Qatar Airways has come under fire for alleged disregard of Nigerian passengers, the Nigeria Civil Aviation Authority (NCAA), and compliance with aviation consumer rights.
According to information gathered, Qatar Airways has consistently failed to respect NCAA consumer protection enforcement, despite repeated reminders from regulators.
The latest incident involves a Nigerian passenger travelling with his wife from Lagos to the United States via Doha. A member of Qatar Airways’ cabin crew alleged that the passenger had inappropriately touched her during boarding in Lagos while she assisted another passenger.
The claim was not reported in Nigeria but was later filed in Doha, leading to the man’s arrest and detention for more than 18 hours.
During the ordeal, his wife endured severe psychological and emotional distress without assistance. She expressed disbelief, insisting she had been with her husband throughout the boarding process and could not fathom how he could commit such an act.
Forced to Sign Document in Arabic
On arrival in Doha, the accused passenger was compelled to pay a hefty fine. He was also made to sign a document written entirely in Arabic, a language he did not understand before his release. Desperate to regain his freedom and continue his journey, he complied. Despite this, Qatar Airways allegedly refused to transport him to his final destination in the US. Left stranded, the passenger was forced to buy a new ticket on another airline, incurring significant financial loss and reputational damage.
NCAA Steps In
Following a complaint lodged with the NCAA, the airline’s country manager reportedly failed to appear before the authority, instead delegating subordinates. The NCAA nevertheless reviewed the case and issued determinations. However, Qatar Airways allegedly failed to comply with these rulings.
NCAA officials noted that the airline has also ignored subsequent complaints from passengers, even failing to respond to a formal Letter of Investigation (LOI) from the NCAA. This persistent disregard has now triggered tougher regulatory action.
“This behaviour stops now,” a senior NCAA official warned, stressing that NCAA consumer protection enforcement is not negotiable.
Legal Obligations Under NCAA Regulations
Part 19 of the NCAA Regulations 2023 clearly outlines airlines’ obligations regarding passenger rights and consumer protection. These include timely responses to complaints, compliance with determinations, and respect for regulatory processes. Failure to comply constitutes a violation of Nigerian law.
Industry experts note that while some countries lack advanced consumer protection frameworks, Nigeria has strong legal provisions that cannot be ignored. “When Bilateral Air Service Agreements (BASAs) are signed, they must be respected by both parties,” the official explained. “Every airline must understand and comply with consumer protection regulations once approved to operate in Nigeria.”
The official further emphasised that while international carriers uphold strict consumer protection enforcement in Europe and other regions, it is unacceptable for them to treat Nigerian laws with contempt.
Broader Enforcement
The NCAA affirmed that it protects both airlines and passengers. However, the Director General, Captain Chris Najomo, has repeatedly stressed that he will not compromise on passenger rights. “Appropriate and stiff penalties will be applied against airlines that, in perpetuity, fail to comply with consumer protection enforcement,”he declared.
In the same vein, Royal Air Maroc and Saudi Air have also been cautioned about infractions. Both airlines are liable to face heavy sanctions if they continue to disregard NCAA directives.
Protecting Nigerian Passengers
The NCAA has vowed to intensify monitoring and NCAA consumer protection enforcement to ensure Nigerian passengers are treated with dignity and fairness. Officials warned that national carriers must not see Nigeria as a weak regulatory environment.
As consumer protection enforcement tightens, passengers are encouraged to continue reporting mistreatment to the NCAA, which has promised swift and decisive action.
