NCAA Threatens Royal Air Maroc with Suspension over Passenger Rights Violations

The Nigeria Civil Aviation Authority has threatened to suspend the operations of Royal Air Maroc in Nigeria over alleged persistent violations of consumer protection regulations and poor treatment of Nigerian passengers.

The warning was issued on Thursday by the NCAA’s Director of Public Affairs and Consumer Protection, Michael Achimugu, in a post on X.

He accused the Moroccan carrier of repeatedly failing to improve its handling of Nigerian passengers despite previous regulatory sanctions.

According to Achimugu, Royal Air Maroc has consistently recorded baggage-related infractions, poor passenger handling and slow complaint resolution.

“The airline, Royal Air Maroc, has for the longest time been the biggest culprit when it comes to baggage infractions, poor passenger handling, and extremely poor resolution processes when dealing with Nigerian passengers,” he wrote.

He alleged that the airline frequently fails to promptly notify passengers about delayed baggage, does not consistently provide immediate assistance to affected travellers, and often only resolves complaints after intervention by the NCAA.

Achimugu also accused the airline’s Country Manager, Ahmed Boussouf, of repeatedly ignoring invitations to regulatory meetings convened by the authority.

“Royal Air Maroc’s country manager, Ahmed Boussouf, will sit in Lagos and refuse to attend meetings in Abuja,” he alleged.

“Instead, the airline will hastily send an email on the eve of the meeting that the cases are being processed, and thereafter, send one Theophilus (their Abuja representative), without authority to resolve cases or make commitments.”

The NCAA official further claimed that during one of the engagements on Thursday, Boussouf responded dismissively to the regulator.

“Today, one of those events occurred. In registering our displeasure over this incessant disregard for Nigerian passengers and the Authority, this country manager, Boussouf, said to me, ‘Whatever you want to do, do,’” Achimugu alleged.

He said the authority would not tolerate what he described as continued non-compliance by the airline.

Achimugu said his department would recommend the suspension of Royal Air Maroc’s operations in Nigeria until the airline demonstrates a commitment to complying with Nigerian aviation regulations and improving passenger handling.

“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 said.

“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.

“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 that international airlines operating under Bilateral Air Service Agreements are expected to comply with Nigeria’s aviation regulations and maintain acceptable standards of passenger service.

The NCAA had on December 28, 2024, sanctioned Air Peace, Ethiopian Airlines, Arik Air, Aero Contractors and Royal Air Maroc for violations of Part 19 of the NCAA Regulations 2023 relating to consumer protection.

According to Achimugu, Royal Air Maroc subsequently paid the penalty imposed over the consumer protection violations in September 2025.

Royal Air Maroc had not publicly responded to the NCAA’s latest allegations as of the time of filing this report.