NCAA Fines Qatar Airways N5 Million for Repeated Consumer Protection Violations

As part of a renewed effort to enforce compliance and defend the rights of Nigerian passengers, the Nigeria Civil Aviation Authority (NCAA) fined Qatar Airways N5 million for infractions that bordered on consumer protection.

Mr. Michael Achimugu, Director of Public Affairs and Consumer Protection, made the announcement and denounced the airline for what he described as a “persistent disregard for regulatory directives.”

Achimugu said that Qatar Airways has received numerous Letters of Investigation (LOIs) regarding other concerns, and that the fine is just one of many outstanding issues surrounding the carrier.

He cautioned that the Authority will no longer put up with what it sees as a history of contempt and non-compliance, and that failing to reply to the LOIs satisfactorily may result in additional consequences.

He claims that Qatar Airways has acted “as though Nigerian passengers and the NCAA are not deserving of respect, dignified treatment, and compliance with Part 19 of the NCAA Regulations 2023,” and he is adamant that this behavior “will be brought to a stop immediately.”

An event on a voyage from Lagos to Doha to the United States was one of the cases that led to the most recent enforcement action. When she helped another passenger board in Lagos, a female cabin crew member said that a male passenger traveling with his wife had improperly grabbed her. Most importantly, the crew member failed to disclose the allegation in Lagos.

But when she filed the complaint after arriving in Doha, the traveler was arrested and held for around eighteen hours.

According to Achimugu, the passenger’s wife had significant mental and psychological suffering during the encounter, raising doubts about the veracity of the accusation given that she had accompanied her husband during the boarding process.

In order to regain his freedom and resume his journey, the detained traveler was later forced to pay a hefty fee and sign a paper written entirely in Arabic, even though he did not comprehend the language.

He had to purchase a ticket on another airline at great financial and reputational expense because Qatar Airways refused to take him to his destination even after he followed the instructions in Doha.

Achimugu further stated that Qatar Airways’ country manager allegedly sent subordinates in his place when the NCAA called the airline to a meeting to discuss the incident and other outstanding issues.

After the meeting, the Authority made decisions, but Qatar Airways reportedly disregarded them. Additionally, it has not responded to further complaints or a written letter of intent, which Achimugu emphasized is illegal.

“This behavior is over,” he said. “Any airline that fails to respond to the NCAA, gives false information, or ignores Part 19 of the NCAA Regulations 2023 is in violation of Nigerian aviation law.”

He saw that some international airlines, particularly those from nations with laxer consumer protection laws, frequently violate Nigerian laws with contempt.

Achimugu noted that all parties must respect Bilateral Air Service Agreements (BASAs) and issued a warning that such attitudes will no longer be tolerated.

He reiterated the position of Captain Chris Najomo, Director-General of Civil Aviation, who has continuously emphasized firmness on issues pertaining to consumer protection. “Any airline that consistently fails to comply will face appropriate and severe penalties,” Achimugu declared.

In a similar development, he disclosed that Saudi Air and Royal Air Maroc had also received warnings due to detected violations. They will be subject to similarly harsh penalties if they disregard the NCAA’s rulings.

Achimugu emphasized that adherence to Nigerian aviation regulations is non-negotiable while restating the NCAA’s commitment to safeguarding both passengers and airlines.