NCAA Warns Royal Air Maroc Over Passenger Complaints

The Nigerian Civil Aviation Authority (NCAA) has warned Royal Air Maroc of possible sanctions, accusing the airline of repeatedly disregarding regulatory directives and failing to treat Nigerian passengers fairly.

In a post on X, NCAA spokesperson Michael Achimugu described the airline as a repeat offender in cases involving passenger complaints, baggage problems and poor customer service. He recalled that the airline was sanctioned in 2025 for consumer protection violations but said the expected improvements have not materialised.

According to Achimugu, “Having been sanctioned—for the first time—for consumer protection-related infractions in 2025, one would have expected major improvements in how they attend to complaints from Nigerian passengers.”

He said the NCAA has continued to support the airline’s operations despite ongoing concerns. However, he noted that baggage is still frequently delayed without prompt updates to affected passengers, compensation is not consistently paid, and many passenger complaints are only resolved after the regulator intervenes.

The authority also accused Royal Air Maroc of showing little respect for its oversight role. Achimugu alleged that the airline’s Country Manager, Ahmed Boussouf, regularly remains in Lagos instead of attending meetings in Abuja. He claimed that representatives sent in his place often lack the authority to make decisions or settle outstanding issues.

Describing a recent encounter, Achimugu alleged that Boussouf dismissed the regulator’s concerns by saying, “Whatever you want to do, do”.

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

The NCAA insists it will continue to enforce regulations to protect passengers and ensure airlines operating in Nigeria meet the required standards.

Do you think tougher penalties would encourage airlines to improve customer service and passenger protection?