Friday, February 14, 2025
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Kenya Airways Responds After Viral Video of Staff & Passenger Quarrelling

Kenya Airways has issued a statement regarding a social media video showing a verbal exchange between a passenger and a Kenya Airways agent at the transfer desk in Nairobi.

The Airline said the guest was travelling from Lagos to Nairobi, Paris, and Manchester.

On arrival in Nairobi for her connecting flight (Nairobi-Paris), it was discovered that she did not have a SCHENGEN Visa, which is a requirement for her to enter any European Union Country.

Therefore, she was offered an alternative to travel through London and onward to Manchester, which she refused.

KRA Exposed After Egyptian National's Encounter at JKIA KRA Exposed After Egyptian National's Encounter at JKIA KRA Exposed After Egyptian National's Encounter at JKIA. Kenya Airways
Photo of JKIA entrance. PHOTO/Visit Nairobi.

Besides, Kenya Airways stated that upon further investigation, we have established the video lacks full context.

The airline clarified that the guest was unhappy with their accommodation and demanded accommodation, which it does not provide in cases where boarding is denied due to visa requirements.

“It is the responsibility of passengers to ensure they have the necessary documentation for their journey,” Kenya Airways said.

Additionally, the Airline said the guest resorted to inappropriate behaviour by removing and throwing 3 used sanitary pads at our employees.

Kenya Airways Condemns the Incident

Kenya Airways condemned the incident stating that its employees deserve to serve customers without any form of abuse.

It stated that the incident has been reported and is under investigation by the relevant security agencies.

The Airline emphasized its commitment to taking the necessary steps to ensure the well-being and safety of our employees and guests at all times.

“We strongly condemn such conduct. While we remain committed to delivering exceptional service, we expect all interactions to be based on mutual respect,” Kenya Airways said.

“Our employees deserve to work in a safe and dignified environment, and we do not tolerate any abuse from our employees or guests.”


Also Read: Kenya Airways Faces Hefty Fines as Probe Kicks Off After Uproar


The Viral Video

In a video seen by The Kenya Times, the passenger is heard demanding a hotel, sanitary towels, and food for the night.

“You will provide a sanitary towel, touch my phone and you will see,” the passenger says.

The airline’s staff responds by telling her that they will not provide anything and threatens to take her phone.


Also Read: Kenya Airways and Air India Launch Codeshare Flights Connecting 15 Indian Cities & 28 African Countries


At one point, the passenger threatens to call Nigeria’s Minister of Finance if her demands are not met. In response, the staff fights back, telling her to call the President instead.

“We are not going to provide you with anything. You are not going to fly with Kenya Airways. We don’t need passengers like you,” the staff says.

A second Kenya Airways agent then steps in, trying to calm the passenger by asking her to accept the alternative offered.

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Kenya Airways staff posing in front of a passenger Boeing at JKIA. PHOTO/KQ
Kenya Airways staff posing in front of a passenger Boeing at JKIA. PHOTO/KQ.

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Edwin Hinda

Edwin Hinda is a versatile and creative journalist with a keen interest in politics, sports, education, international affairs, entertainment, and soft content. With a degree in Communication and Media Technology (Print Option) with IT from Maseno University, Edwin brings a well-rounded academic background to his work. He excels in conducting thorough interviews and in-depth research, ensuring that his stories are both informative and engaging. He can be reached at edwin.hinda@thekenyatimes.com

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