Passenger’s maltreatment: FG takes action against Kenya Airways

The Nigeria Civil Aviation Authority (NCAA) has said it is initiating sanctions against Kenya Airways following multiple consumer protection violations.

The Authority’s spokesperson, Mike Achimugu, said in a statement on Saturday that the decision to penalise the airline was taken after it failed to comply with the NCAA’s directives to address the issues involving a Nigerian passenger, Gloria Omisore, and update its official statements to reflect the facts of the case.

According to Achimigu, the airline’s Country Manager, James Nganga admitted that it failed to handle the issue properly.

He added that a statement issued by the airline to address the matter was faulted and described as false.

The airline reportedly agreed to make amends but was yet to do so as of the time of this report.

“The passenger was flown from Lagos to Nairobi, where she endured a 17-hour layover. Omisore was later informed that she would face a 10-hour wait before being allowed to board a flight to the UK.

“She requested care during this period, citing her medical condition, but was met with poor treatment by airline staff.

“Kenya Airways acknowledged that Omisore was neither unruly nor rude during the Lagos-Nairobi flight.

“Following the incident, the NCAA disputed Kenya Airways’ initial statement regarding the matter, calling it misleading.

“Despite efforts to get the airline to update its statement, the NCAA reports that the original statement has continued to circulate, including in a blog post that falsely claimed that Omisore refused an offer to fly to London.

“This misinformation persists despite Kenya Airways’ admission that Omisore’s frustration stemmed from the airline’s failure to provide accommodation during her extended layover.

“Video footage showed airline staff verbally confronting Omisore, raising their voices and insulting her. Kenya Airways’ Country Manager, James Nganga, later acknowledged that this behaviour violated airline policies.

“Despite the airline’s failure to rectify the situation, the NCAA remains committed to holding Kenya Airways accountable for the poor handling of this incident,” Achimugu stated.