The Nigeria Civil Aviation Authority (NCAA) has threatened to suspend the operations of Royal Air Maroc in Nigeria over what it described as persistent violations of consumer protection regulations and poor treatment of Nigerian passengers.
The warning was issued by the NCAA’s Director of Public Affairs and Consumer Protection, Michael Achimugu, who accused the Moroccan airline of repeated baggage infractions, poor passenger handling and failing to promptly resolve complaints despite previous regulatory sanctions.
In a statement posted on X, Achimugu said Royal Air Maroc had shown little improvement since it was sanctioned in 2025 for consumer protection-related infractions.
“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,” he said.
“Having been sanctioned – for the first time ever – for consumer protection-related infractions in 2025, one would have expected very major improvements in the way they attend to complaints from Nigerian passengers.”
According to him, the airline continues to mishandle passengers’ baggage and responds to complaints only after the intervention of the NCAA.
“Sadly, despite the best possible support from the authority (we support all airlines to continue to be in business), the manner of response to these issues have hardly seen much by way of improvement; baggage continue to be shortlanded without timely information to affected passengers, first need is not being paid on a consistent level, and complaints are treated mostly after the NCAA gets involved and much pressure is given,” he stated.
Achimugu also accused the airline of repeatedly disregarding invitations from the aviation regulator, describing its conduct as unacceptable.
“To make matters worse, invitations from the CAA are treated with a degree of insolence that is unacceptable. Everywhere in the world, when the CAA summons an airline, it is mandatory to attend,” he said.
He alleged that Royal Air Maroc’s Country Manager, Ahmed Boussouf, consistently refused to honour invitations to meetings 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.”
Achimugu further claimed that during one of the exchanges over the unresolved complaints, Boussouf challenged the regulator.
“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 said such conduct amounted to disrespect for both the Nigerian aviation regulator and the administration under which it operates.
“While our job may be thankless and exhausting, the NCAA, under the dispensation of President Bola Tinubu; Minister Festus Keyamo; and the Director General of the NCAA, Capt. Chris Najomo, will never be diminished to such a level of brazen disregard and non-compliance.”
Achimugu stressed that Nigerian passengers deserved better treatment, noting that international airlines operating under Bilateral Air Services Agreements (BASA) have obligations to both regulators and customers.
“The passengers whose cases have been delayed, quite unfairly and unnecessarily, are paying, loyal customers. International airlines have bilateral service agreements (BASA) to honour, as well as the obligation of simple service to passengers.”
He warned that the NCAA would pursue stricter enforcement measures against the airline, including pushing for the suspension of its operations in Nigeria.
“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 added: “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.”
Achimugu also called for greater commitment to global aviation standards, arguing that consumer rights must remain central to the industry’s growth.
“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 noted that Nigerian travellers often continue flying with airlines despite poor service, reducing pressure on operators to improve.
“Most airlines are fortunate, and they know it, that Nigerian passengers do not have a culture of boycotting airlines, no matter the shortcomings. Otherwise, some of these cases would not even require regulatory intervention if any operator fails to take their customers seriously. There is nowhere RAM flies to, that people do not have alternatives in Air Algerie, EgyptAir and Ethiopian.”
Achimugu vowed that the NCAA would impose tougher sanctions on Royal Air Maroc if the airline failed to improve its treatment of Nigerian passengers.
“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.”
Boluwatife Enome
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