NCAA threatens to suspend Royal Air Maroc operations over ‘poor treatment of Nigerian passengers’

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

In a post on X on Thursday, Michael Achimugu, director of public affairs and consumer protection at the NCAA, accused the Moroccan carrier of repeatedly failing to improve its treatment of Nigerian passengers despite previous sanctions.

He accused the airline of frequently failing to promptly inform passengers about delayed baggage, neglecting to provide first-needs assistance consistently, and only addressing complaints after the NCAA intervenes.

“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,” … reads.

The director also alleged that the airline has repeatedly ignored invitations from the NCAA to attend regulatory meetings.

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

“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 rep), without authority to resolve cases or make commitments.

“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.”

“While our job may be thankless and exhausting, the NCAA, under the dispensation of President Bola Ahmed Tinubu; Honourable Minister Festus Keyamo, SAN; and the DGCA, Capt. Chris Najomo, will never be diminished to such a level of brazen disregard and non-compliance.”

NCAA TO ENSURE STIFFER PENALTIES ON ROYAL AIR MAROC

The NCAA official added that his department would recommend the suspension of Royal Air Maroc’s operations in Nigeria until the carrier demonstrates a commitment to improving its handling of Nigerian passengers.

“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.”

Achimugu said international airlines operating under bilateral air service agreements (BASA) are expected to uphold service standards and comply with Nigerian aviation regulations.

On December 28, 2024, the aviation authority sanctioned Air Peace and Ethiopian Airlines, Arik Air, Aero Contractors, and Royal Air Maroc for violating Part 19 of the NCAA Regulations of 2023.

Royal Air Maroc subsequently paid the penalty imposed for the consumer protection infractions in September 2025.

TheCable