NCAA threatens to suspend Royal Air Maroc operations over alleged passenger rights violations

The Nigeria Civil Aviation Authority (NCAA) has threatened to recommend the suspension of Royal Air Maroc’s operations in Nigeria over what it described as persistent violations of passenger rights, poor baggage handling and repeated non-compliance with consumer protection regulations.

The warning was issued on Thursday by the NCAA’s Director of Public Affairs and Consumer Protection, Michael Achimugu, who accused the Moroccan carrier of repeatedly failing to improve its services despite previous regulatory sanctions.

According to Achimugu, Royal Air Maroc has continued to record frequent complaints from passengers, particularly over delayed baggage, inadequate customer service and failure to comply with the provisions of the NCAA Consumer Protection Regulations.

He said the airline has consistently failed to promptly notify passengers when luggage is left behind, a practice commonly referred to as “short-landing,” and has also been accused of not providing the mandatory immediate financial assistance required for affected travellers.

Achimugu noted that although the airline was sanctioned by the regulator in late 2024 and paid the prescribed penalties in September 2025, there has been little or no improvement in its operations.

“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 said.

The NCAA also accused the airline’s Country Manager, Ahmed Boussouf, of repeatedly failing to honour invitations to regulatory meetings, instead sending junior officials who allegedly lacked the authority to resolve consumer complaints or make binding decisions on behalf of the airline.

According to the regulator, tensions escalated during a meeting on Thursday when the country manager allegedly dismissed concerns raised by the authority, reportedly telling officials, “Whatever you want to do, do.”

Reacting to the development, Achimugu said the NCAA would intensify enforcement measures against the airline and recommend the suspension of its operations in Nigeria until it demonstrates a commitment to complying with Part 19 of the NCAA Regulations 2023.

He added that the regulator, under the leadership of the Minister of Aviation and Aerospace Development, Festus Keyamo, and the Director-General of Civil Aviation, Capt. Chris Najomo, remains committed to protecting the rights of air travellers and ensuring that all airlines operating in Nigeria comply with their obligations under applicable regulations and bilateral air service agreements.

“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. International airlines have Bilateral Air Services Agreement obligations to honour, and we will ensure stiffer penalties this time,” Achimugu said.

As of the time of filing this report, Royal Air Maroc had not issued any official response to the NCAA’s allegations or the threat to suspend its operations in Nigeria.