In a statement, Michael Achimugu, NCAA’s Director of Public Affairs and Consumer Protection, accused the airline of operating “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.” He stressed that such conduct would no longer be tolerated.
The Incident That Sparked the Dispute
The latest row centres on a Nigerian passenger travelling with his wife from Lagos to the United States via Doha. According to reports, a Qatar Airways cabin crew member alleged that the man had touched her inappropriately during boarding at Lagos airport.
The NCAA noted that the complaint was not filed in Nigeria. Instead, the matter was reported upon arrival in Doha, where the passenger was arrested and detained for more than 18 hours. His wife, left unattended, said she suffered severe psychological distress. She insisted she had been with her husband throughout boarding and questioned how such an incident could have occurred.
The man was later compelled to pay a fine and sign a document written entirely in Arabic—a language he could not read—before his release. Despite this, Qatar Airways allegedly refused to transport him to his final destination. He was forced to buy a new ticket from another airline, leading to significant financial loss and reputational damage.
NCAA Steps In
Following the incident, the NCAA summoned Qatar Airways to a meeting. However, Achimugu said the airline’s country manager failed to attend, sending subordinates instead. The regulator nonetheless issued determinations, which Qatar Airways allegedly ignored.
The NCAA also accused the airline of failing to respond to other complaints forwarded by the authority, including an official Letter of Investigation.
“This behaviour stops now,” Achimugu declared.
Wider Context and Global Concerns
Qatar Airways has faced international scrutiny in the past. In 2020, the airline drew global criticism after several female passengers were subjected to invasive physical examinations at Doha’s Hamad International Airport, an incident that triggered diplomatic protests from Australia and other countries and forced Qatari authorities to apologise.
Aviation analysts say these episodes have raised persistent questions about the airline’s passenger-handling practices and compliance with international norms, lending weight to the NCAA’s concerns.
‘No Airline Above the Law’
Reiterating its stance, the NCAA stressed that all carriers must comply with Part 19 of its 2023 regulations, which require timely responses to complaints and adherence to consumer protection determinations.
“It is against the law for any airline not to respond to the NCAA. It is against the law to provide false information. It is against the law to fail to comply with consumer protection regulations,” Achimugu said.
He further noted that while international carriers respect enforcement actions in Europe and elsewhere, Nigerian laws must not be treated with contempt.
“When Bilateral Air Service Agreements (BASAs) are signed, they must be respected by both parties,” he added.
The NCAA disclosed that Royal Air Maroc and Saudi Air, both cited for infractions, may also face stiff penalties if they continue to flout consumer protection directives.
NCAA’s Director General, Chris Najomo, vowed that his administration would not hesitate to apply “appropriate and stiff penalties against airlines that, in perpetuity, fail to comply.”