NCAA Threatens To Suspend Royal Air Maroc Over Passenger Rights Violations

The Nigeria Civil Aviation Authority (NCAA) has threatened to recommend the suspension of Royal Air Maroc’s operations in Nigeria over alleged persistent violations of passenger rights and failure to comply with regulatory directives.

The Director of Public Affairs and Consumer Protection at the NCAA, Michael Achimugu, disclosed this in a statement posted on his official X account, accusing the Moroccan airline of repeated baggage mishandling, poor passenger service and inadequate resolution of customer complaints.

According to Achimugu, Royal Air Maroc has consistently ranked among the worst-performing airlines in the area of baggage handling and consumer protection, despite interventions and support from the aviation regulator.

He noted that the airline was sanctioned in 2025 for consumer protection-related infractions but expressed disappointment that there has been little improvement in its operations.

Achimugu alleged that passengers continue to experience delayed or missing baggage without timely notification, inconsistent provision of first-need assistance, and slow complaint resolution unless the NCAA intervenes.

He also accused the airline’s Country Manager, Ahmed Boussouf, of repeatedly failing to honour invitations to meetings with the regulator, claiming that representatives sent in his place often lacked the authority to make decisions or resolve outstanding cases.

The NCAA official further alleged that during a recent engagement, the country manager dismissed the regulator’s concerns by challenging the authority to take whatever action it deemed necessary.

He warned that the NCAA would no longer tolerate what it described as disregard for Nigerian passengers and the country’s aviation regulatory framework.

Achimugu said the authority would pursue stricter enforcement measures against the airline, including recommending the suspension of its operations in Nigeria until it demonstrates a commitment to improving passenger treatment.

He reiterated that protecting passengers remains a top priority for the NCAA, stressing that all airlines operating under Bilateral Air Service Agreements (BASA) are required to comply with Nigeria’s aviation regulations.

The NCAA added that tougher sanctions would be imposed on Royal Air Maroc if the airline fails to address the identified consumer protection concerns.