NCAA Threatens To Sanction Royal Air Maroc Over Passenger Complaints
By Stella Enenche, Abuja
The Nigeria Civil Aviation Authority (NCAA) has threatened to impose stiffer sanctions on Royal Air Maroc (RAM), including recommending the suspension of its operations in Nigeria, over alleged persistent violations of passenger rights and disregard for regulatory directives.
The Director of Public Affairs and Consumer Protection at the NCAA, Michael Achimugu, disclosed this on Thursday via his official X handle.
NCAA accused the Moroccan carrier of repeated baggage infractions, poor passenger handling and delayed resolution of consumer complaints despite being sanctioned in 2025 for consumer protection-related offences.
According to Achimugu, the airline has failed to make significant improvements in its treatment of Nigerian passengers, with cases of delayed baggage, inadequate passenger support and slow complaint resolution continuing to persist.
He also alleged that the airline had consistently ignored invitations from the NCAA to attend regulatory meetings, describing the conduct as unacceptable.
“Having been sanctioned for the first time in 2025 for consumer protection-related infractions, one would have expected major improvements in the way they attend to complaints from Nigerian passengers. Sadly, that has hardly been the case,” he said.
Achimugu further accused the airline’s Country Manager, Ahmed Boussouf, of repeatedly refusing to honour invitations to meetings with the Authority in Abuja.
He claimed that instead of appearing personally, the airline often sent emails shortly before scheduled meetings and delegated representatives without the authority to resolve outstanding cases.
According to him, the latest meeting ended on a confrontational note after Boussouf allegedly told him: “Whatever you want to do, do.”
Reacting to the incident, Achimugu said the NCAA would not tolerate what he described as disrespect for both Nigerian passengers and the country’s aviation regulator.
“Strict enforcement will happen against this airline and my department will push for a stoppage of Royal Air Maroc operations in Nigeria until they make a commitment to treat Nigerian passengers better,” he declared.
He stressed that international airlines operating in Nigeria are bound by Bilateral Air Services Agreements (BASA) and are expected to comply with consumer protection regulations.
“The passengers whose cases have been delayed are paying, loyal customers. International airlines have BASA obligations to honour, as well as the responsibility to provide quality service to passengers,” he said.
Achimugu maintained that the Authority, under the administration of President Bola Tinubu, the Minister of Aviation and Aerospace Development, Festus Keyamo, and the Director-General of Civil Aviation, Capt. Chris Najomo, would continue to enforce passenger rights without fear or favour.
“We will ensure stiffer penalties against Royal Air Maroc this time. The job we were given to do will be done without fear,” he added.
