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By Tracy Moses
The Nigeria Civil Aviation Authority (NCAA) has imposed a ₦5 million penalty on Qatar Airways for breaching the country’s consumer protection regulations, following a September 19, 2025 incident involving alleged misconduct by one of the airline’s passengers.
The issue arose after a cabin crew member reported that while assisting a passenger in a wheelchair during boarding for a Lagos–U.S. flight via Doha, the man travelling with his wife allegedly touched her inappropriately.
Announcing the sanction in a statement shared on his X page on Wednesday, NCAA’s Director of Public Affairs and Consumer Protection, Michael Achimugu, said the authority had earlier sent multiple letters of investigation to the airline over related concerns. He warned that more penalties could follow if Qatar Airways continues to disregard Nigeria’s aviation consumer rules.
According to the NCAA, the airline has consistently acted in a manner suggesting that Nigerian passengers, as well as the regulator, are undeserving of respect, fair treatment, or compliance with Part 19 of the NCAA Regulations 2023.
Achimugu stressed that the authority is obligated to defend the rights of all aviation stakeholders and will not condone continued violations of established consumer protection standards.
Investigations revealed that although the alleged inappropriate conduct took place during boarding in Lagos, it was not reported until the crew arrived in Doha. Upon landing, the crew member lodged a formal complaint, leading to the immediate arrest and detention of the accused passenger for approximately 18 hours.
His wife, left without information or assistance, reportedly went through emotional and psychological distress.
The man was subsequently fined by Qatari authorities and coerced into signing a document written solely in Arabic, a language he could not read. Despite signing under pressure, Qatar Airways refused to rebook him, forcing him to buy a fresh ticket on another airline at a substantial personal cost.
When the NCAA invited Qatar Airways to discuss the matter, the airline’s country manager failed to appear, delegating junior staff instead. Following this, the authority issued a formal ruling on the case along with other pending complaints.
The NCAA said Qatar Airways has still not complied with the resolutions from that meeting and has ignored additional complaints sent to it, even refusing to respond after receiving a formal letter of investigation.
The regulator condemned this recurring pattern, warning that Nigeria’s consumer protection laws must be respected just as airlines comply with similar rules in Europe and other regions.
It reiterated that it is a breach of Nigerian law to disregard NCAA communication, provide misleading information, or violate provisions under Part 19 of its regulations.
The NCAA also underscored the need for all airlines to adhere to bilateral air service agreements and fully comply with Nigeria’s aviation consumer protection framework.
Achimugu added that the Consumer Protection Department works in the best interest of both passengers and airlines, noting that Director-General Capt. Chris Najomo remains committed to stringent enforcement. He assured that any airline that repeatedly flouts the rules will face strong regulatory action.