The Nigerian Civil Aviation Authority (NCAA) has threatened to impose tougher sanctions on Royal Air Maroc, including pushing for the suspension of its operations in Nigeria, over what it described as persistent violations of consumer protection regulations and poor treatment of Nigerian passengers.
The Director of Public Affairs and Consumer Protection at the NCAA, Mr Michael Achimugu, said the Moroccan carrier had become a repeat offender in cases involving baggage infractions, poor passenger handling, and delayed resolution of customer complaints despite previous regulatory sanctions.
According to him, Royal Air Maroc was sanctioned in 2025 for consumer protection-related infractions, but the airline has failed to significantly improve its service delivery.
He alleged that passengers continue to experience incidents of short-landed baggage without timely notification, inconsistent payment of compensation and prolonged complaint resolution, with many cases only addressed after intervention by the NCAA.
Mr Achimugu also accused the airline of showing disregard for the authority’s regulatory oversight, alleging that invitations from the NCAA were often treated with “a degree of insolence that is unacceptable.”
He alleged that Royal Air Maroc’s Country Manager, Mr Ahmed Boussouf, routinely declined invitations to attend meetings at the NCAA headquarters in Abuja, opting instead to remain in Lagos while delegating representatives without the authority to resolve pending cases or make binding commitments on behalf of the airline.
The NCAA spokesman further alleged that during a recent engagement over the recurring issues, Mr Boussouf responded to the regulator’s concerns by saying, “Whatever you want to do, do.”
While describing regulatory work as “thankless and exhausting,” Mr Achimugu said the authority would not tolerate what he termed “brazen disregard and non-compliance” from any airline operating in Nigeria.
He stressed that international airlines operating in the country are expected to comply with Bilateral Air Service Agreements (BASA) and uphold global standards in passenger service and consumer protection.
“As regulators, we support airlines to remain in business, but that support cannot come at the expense of Nigerian passengers,” he said, adding that those affected by unresolved complaints are paying customers who deserve fair treatment.
Mr Achimugu disclosed that his department would recommend stricter enforcement measures against Royal Air Maroc, including advocating a suspension of the airline’s operations in Nigeria until it demonstrates a firm commitment to improving passenger service.
He also argued that Nigerian travellers often continue to patronise airlines despite poor service, unlike consumers in some other jurisdictions who resort to boycotts, a situation he said has reduced pressure on some operators to improve standards.
“There is nowhere Royal Air Maroc flies that passengers do not have alternatives such as Air Algérie, EgyptAir and Ethiopian Airlines,” he said.
He maintained that the NCAA would enforce the country’s aviation consumer protection regulations “without fear,” insisting that no airline would be allowed to take Nigerian passengers or the regulator for granted.