2 weeks ago
20
By Chinelo Obogo
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.
*The Sun* had earlier reported that Kenya Airways issued an apology to the NCAA for the mistreatment of Ms Omisore after it came under fire from the NCAA following a viral social media video showing a heated argument between Ms Omisore and the airline’s staff at Jomo Kenyatta International Airport (NBO). The passenger was travelling from Lagos to Manchester via Nairobi and Paris, but upon arriving in Nairobi for her connecting flight to Paris, the airline discovered that she did not possess a Schengen visa. Kenya Airways claimed on its X handle that it offered her an alternative route through London to Manchester, but she declined. The airline also stated that it does not provide accommodation for passengers denied boarding due to visa issues.
Following the incident, Achimugu summoned the airline’s country manager, James Nganga, who appeared at the agency’s Abuja office on Tuesday, 4 February, along with the station manager, Eric Mukira, and duty manager, Ezenwa Ehumadu.
During the meeting, it was established that Ms Omisore had called Kenya Airways on 7 December 2025 to confirm her eligibility to fly the Manchester-Paris-Nairobi-Lagos route. Despite informing the airline of her Nigerian nationality and British resident permit, she was told she was qualified to travel without needing a Schengen visa. This led her to purchase the ticket and fly the first leg of her journey without any incident.
It was also established that the airline boarded and flew Ms Omisore from Lagos to Nairobi, only to discover the visa issue upon her arrival in Nairobi. Kenya Airways then offered her a direct flight to London at no extra cost but required her to wait an additional 10 hours. It was also established that Ms Omisore requested accommodation and care, which the airline denied, leading to an argument. During the meeting, the airline admitted that their official statement was misleading and acknowledged their fault in not identifying the visa issue earlier.
However, the NCAA demanded that the airline update its statement to reflect the facts, but Achimugu said the carrier is yet to comply, and the original statement continues to circulate. He then revealed that the Omisore incident is not an isolated case, as the airline has been found guilty of multiple violations, including a 7-hour flight delay without compensation for passengers and failure to pay refunds and compensate for lost baggage. He said when enquiries were made, the airline claimed ignorance of NCAA’s regulations.
“Added to the other long-ignored cases read out to the KQ team that attended the meeting, the CAA is dismayed by the actions of this airline. Cases of refunds not paid, lost baggage not compensated for despite admitting to losing them, and failure to honour commitments. The NCAA is, therefore, initiating stiff enforcement action against Kenya Airways. This action will go through due process. I have put our legal department on notice.
“In response, the NCAA said it would organise a retreat for all airlines operating in Nigeria to review Part 19 of the NCAA Regulations 2023, insisting that knowledge of the regulations is essential for foreign airlines operating in the country,” Achimugu said.
English (US) ·