…says, visit the FAAN Customer Service Desk to lodge a formal complaint.
LAGOS, NIGERIA – The iNews Times | In the wake of two high-profile incidents that sparked heated debates about passenger behavior and aviation staff conduct, the Federal Airports Authority of Nigeria (FAAN) has issued a public appeal urging passengers, airline staff, and aviation professionals to maintain calm, courtesy, and professionalism at all times.
The message, posted Saturday on FAAN’s official X (formerly Twitter) account, came amid widespread attention surrounding popular Fuji musician Wasiu Ayinde Marshall (KWAM 1) and another viral altercation involving Comfort Emmanson, now unofficially dubbed “KWAM 2” on social media.
“Stay calm, stay safe: No matter the situation, violence is never the answer,” FAAN declared.
“If you have a concern, visit the FAAN Customer Service Desk to lodge a formal complaint, your issue will be addressed promptly and professionally.”
The Authority’s call follows mounting outrage and online commentary after a reported confrontation between KWAM 1 and aviation staff, which allegedly disrupted a scheduled flight. That incident was soon followed by a video showing a passenger, now widely referred to as KWAM 2, engaged in a verbal clash with an Ibom Air crew member.
The developments have reignited conversations on the boundaries of passenger conduct, the handling of grievances by airlines, and the need for consistent standards in customer service and safety enforcement.
In its statement, FAAN also reminded pilots and aviation professionals of their critical responsibility to ensure smooth operations and maintain public trust in Nigeria’s air travel system.
“Safety and Service First: Pilots and aviation staff are reminded to prioritise passenger safety, operational excellence, and clear communication at all times to uphold trust in Nigeria’s air travel system,” the message read.
Directly addressing cabin crew, the Authority emphasized the need for professionalism under pressure, promising ongoing training and retraining to strengthen the capacity for conflict-free service delivery.
“Service with Courtesy: Cabin crew are encouraged to maintain professionalism and courtesy at all times. Continuous training and retraining will ensure excellent service delivery and conflict-free flights.”
Concluding the advisory, FAAN reassured the Nigerian public of its commitment to safety, security, and comfort at all airports nationwide.
“Your Safety, Our Priority: The Federal Airports Authority of Nigeria (FAAN) is committed to ensuring safety, security and comfort at all our airports so every journey begins and ends with peace of mind.”
The statement marks FAAN’s most comprehensive public reaction yet since the string of viral incidents began dominating online discourse, and is seen as a call for de-escalation as the aviation sector navigates both rising passenger numbers and growing expectations for service excellence.
