ValueJet flight. The incident reportedly disrupted the aircraft’s ground movement and led to the Nigeria Civil Aviation Authority (NCAA) suspending the licences of both pilots involved while investigating the chain of events.
This was more than a celebrity spat. Any interference with aircraft movement whether on the tarmac or taxiway is a direct safety hazard. It forces pilots to take non-standard actions and can delay take-off until the risk is neutralized. The NCAA’s decision to suspend licences shows that accountability in aviation cuts both ways: passengers and crew alike are held to the highest safety standards.
The Lessons We Should Learn
Both incidents highlight a truth some travellers overlook: once you step onto an aircraft, you are entering a safety-controlled environment where the captain and crew are legally responsible for every soul on board. Their instructions aren’t “suggestions” to be debated they’re safety requirements under international and national aviation law.
For passengers, the lesson is simple:
- Obey crew instructions immediately and without argument.
- Never tamper with safety equipment it’s not only dangerous, it’s a prosecutable offense.
- If you have a grievance, channel it through official complaint processes after the flight, not by staging a midair protest.
For airlines, it’s a reminder to:
- Train crew on firm but calm de-escalation techniques.
- Apply sanctions transparently so the public understands they are about safety, not vendettas.
- Support regulatory bodies in holding everyone passengers and staff accountable.
Why “Customer is Always Right” Can’t Fly
The aviation industry exists on a foundation of discipline, precision, and hierarchy. The cabin crew are not simply there to serve drinks and snacks; they are trained safety officers responsible for managing emergencies, evacuations, and passenger compliance. Allowing any individual to override that authority because “the customer is always right” is to invite chaos and, in the worst cases, tragedy.
We wouldn’t expect a passenger to walk into the cockpit and adjust the flight plan because they “paid for their ticket.” So why should we excuse behaviour that interferes with crew duties, compromises equipment, or disrupts flight operations?
The Bottom Line
In aviation, the customer is not always right. Sometimes, the customer is dangerously wrong. And when that happens, airlines and regulators must act swiftly and firmly as we’ve seen with Ibom Air’s lifetime ban and the NCAA’s pilot licence suspensions in the ValueJet case.
The next time you board a plane, remember: you are not just a customer. You are part of a temporary, tightly regulated flying community where safety is the top priority. Respect that and you’ll not only make your journey smoother, you’ll help ensure everyone lands safely.
-Steve Owaduge
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