The Nigeria Civil Aviation Authority (NCAA) has imposed a N5 million fine on Qatar Airways for multiple consumer protection-related infractions, signalling a firm stance against airlines that flout Nigerian aviation regulations.
The sanction was announced on Tuesday by the Director of Public Affairs and Consumer Protection at the NCAA, Mr Michael Achimugu.
Achimugu confirmed that the penalty followed a series of unresolved cases involving the airline’s handling of passengers and its alleged disregard for regulatory directives.
He added that several Letters of Investigation (LOIs) issued to Qatar Airways over additional complaints remain unanswered, a development that may lead to more severe sanctions if not addressed satisfactorily.
According to Achimugu, the airline has repeatedly acted “as though Nigerian passengers and the NCAA are not deserving of their respect, dignified treatment, and compliance with Part 19 of the NCAA Regulations 2023”, adding that such conduct “will be brought to a stop immediately.”
One of the major incidents that prompted the Authority’s latest actions involved a male passenger travelling with his wife from Lagos to the United States via Doha.
A Qatar Airways cabin crew member alleged that the passenger had touched her inappropriately during boarding in Lagos. The allegation, however, was not reported in Nigeria.
Upon arrival in Doha, the crew member filed the complaint, resulting in the passenger’s arrest and an 18-hour detention. Achimugu revealed that the passenger’s wife suffered “mental, physical, and psychological trauma” during the ordeal and questioned the allegation, insisting she had been with her husband throughout the boarding process.
The arrested passenger was subsequently compelled by authorities in Doha to pay a significant fine and sign a document written solely in Arabic – a language he did not understand – due to his desperation to continue his journey.
Despite these actions, Qatar Airways refused to convey him to his final destination, forcing him to purchase new tickets on another airline at great financial and reputational cost.
Achimugu noted that when the NCAA invited Qatar Airways to address the incident, the airline’s country manager – whom he described as habitually evasive – failed to attend the meeting, instead delegating subordinates.
The Authority proceeded to issue determinations, but Qatar Airways allegedly declined to comply. The airline has also reportedly ignored subsequent complaints and failed to respond to an LOI issued by the NCAA.
“This behaviour stops now,” Achimugu stated emphatically, stressing that Nigeria’s aviation consumer protection framework is robust and must be respected by all operators.
He added that some foreign airlines behave with “disdain” towards Nigerian regulations because their home countries lack equally strong consumer protection regimes – an attitude the NCAA will no longer tolerate.
Achimugu reaffirmed that it is unlawful for any airline to ignore NCAA directives, provide false information, or violate provisions of Part 19 of the NCAA Regulations 2023. He further emphasised that Bilateral Air Service Agreements (BASAs) must be honoured by all signatory airlines operating in Nigeria.
“The DGCA, Captain Chris Najomo, has never minced words about his position on consumer protection issues, and we will apply appropriate and stiff penalties against airlines that, in perpetuity, fail to comply,” he added.
The NCAA disclosed that Royal Air Maroc and Saudi Air have also been cautioned over certain infractions and, should they fail to comply with the Authority’s determinations, will face heavy sanctions.
Achimugu reiterated that the regulator remains committed to safeguarding the rights of all stakeholders, ensuring fairness to both passengers and airlines while enforcing strict adherence to Nigeria’s aviation laws.
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