NCAA Imposes ₦5m Fine on Qatar Airways Over Consumer Rights Violations

The Nigeria Civil Aviation Authority (NCAA) has levied a substantial ₦5 million penalty against Qatar Airways, citing egregious breaches of the West African nation's consumer protection regulations. This significant enforcement action follows a September 2025 incident involving alleged misconduct by a passenger on a Lagos–U.S. flight via Doha, which subsequently escalated due to the airline's handling of the situation and its subsequent non-compliance with regulatory inquiries. The NCAA's move underscores its commitment to upholding passenger rights and ensuring adherence to established aviation standards within Nigeria's airspace.

The core of the dispute stems from a cabin crew member's report of inappropriate touching by a passenger during boarding in Lagos. While the alleged incident occurred in Nigeria, it was not formally reported until the aircraft reached Doha. Upon arrival, the crew member's complaint led to the passenger's immediate arrest and detention by Qatari authorities for approximately 18 hours. Subsequently, the passenger was fined and reportedly coerced into signing a document in Arabic, a language he did not understand. Critically, Qatar Airways then refused to rebook the passenger, compelling him to purchase a new ticket on another airline at considerable personal expense, leaving his wife without information or support.

The Nigeria Civil Aviation Authority initiated an investigation, sending multiple letters to Qatar Airways regarding this and other pending complaints. However, the airline's country manager reportedly failed to appear for discussions, delegating junior staff, and subsequently ignored formal resolutions and further communications. The NCAA condemned this pattern, asserting that Qatar Airways has consistently shown disrespect for Nigerian passengers and the regulator, violating Part 19 of the NCAA Regulations 2023.

Michael Achimugu, NCAA’s Director of Public Affairs and Consumer Protection, emphasized the authority's obligation to defend all aviation stakeholders' rights and warned of further penalties if Qatar Airways continues to disregard Nigeria's aviation consumer rules. The regulator reiterated that disregarding NCAA communication, providing misleading information, or violating consumer protection provisions constitutes a breach of Nigerian law. This firm stance highlights the Nigeria Civil Aviation Authority's resolve to ensure all airlines operating within its jurisdiction comply with bilateral air service agreements and the country's robust consumer protection framework, mirroring compliance expected in other global regions.