Individual & Royal Air Maroc
Lead NCPMorocco
Supporting NCP(s)France
DescriptionSpecific instance notified by an individual alleging that Royal Air Maroc, an air transporting company, did not observe the OECD Guidelines.
Theme(s)Consumer interests
Date27 May 2019
Host country(ies)Morocco
Industry sectorTransportation and storage

Read the final statement, published on 23 December 2020: French

On 4 March 2019, Mr Teugmanie, an individual, submitted a specific instance to the French NCP, alleging that Royal Air Maroc (RAM), a company active in the airline sector, had not observed the “Consumer interests” provisions (Chapter VIII) of the OECD Guidelines. More specifically, the submitter claimed that RAM had provided him with a false information and had withheld information, causing him to miss a connecting flight and remain in transit for 24 hours. As a result, the submitter was seeking compensation for the harm suffered.

Given that his submission concerned a Moroccan company and that the alleged impact took place in Morroco, the French NCP determined that the Moroccan NCP was better placed to handle this case. On 12 March 2019, the submitter and the Moroccan NCP agreed to a transfer of the case to the Moroccan NCP.

On 28 mai 2019, the Moroccan NCP began its initial assessment.

On 29 July 2019, the Moroccan NCP contacted the company and informed it of the specific instance that had been filed.

On 9 September 2019, the company responded and offered a compensation to Mr Teumagnie, which he accepted.

As the parties had reached an agreement before the end of the initial assessment phase, the NCP decided to accept the case on 5 October 2019 without offering its good offices.

On 23 December 2020, the Moroccan NCP published its final statement and addressed a set of recommendations to the company, namely to continue its efforts to improve its consumer communication policy in line with the best international standards, including the OECD Guidelines.