NCAA mulls Royal Air Maroc suspension over service failures
July 24, 2026 12:08 am
Michael Achimugu
The Nigeria Civil Aviation Authority has threatened to suspend the operations of Royal Air Maroc in Nigeria over what it described as persistent violations of passenger rights, poor baggage handling, and the airline’s alleged disregard for regulatory directives.
The Director of Public Affairs and Consumer Protection, Michael Achimugu, made this known in a post on his verified X handle on Thursday.
According to him, his anger followed the Moroccan flag carrier’s handling of consumer complaints, particularly those relating to delayed or mishandled baggage, inadequate passenger care, and what he described as an unacceptable pattern of non-compliance with the NCAA’s oversight processes.
Speaking on the matter, the NCAA publicist expressed disappointment that despite being sanctioned earlier in 2025 for consumer protection-related infractions, the airline had shown little commitment to improving its services to Nigerian passengers.
He further said the authority had expected the sanctions to serve as a turning point for the airline’s operations in Nigeria. Instead, he said, complaints from passengers continue to mount, with baggage frequently arriving late without timely communication to affected travellers and the mandatory “first need” assistance often not being provided.
“The airline has, for the longest time, been one of the biggest culprits when it comes to baggage infractions, poor passenger handling and extremely poor resolution processes involving Nigerian passengers,” he said.
He added that many complaints are addressed only after the NCAA intervenes, describing the airline’s response mechanism as reactive rather than customer-focused.
Beyond passenger-related concerns, the regulator accused the airline of repeatedly failing to honour invitations from the authority to resolve outstanding consumer complaints.
According to the NCAA official, it is standard “global aviation practice for airlines to honour invitations from their respective Civil Aviation Authorities whenever summoned.”
He alleged that Royal Air Maroc’s Country Manager, Ahmed Boussouf, had consistently declined to attend meetings convened by the authority in Abuja, opting instead to send emails shortly before scheduled meetings indicating that complaints were being processed.
The official further claimed that the airline often delegated an Abuja-based representative who lacked the authority to make binding commitments or resolve pending consumer cases.
Recounting the latest encounter, the NCAA official alleged that when the authority expressed its dissatisfaction with the airline’s conduct, the country manager responded dismissively.
“In registering our displeasure over this incessant disregard for Nigerian passengers and the Authority, this country manager told me, ‘Whatever you want to do, do,’” he disclosed.
Describing the remark as unacceptable, he maintained that the NCAA would not tolerate what he termed “brazen disregard and non-compliance” by any airline operating within Nigeria.
He stressed that while the regulator remains committed to supporting airlines to sustain their operations, such support must be matched by respect for Nigerian laws, regulatory institutions and, most importantly, passengers.
“The passengers whose cases have been delayed, quite unfairly and unnecessarily, are paying, loyal customers. International airlines operating under Bilateral Air Services Agreements have obligations not only to honour those agreements but also to provide basic, efficient and respectful service to passengers,” he said.
The official warned that the Consumer Protection Department would recommend the suspension of Royal Air Maroc’s operations in Nigeria should the airline fail to demonstrate a genuine commitment to improving its treatment of 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 it makes a commitment to treat Nigerian passengers better.
“I am not the kind of public servant who is afraid to lose his job for the right reasons. I will never accept this behaviour from operators. It is not arrogance; it is simply adherence to rules that have, for ages, been treated as though they do not exist.”
The NCAA official further argued that the aviation industry’s long-term progress depends on strict compliance with global standards and the protection of consumer rights.
He noted, “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, systematic and committed to world-class standards.
“Most airlines are fortunate that Nigerian passengers rarely resort to boycotting carriers regardless of their shortcomings. Otherwise, many of these issues would never require regulatory intervention because market forces would naturally compel better service.”
He noted that travellers have alternative carriers on similar routes, including Air Algérie, EgyptAir and Ethiopian Airlines, stressing that no airline should assume Nigerian passengers have no options.
Reaffirming the authority’s position, the NCAA official vowed that tougher sanctions would be imposed if the airline failed to comply with regulatory expectations.
“My department will take a very firm stand on 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 this time. The job we were given to do will be done without fear.”
Contacted by telephone over the development, Boussouf said he was not interested in commenting on the matter as of press time. He said, “Sorry sir, there is nothing I am going to say regarding that. Yes, I may not be able to say anything regarding that for now.”
Efforts to get him to further explain his account of the disagreement proved unsuccessful, as the Air Maroc boss hung up the phone.
Akinlotan is a journalist at Punch Newspapers with over eight years of experience reporting on politics, social justice, motoring, railways, and aviation. His work focuses on accountability, public interest, and social change, producing stories that inspire reform and amplify underrepresented voices. Akinlotan’s reporting reflects extensive newsroom experience, editorial insight, and a strong commitment to accurate, impact-driven journalism.
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