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The Nigerian Civil Aviation Authority (NCAA) is pushing for the suspension of Royal Air Maroc’s operations in Nigeria over what it described as repeated violations of consumer protection regulations, poor passenger handling and persistent disregard for the country’s aviation regulator.
The Director of Public Affairs and Consumer Protection at the NCAA, Mr. Michael Achimugu, disclosed this in a post on his verified X account on Thursday, accusing Morocco’s national carrier of consistently failing Nigerian passengers despite previous regulatory sanctions.
According to Achimugu, Royal Air Maroc has remained the worst offender among international airlines operating in Nigeria in matters relating to baggage mishandling, passenger care and the timely resolution of customer complaints.
He recalled that the airline became the first carrier to be sanctioned by the NCAA in 2025 for consumer protection-related infractions, adding that the Authority had expected significant improvements in its service delivery after the enforcement action.
However, he said the airline had shown little commitment to correcting its shortcomings.
“The airline 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,” Achimugu said.
He alleged that passengers continue to experience delayed or missing baggage without prompt notification, while the airline has also failed to consistently provide the mandatory “first need” assistance required under consumer protection regulations.
According to him, many complaints are only addressed after the NCAA intervenes and mounts sustained pressure on the airline.
Achimugu also accused the airline of repeatedly disregarding invitations from the aviation regulator, describing its conduct as unacceptable.
He alleged that Royal Air Maroc’s Country Manager, Ahmed Boussouf, routinely refuses to honour invitations to appear before the Authority in Abuja.
“Royal Air Maroc’s country manager, Ahmed Boussouf, will sit in Lagos and refuse to attend meetings in Abuja. 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,” he said.
Recounting the latest encounter, Achimugu claimed the country manager dismissed the regulator’s concerns.
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“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,’” he alleged.
The NCAA official said such conduct undermines the authority of the regulator and would no longer be tolerated.
“While our job may be thankless and exhausting, the NCAA, under the dispensation of President Bola Tinubu, the Minister of Aviation, Festus Keyamo and the Director General, Capt. Chris Najomo, will never be diminished to such a level of brazen disregard and non-compliance,” he said.
He stressed that international airlines operating in Nigeria are expected to comply with the country’s consumer protection regulations as well as the obligations contained in Bilateral Air Services Agreements (BASAs).
Achimugu warned that the NCAA would intensify enforcement measures against the airline, including seeking a suspension of its operations until it demonstrates a commitment to improving passenger service.
“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.
“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 like they don’t exist.”
He added that protecting passenger rights remains central to the NCAA’s regulatory mandate, warning that improvements in the aviation industry would remain limited if airlines continued to treat consumer rights as an afterthought.
“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,” he said.
Achimugu further noted that Nigerian travellers have alternative carriers on the Morocco route, including Air Algérie, EgyptAir and Ethiopian Airlines, stressing that no airline should assume passengers have no choice.
“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.
