NCAA Targets Qatar Airways, Royal Air Maroc, and Saudi Air Over Passenger Rights Violations
The Nigeria Civil Aviation Authority (NCAA) has launched a stern rebuke against Qatar Airways, accusing the airline of persistent disregard for Nigerian passengers and blatant non-compliance with the country’s aviation consumer protection laws. The regulator’s Director of Public Affairs and Consumer Protection, Mr. Michael Achimugu, revealed that Qatar Airways has repeatedly violated Part 19 of the NCAA Regulations 2023, which governs passenger rights and airline obligations, treating both travelers and regulatory authorities with disrespect and neglect.
At the heart of the controversy lies a distressing incident involving a Nigerian couple traveling to the United States via Doha. According to NCAA, a female cabin crew member accused the male passenger of inappropriate behavior during boarding in Lagos, but failed to report the allegation at that time. The accusation was only formally raised upon arrival in Doha, resulting in the man’s arrest and an 18-hour detention that caused significant humiliation and distress.
Mr. Achimugu recounted the ordeal: the passenger’s wife, who was present throughout the boarding process, endured severe mental, physical, and psychological trauma while her husband was held. To secure his release, the man was compelled to pay a substantial fine and sign a document written solely in Arabic—a language he could not understand. Despite this, Qatar Airways refused to transport him onward to his final destination, forcing him to purchase new tickets at great financial and reputational cost.
The NCAA further criticized Qatar Airways for its evasive response to regulatory inquiries. When summoned to address the incident, the airline’s country manager failed to appear, sending junior staff instead—a pattern described by Achimugu as habitual avoidance. More troubling, the airline allegedly ignored NCAA rulings, failed to respond to escalated complaints, and maintained complete silence in response to a formal Letter of Investigation.
“This conduct will no longer be tolerated,” Achimugu declared. He emphasized that Nigerian law prohibits any airline from disregarding NCAA directives, providing false information, or violating consumer protection regulations. He underscored the importance of respecting Bilateral Air Service Agreements (BASAs), which must be honored by all parties involved. “We will not allow airlines to flout our laws while diligently complying with regulations in Europe or other regions,” he added.
The NCAA has vowed to impose stringent penalties on airlines that fail to comply, reaffirming its commitment to safeguarding the rights of both passengers and carriers. Director General Captain Chris Najomo has taken a firm stance, warning that the full force of the law will be applied against any airline that persistently ignores NCAA determinations.
In addition to Qatar Airways, other international carriers such as Royal Air Maroc and Saudi Air have been flagged for similar infractions and face looming sanctions if they do not adhere to NCAA’s consumer protection directives. This signals a broader crackdown by Nigerian aviation authorities to enforce compliance and elevate service standards within the country’s airspace.
For Africa’s aviation and tourism sectors, this development highlights the increasing assertiveness of regulatory bodies in protecting passenger rights and ensuring that foreign airlines respect local laws. It also serves as a reminder that adherence to consumer protection frameworks is non-negotiable, regardless of an airline’s global stature or bilateral agreements.
As Nigeria intensifies oversight, airlines operating in the region must prioritize transparent communication, swift resolution of passenger grievances, and full compliance with NCAA regulations to avoid reputational damage and operational penalties. The regulator’s firm approach is poised to reshape the landscape of airline accountability in West Africa, fostering a safer and more respectful environment for travelers across the continent.