The Nigeria Civil Aviation Authority (NCAA) has threatened to suspend the Nigerian operations of Royal Air Maroc over what it described as repeated violations of consumer protection regulations and poor treatment of passengers.
The warning was issued on Thursday by the NCAA’s Director of Public Affairs and Consumer Protection, Michael Achimugu, who accused the Moroccan airline of persistently failing to improve its customer service despite previous regulatory sanctions.
Achimugu, in a statement posted on his X handle, said Royal Air Maroc has consistently ranked among the international carriers with the highest number of passenger complaints received by the authority, particularly over delayed baggage and poor complaint resolution.
He alleged that the airline routinely fails to notify passengers promptly when their luggage is delayed, does not provide the mandatory care and assistance required under Nigerian aviation regulations, and only addresses complaints after intervention by the NCAA.
According to him, the airline has also repeatedly failed to cooperate with the regulator by ignoring invitations to consumer protection meetings.
Achimugu claimed that the airline’s Country Manager, Ahmed Boussouf, had consistently declined invitations to attend meetings in Abuja, opting instead to delegate representatives without the authority to take decisions or resolve disputes on behalf of the airline.
He further alleged that during one engagement, Boussouf dismissed the regulator’s concerns, saying, “Whatever you want to do, do.”
Describing the airline’s conduct as unacceptable, Achimugu said the NCAA would no longer tolerate actions that undermine the rights of Nigerian passengers or flout the country’s aviation regulations.
He disclosed that the Consumer Protection Directorate would recommend the suspension of Royal Air Maroc’s operations in Nigeria until the airline demonstrates a clear commitment to complying with the NCAA’s consumer protection framework and improving passenger experience.
“The era of treating Nigerian passengers with disregard is over,” he said, adding that foreign airlines operating under Bilateral Air Service Agreements (BASA) are expected to comply fully with Nigerian laws and service standards.
Achimugu also cautioned the airline against taking the cordial diplomatic relations between Nigeria and Morocco for granted, stressing that the NCAA was prepared to impose tougher sanctions on any carrier that repeatedly violates passengers’ rights.
Royal Air Maroc was one of five airlines sanctioned by the NCAA in December 2024 for breaching the consumer protection provisions contained in Part 19 of the NCAA Regulations 2023. The other affected carriers were Air Peace, Ethiopian Airlines, Arik Air and Aero Contractors.
The Moroccan carrier subsequently paid the fine imposed by the regulator in September 2025, but the NCAA says recurring complaints indicate that the airline has yet to address the underlying issues.