Kenya Airways (KQ) issued an update regarding a passenger from Nigeria involved in a heated altercation with an airline agent at Jomo Kenyatta International Airport (JKIA) in Nairobi.
This followed an earlier statement from the national carrier defending its staff in the wake of the incident, which was captured in a viral video.
The video, circulating widely on social media, shows the passenger engaged in a verbal confrontation with a KQ agent at the airport’s transfer desk. The footage has sparked widespread debate online, with some users claiming that such incidents of mistreatment are becoming more common.
In a statement on Monday, the airline clarified that the passenger was traveling from Lagos, Nigeria, to Europe, with a connection through Nairobi.
Upon arrival in Kenya for her connecting flight to Paris, “it was discovered that the passenger lacked a Schengen Visa, a requirement for entry into any European Union country”.
KQ on Monday evening in an update regarding the passenger said that the airline agreed to rebook her on the next available flight back to Lagos, Nigeria, given the circumstances of the incident.
The airline further added that its priority is to provide support and reassurance during this time.
Kenya Airways update on passenger incident at Nairobi transfer desk
We deeply regret any distress this situation may have caused and are sincerely committed to ensuring all our guests feel safe and respected. Given the circumstances, we have agreed to rebook the guest on the next available flight back to Lagos (LOS), Nigeria.
Our priority is to provide support and reassurance during this time. We believe in maintaining a culture of mutual respect and understanding.
Any inappropriate behavior towards our employees or guests is unacceptable, and we are dedicated to upholding the dignity and safety of everyone in our care.
Safety is the cornerstone of our operations, and we have taken appropriate internal measures to reinforce our commitment to creating a safe, secure, and respectful environment for our guests and employees.”
Kenya Airways while defending its staff had earlier stated that the viral clip did not provide full context” of the situation, asserting that the staff acted in line with standard immigration policies.
KQ reveals more details
The airline explained that the passenger was offered an alternative route —traveling through London and onward to Manchester— but declined the option, leading to an escalation of the incident.
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KQ while acknowledging the frustration that comes with travel disruptions emphasized that it is the responsibility of passengers to ensure they possess all necessary documentation before departure.
“Unhappy with this option, the guest demanded accommodation, which Kenya Airways does not provide in cases where boarding is denied due to visa requirements,” the airline said.
“In a distressing turn of events, the guest resorted to inappropriate behaviour by removing and throwing three used sanitary pads at our employees. We strongly condemn such conduct.”
Kenya Airways further said that the incident was reported to the relevant security agencies and is currently under investigation.
“While we remain committed to delivering exceptional service, we expect all interactions to be based on mutual respect,” KQ stated. “Our employees deserve to work in a safe and dignified environment, and we do not tolerate any abuse from our employees or guests.”
Nigeria responds
Reacting to the video and Kenya Airways’ statement, the Nigerian Civil Aviation Authority (NCAA) spokesperson, Mike Achimugu condemned the incident, stating that unruly passenger behavior is inexcusable.
However, NCAA criticized Kenya Airways for how it handled the situation. Achimugu blamed the airline for failing to verify the passenger’s visa eligibility before issuing her a boarding pass in Lagos and criticized the airline for the inappropriate remarks made by one of its staff during the altercation.
Achimugu further stated that the NCAA has summoned Kenya Airways’ Acting Station Manager in Lagos for a mandatory meeting to review the incident and has demanded CCTV footage to verify the airline’s claims that the passenger threw sanitary pads at one of its officials.
“There is a long history of maltreatment by your airline against Nigerian passengers. These passengers include staff of the NCAA. I have advised the passenger that unruly behavior is inexcusable at any airport, and she can be blacklisted by the airline and even pay fines,” read part of the statement.
“You should not have allowed her to board your flight from Nigeria if she was not qualified due to visa requirements. You issued her boarding passes and let her leave Lagos.”
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