The Nigeria Civil Aviation Authority (NCAA) has warned that it may suspend the operations of Royal Air Maroc in Nigeria over what it described as repeated violations of consumer protection regulations and the airline’s alleged poor treatment of Nigerian passengers.
The warning was issued on Thursday by the NCAA’s Director of Public Affairs and Consumer Protection, Michael Achimugu, who accused the Moroccan national carrier of consistently failing to improve its handling of passengers despite previous sanctions imposed by the aviation regulator.
According to Achimugu, Royal Air Maroc has developed a pattern of recurring baggage-related complaints, inadequate passenger care, and slow resolution of customer issues. He stated that the airline has repeatedly fallen short of the service standards expected of international carriers operating in Nigeria.
He alleged that passengers affected by delayed baggage are often not informed promptly, while those experiencing disruptions frequently do not receive the immediate assistance required under Nigeria’s aviation regulations. Achimugu added that many complaints are only resolved after the NCAA intervenes, a situation he said has become a recurring concern for the authority.
The NCAA official also criticized the airline’s Country Manager, Ahmed Boussouf, alleging that he had repeatedly failed to attend regulatory meetings organized by the authority in Abuja. According to Achimugu, the airline would instead send emails shortly before scheduled meetings indicating that complaints were being processed and delegate an Abuja-based representative who allegedly lacked the authority to make decisions or resolve outstanding issues.
Achimugu further claimed that during one of the latest engagements with the airline, the country manager responded dismissively when confronted over the airline’s alleged disregard for Nigerian passengers and regulatory directives. He described the response as unacceptable and indicative of the airline’s attitude toward regulatory oversight.
The NCAA has now indicated that it is prepared to take stronger enforcement measures if the airline fails to address the concerns. Achimugu said his department would recommend the suspension of Royal Air Maroc’s operations in Nigeria until the airline demonstrates a genuine commitment to complying with the country’s aviation regulations and significantly improves its customer service standards.
He stressed that the authority would no longer tolerate repeated violations and warned that stricter penalties would be pursued to ensure airlines operating in Nigeria respect passenger rights. According to him, all international carriers operating under Nigeria’s Bilateral Air Service Agreements (BASAs) are required to comply fully with the nation’s aviation laws and consumer protection regulations.
The latest warning follows previous enforcement actions taken by the NCAA. In December 2024, the regulator sanctioned several airlines, including Royal Air Maroc, Air Peace, Ethiopian Airlines, Arik Air, and Aero Contractors, for violations of Part 19 of the NCAA Regulations 2023, which governs consumer protection in the aviation sector.
Achimugu noted that Royal Air Maroc subsequently paid the financial penalty imposed by the NCAA in September 2025. However, he maintained that despite the sanction, the airline’s handling of passenger complaints has shown little improvement.
As of the time of this report, Royal Air Maroc had not issued any public response to the NCAA’s latest allegations or the threat of a possible suspension of its operations in Nigeria. The development highlights the NCAA’s renewed determination to enforce consumer protection standards and ensure that both domestic and international airlines operating in Nigeria uphold the rights and welfare of passengers.
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