By Seun Ibiyemi
The Nigeria Civil Aviation Authority (NCAA) has imposed a ₦5 million fine on Qatar Airways over what it described as persistent consumer protection breaches and disregard for Nigerian passengers and regulatory directives.
The sanction follows multiple unresolved complaints and the airline’s alleged refusal to comply with regulatory determinations issued by the NCAA.
Announcing the penalty in a statement on his X handle, Michael Achimugu, Director of Public Affairs and Consumer Protection at the NCAA, said the Authority had halted what it views as a recurring pattern of disrespect toward Nigerian passengers and aviation laws.
Achimugu reported that Qatar Airways had conducted itself as though Nigerian passengers and the NCAA were undeserving of “respect, dignified treatment, and compliance” with Part 19 of the NCAA Regulations 2023, adding that the fine marks the beginning of stricter enforcement actions.
One of the key incidents that triggered the regulator’s intervention involved a male passenger travelling with his wife from Lagos to the United States via Doha. A cabin crew member accused the man of touching her inappropriately while she was assisting another passenger during boarding in Lagos.
Although the accusation was not reported in Nigeria, the crew member raised the complaint upon arrival in Doha, resulting in the passenger’s arrest, 18-hour detention, and the imposition of a substantial fine.
According to Achimugu, the detained passenger was compelled to sign a document written entirely in Arabic,a language he could not read before being released.
Despite this, Qatar Airways allegedly refused to transport him to his final destination, forcing him to purchase new tickets at significant financial and reputational cost.
The NCAA further stated that attempts to engage the airline were repeatedly frustrated by the conduct of its country manager, who allegedly avoided meetings with the regulator and sent junior staff in his place.
The airline was also accused of ignoring escalated consumer complaints and failing to respond to a formal Letter of Investigation (LOI), in breach of Nigerian aviation laws.
“This behaviour stops now,” Achimugu declared, noting that some countries lack strong aviation consumer protection systems, leading certain national carriers to disregard Nigeria’s robust regulatory framework.
He emphasized that failure to respond to the NCAA, providing false information, or violating Part 19 of the NCAA Regulations constitutes a serious offence.
Achimugu added that Royal Air Maroc and Saudi Air had been cautioned over similar infractions and could face heavy sanctions if they fail to comply with the Authority’s directives.
The NCAA reaffirmed its commitment to safeguarding the rights of passengers and ensuring all airlines operating in Nigeria adhere to the country’s consumer protection standards.