NCAA Threatens to Suspend Royal Air Maroc Operations Over Persistent Consumer Protection Violations
The Nigeria Civil Aviation Authority (NCAA) has threatened to suspend the operations of Royal Air Maroc in the country over persistent consumer protection violations.
In a post on X (formerly Twitter) on Thursday, the NCAA’s Director of Public Affairs and Consumer Protection, Michael Achimugu, stated that Royal Air Maroc has, for the longest time, been the biggest culprit when it comes to baggage infractions, poor passenger handling, and poor complaint resolution involving Nigerian passengers.
Achimugu disclosed that the airline was first sanctioned in 2025 for consumer protection-related infractions, stressing that there has been no significant improvement in the way it handles complaints from Nigerian passengers.
“Sadly, despite the best possible support from the Authority (we support all airlines to continue to be in business), the manner of response to these issues have hardly seen much by way of improvement; baggage continue to be shortlanded without timely information to affected passengers, first need is not being paid on a consistent level, and complaints are treated mostly after the NCAA gets involved and much pressure is given,” he said.
He also lamented that invitations from the NCAA are treated with what he described as an unacceptable degree of insolence. “Everywhere in the world, when the CAA summons an airline, it is mandatory to attend.”
Achimugu accused Royal Air Maroc’s Country Manager, Ahmed Boussouf, of remaining in Lagos and refusing to attend meetings in Abuja. Instead, he alleged, the airline hastily sends an email on the eve of the meeting, stating that the cases are being processed, before sending its Abuja representative, Theophilus, who lacks the authority to resolve cases or make commitments.
The director revealed that one of such incidents occurred on Thursday, July 23, noting that when the NCAA expressed its displeasure over what he described as the airline’s incessant disregard for Nigerian passengers and the Authority, Boussouf responded: “Whatever you want to do, do.”
He stressed that under the administration of President Bola Tinubu, the Minister of Aviation and Aerospace Development, Festus Keyamo, SAN, and the Director-General of Civil Aviation, Capt. Chris Najomo, the NCAA would never tolerate such brazen disregard and non-compliance.
“The passengers whose cases have been delayed, quite unfairly and unnecessarily, are paying, loyal customers. International airlines have Biateral Service Agreements (BASAs) to honour, as well as the obligation of simple service to passengers.
“Strict enforcement will happen against this airline and my department will push for a stoppage of Royal Air Maroc’s operations in Nigeria until they make a commitment to treat Nigerian passengers better,” he pledged.
Achimugu affirmed that he was not afraid to lose his job for doing the right thing, reiterating that he would never accept such behaviour from operators.
“It is not arrogance; it is simply adherence to rules that have, for ages, been treated like they don’t exist,” he remarked. “Whatever gains we make in this industry, we will continue to fail if the rights and responsibilities of all stakeholders are treated as an afterthought. We must be intentional and systematic, adhering to world class standards.”
According to him, most airlines are fortunate because Nigerian passengers generally do not have a culture of boycotting airlines, regardless of their shortcomings.
“Otherwise, some of these cases would not even require regulatory intervention if any operator failed to take its customers seriously,” he said, adding that there is nowhere Royal Air Maroc flies that passengers do not have alternatives, such as Air Algerie, Egypt Air, and Ethiopian Airlines.
“My department will be taking a very firm stand over this matter, and Royal Air Maroc will stop taking for granted the relationship Morocco has enjoyed with Nigeria and Nigerians,” he assured.
He maintained that the NCAA would impose stiffer penalties on Royal Air Maroc this time, adding that the Authority would carry out its mandate without fear.
