The Nigeria Civil Aviation Authority (NCAA) has threatened to suspend the operations of Royal Air Maroc in Nigeria over alleged repeated violations of consumer protection regulations and poor treatment of Nigerian passengers.
The warning was issued on Thursday by the NCAA’s Director of Public Affairs and Consumer Protection, Michael Achimugu, in a post on X, where he accused the Moroccan airline of failing to address recurring complaints despite previous regulatory interventions.
Achimugu alleged that Royal Air Maroc had consistently recorded passenger service failures, including baggage handling issues, poor customer relations and delays in resolving complaints.
“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.
He claimed that the airline often failed to promptly inform passengers about delayed baggage, provide immediate support to affected travellers or resolve complaints without intervention from the NCAA.
The NCAA official also accused Royal Air Maroc’s Country Manager, Ahmed Boussouf, of repeatedly failing to honour invitations to regulatory meetings in Abuja.
“Royal Air Maroc’s country manager, Boussouf, will sit in Lagos and refuse to attend meetings in Abuja,” Achimugu alleged.
“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 alleged that the airline’s representative responded dismissively when the regulator raised concerns during an engagement on Thursday.
“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 alleged.
He said the NCAA would no longer tolerate what he described as persistent non-compliance by the airline, adding that his department would recommend the suspension of Royal Air Maroc’s operations in Nigeria until it demonstrates improved compliance with aviation regulations.
“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.
Achimugu added that international airlines operating in Nigeria under Bilateral Air Service Agreements were obligated to comply with local aviation regulations and maintain acceptable passenger service standards.
He vowed that the NCAA would impose stricter sanctions if the airline failed to improve its operations.
“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,” he said.
The NCAA had on December 28, 2024, sanctioned several airlines, including Royal Air Maroc, Air Peace, Ethiopian Airlines, Arik Air and Aero Contractors, for breaches of Part 19 of the NCAA Regulations 2023, which covers consumer protection.
According to Achimugu, Royal Air Maroc later paid the penalty imposed over the violations in September 2025.
The airline had not issued a public response to the NCAA’s latest allegations as of the time of filing this report.
