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Rabat – Michael Achimugu, the Director of Public Affairs and Consumer Protection at Nigeria’s Civil Aviation Authority (NCAA), wrote a strongly worded post on X, expressing frustration over what he described as Royal Air Maroc (RAM)’s “failure to take its customers seriously.”
“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 claimed.
He accused the national carrier of continuing to mishandle customers’ luggage “without timely information” to affected passengers.
He also accused airline officials of not attending meetings allegedly sought to tackle similar situations.
He also threatened that strict “enforcement will happen against this airline.”
He threatened that his department will “push for a stoppage of Royal Air Maroc operations in Nigeria” until they make a “commitment to treat Nigerian passengers better.”
He alleged that he is not afraid to lose his job for “the right reasons,” lamenting that Nigerian passengers do not have a culture of boycotting airlines.
“Most airlines are fortunate, and they know it, that Nigerian passengers do not have a culture of boycotting airlines, no matter the shortcomings,” he said, threatening that his department will take a “firm stand over this matter.”
Royal Air Maroc connects Morocco to 86 international destinations across Europe, Africa, the Americas, Asia, and the Middle East.
More than 1.8 million seats are allocated for Africa as part of the airline’s summer program, marking a 36% increase to strengthen its regional hub. The company operates 67 aircraft across its entire network.
The airline has faced increased scrutiny in recent months, with several videos circulating on social media highlighting complaints over delayed and mishandled luggage. Despite the criticism, the company has repeatedly reiterated its commitment to improving baggage handling, strengthening customer service, and enhancing the overall passenger experience.
At the same time, Royal Air Maroc continues to pursue an ambitious expansion strategy aimed at reinforcing its operations. The airline is set to receive a new Boeing 787-8 Dreamliner as part of its fleet expansion plan.
Moroccan news outlet Le360 recently quoted a source as saying the aircraft is expected to be delivered by the end of July, bringing Royal Air Maroc’s total fleet to 68 aircraft. The airline has also been introducing upgrades to its business class offering as part of its broader efforts to modernize its services and expand its international network.
