NCAA Threatens Royal Air Maroc With Suspension Over Passenger Complaints

The warning was issued by the NCAA’s Director of Public Affairs and Consumer Protection, Michael Achimugu, who said the regulator is considering stronger enforcement measures after the airline allegedly failed to improve its services despite sanctions imposed over similar issues in 2025.

Achimugu disclosed that his department would recommend halting the Moroccan carrier’s operations in Nigeria until it demonstrates a clear commitment to treating passengers in accordance with established aviation regulations.

He stressed that the authority would not tolerate continued disregard for consumer rights, adding that strict enforcement would be applied against any airline that fails to comply with the rules governing passenger welfare.

The NCAA accused Royal Air Maroc of recurring baggage handling problems, poor customer service and delays in resolving passengers’ complaints. According to the regulator, several disputes involving affected travellers were only resolved after its intervention.

The authority further alleged that the airline failed to provide timely updates to passengers whose luggage was delayed and did not consistently offer the assistance required under consumer protection guidelines.

Achimugu also claimed that the airline repeatedly ignored invitations to meetings aimed at resolving outstanding complaints. He alleged that the carrier’s Country Manager, Ahmed Boussouf, often delegated representatives who lacked the authority to make decisions on behalf of the airline.

According to the NCAA official, one of the responses received from the airline’s management reflected what he described as an uncooperative attitude toward the regulator’s complaint resolution process.

The aviation authority recalled that Royal Air Maroc had previously been cautioned alongside other international airlines over consumer protection concerns as part of its intensified enforcement drive in 2025.

As of the time of filing this report, Royal Air Maroc had not issued an official response to the allegations or the NCAA’s latest warning.