Nigeria Threatens to Suspend Royal Air Maroc Operations Over Passenger Complaints

Nigeria's Civil Aviation Authority (NCAA) has issued a stern warning, threatening to halt operations for Royal Air Maroc within the country. The Moroccan carrier faces accusations of repeatedly ignoring Nigerian passengers and breaching consumer protection regulations. Michael Achimugu, the NCAA's Director of Public Affairs and Consumer Protection, highlighted the airline's consistent poor handling of passengers, frequent baggage problems, and a failure to adequately resolve complaints from Nigerian travelers. He noted that despite a previous sanction in 2025 for similar infractions, Royal Air Maroc has shown minimal improvement in its treatment of Nigerian customers.

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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.

Achimugu stated that Royal Air Maroc has been the primary offender regarding baggage issues, inadequate passenger service, and inefficient complaint resolution processes for Nigerian passengers. He expressed disappointment that, even after the airline's first-ever sanction for consumer protection violations in 2025, there has been little change in how they address passenger grievances. Baggage continues to be mishandled, passengers lack timely information, and essential needs are often unmet. Complaints are frequently only addressed after the NCAA intervenes and applies significant pressure.

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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.

Adding to the NCAA's frustration, the airline's country manager, Ahmed Boussouf, has reportedly treated official summons with disdain. Achimugu recounted an incident where Boussouf, based in Lagos, refused to attend meetings in Abuja, instead sending emails on the eve of scheduled meetings claiming cases were being processed. He would then send a representative, Theophilus, who lacked the authority to resolve issues or make commitments. Boussouf's alleged dismissive response to Achimugu, "whatever you want to do, do," has further fueled the NCAA's resolve.

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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.

The NCAA, under the current administration, emphasized its commitment to upholding passenger rights. Achimugu asserted that the authority, supported by President Bola Tinubu, Minister Festus Keyamo, and NCAA Director General Capt. Chris Najomo, will not tolerate such blatant disregard and non-compliance. He stressed that passengers experiencing delays are loyal customers who deserve better service, and international airlines must honor their bilateral service agreements and basic service obligations. The NCAA plans strict enforcement, including pushing for a suspension of Royal Air Maroc's operations in Nigeria until the airline commits to improving its service standards.

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