The Nigeria Civil Aviation Authority (NCAA) has imposed a ₦6 million sanction on Saudi Airlines over what it described as repeated violations of consumer protection regulations, following the carrier’s failure to resolve multiple passenger complaints despite regulatory intervention.
The enforcement action, announced by the aviation regulator on Friday through its official X account, marks one of the latest efforts by the NCAA to strengthen compliance with passenger rights provisions contained in Part 19 of the NCAA Regulations 2023, which sets out airlines’ obligations to consumers operating in Nigeria.
Saudi Airlines had not responded to requests for comment as of the time of publication. An email sent to the airline seeking its reaction to the regulatory action remained unanswered.
According to the NCAA, the decision to impose the financial penalty followed months of engagement with the airline rather than immediate enforcement.
The Authority disclosed that its officials had previously intervened during a tense situation involving Saudi Airlines at the Nnamdi Azikiwe International Airport, Abuja, where passenger complaints escalated to the point that regulators stepped in to prevent a breakdown of law and order.
Rather than sanction the airline immediately, the NCAA said it opted for dialogue and granted an extended grace period to enable the carrier to resolve outstanding consumer complaints and comply with regulatory directives.
However, the regulator said the airline failed to address the unresolved issues within the stipulated period, leaving it with no alternative but to impose the penalty in accordance with the law.
In a statement, the Authority said the sanction became necessary after earlier efforts to secure voluntary compliance did not produce the desired outcome. It stressed that the enforcement action was designed to uphold regulatory standards rather than disrupt the airline’s operations.
The NCAA added that it expects the airline to significantly improve its customer service and operational performance in Nigeria while complying fully with consumer protection obligations.
The regulator reaffirmed that protecting the rights of air travellers remains a key priority, noting that passengers who pay for air transport services deserve fair treatment, timely complaint resolution, and respect regardless of the airline they choose.
The Authority also reiterated its commitment to working collaboratively with Saudi Airlines and other domestic and international carriers to promote safe, efficient, and customer-focused aviation services.
The latest sanction underscores the NCAA’s increasing emphasis on enforcing consumer protection regulations as Nigeria’s aviation industry seeks to improve service quality, strengthen accountability among airlines, and enhance passenger confidence. For international carriers operating within the Nigerian market, the action signals that regulatory compliance and prompt resolution of consumer complaints remain essential requirements for sustaining operations.
