The Nigeria Civil Aviation Authority (NCAA) has vowed to impose strict sanctions on Kenya Airways for repeated violations of aviation regulations in Nigeria, particularly in the mishandling of passenger rights.
A key grievance cited by the NCAA involves the airline’s refusal to apologize to a Nigerian passenger, Gloria Omisore, who was reportedly subjected to poor treatment by Kenya Airways staff in Nairobi, Kenya’s capital.
According to a statement released on Saturday by NCAA spokesperson Michael Achimugu via his X handle, Kenya Airways’ Country Manager, James Nganga, was summoned by the regulatory body and admitted that the airline mishandled the situation.
Achimugu also faulted Kenya Airways’ initial public statement addressing the issue, describing it as misleading. Despite agreeing to revise the statement to reflect the true events, the airline has yet to comply as of the time of filing this report.
The controversy arose when Kenya Airways mistakenly boarded Omisore in Lagos despite her lacking a France transit visa. Upon arrival in Nairobi, she endured a 17-hour layover, followed by an additional 10-hour delay before being allowed to board a flight to the United Kingdom. During this period, Omisore, who cited medical concerns, requested care but was met with neglect from airline staff. Kenya Airways later acknowledged that Omisore had not been unruly during her Lagos-Nairobi flight.
“The NCAA disputed Kenya Airways’ initial statement, which falsely suggested that Omisore had refused an offer to fly to London. The airline admitted that her frustration stemmed from its failure to provide accommodation during her extended layover,” Achimugu stated.
Video evidence reportedly captured airline staff verbally confronting and insulting Omisore. Kenya Airways’ Country Manager, James Nganga, later conceded that this conduct violated company policies. Despite this, the airline has yet to issue a corrective statement or address the concerns raised.
Beyond this incident, the NCAA has highlighted other infractions by Kenya Airways, including frequent flight delays and failure to compensate passengers for lost baggage.
“The airline also refused to submit a compliance report for a flight delayed by seven hours. When questioned, the airline’s representatives claimed ignorance of NCAA regulations, prompting the authority to provide them with a copy of the relevant guidelines,” the statement read.
As part of corrective measures, the NCAA announced plans to organize a regulatory retreat for all airlines operating in Nigeria to ensure compliance with NCAA Regulations 2023, particularly Part 19, which outlines passenger rights.
The NCAA expressed deep concern over Kenya Airways’ disregard for its regulatory obligations and its poor record of addressing customer complaints. The authority affirmed that enforcement actions against the airline would follow due process, with its legal department overseeing compliance.
“The NCAA’s commitment to safeguarding consumer protection rights in Nigeria remains unwavering, and it will take all necessary steps to address these violations,” the statement concluded.
Meanwhile, Kenya Airways does not have an official spokesperson or media office in Nigeria. Efforts to obtain a response via the airline’s official X handle have so far been unsuccessful.
