The Nigeria Civil Aviation Authority (NCAA) has revealed plans to impose stiff sanctions against Kenya Airways (KQ) over allegations of multiple consumer protection violations.
Topping the accusations against KQ was its management’s refusal to apologize to a Nigerian passenger, Gloria Omisore, who was earlier this week involved in a heated altercation with an airline agent at the Jomo Kenyatta International Airport (JKIA) in Nairobi.
The incident which was captured in a viral video circulated widely on social media showing the passenger in a verbal confrontation with a KQ agent at the airport’s transfer desk.
In a statement on Monday, the airline clarified that the passenger was traveling from Lagos, Nigeria, to Europe, with a connection through Nairobi.
Kenya Airways added that 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.”
However, NCAA Director of Public Affairs and Consumer Protection Michael Achimugu in a statement on February 8, 2025, said that the legal department of the Authority has been put on notice.
Nigeria Civil Aviation Authority threatens sanctions against KQ
Achimugu said that KQ’s Country Manager in Nigeria James Ng’ang’a was at his office upon a summon and admitted that the airline erred in the handling of the issue.
The NCAA Director added that the sitting also faulted a statement issued by Kenya Airways to address the matter, describing the contents as false and against the true account of the matter.
However, Achimugu highlighted that despite NCAA’s directive, the airline refused to update its misleading public statement on the incident.
“The airline admits that they should never have boarded the passenger from Lagos. The airline failed to discover the lack of a France transit visa and flew this passenger to Nairobi where she had a 17-hour layover, only to be told that she would have to endure a further 10-hour wait if she must be flown to the UK,” part of the statement read.
“The NCAA gave the airline an opportunity to fix what was wrong, but the airline has failed to do so. Earlier yesterday, the airline asked for an extension of one hour, after which they still failed to comply with the determination of the CAA.”
Other accusations
In addition to the Nigerian passenger incident, the NCAA has highlighted other ongoing issues with Kenya Airways, including delayed flights and the failure to compensate passengers for lost baggage.
NCAA also cited failure by KQ to compensate passengers for a seven-hour flight delay and unresolved issues regarding unpaid refunds.
The authority expressed concern over the airline’s “disregard for regulatory obligations” and its “poor track record in addressing customer complaints”.
“The airline also refused to submit a compliance report for a flight delayed by seven hours. The airline’s team claimed ignorance of NCAA regulations, prompting the NCAA to send them a copy of the relevant guidelines,” added Achimugu.
Also Read: Kenya Airways Faces Hefty Fines as Probe Kicks Off After Uproar
NCAA has announced plans to organise a retreat for all airlines operating in Nigeria to review and refresh their understanding of the NCAA Regulations 2023, specifically Part 19, which covers passenger rights to discuss and forestall such incidents.
The aviation regulatory body, however, insisted that enforcement action against Kenya Airways will proceed through due process, with the legal department put on notice to ensure compliance.
“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,” the director said.
Kenya Airways reveals more details
This comes days after KQ said that the airline had agreed to rebook the Nigerian passenger on the next available flight back to Lagos, Nigeria, given the circumstances of the incident.
The airline added that its priority is to provide support and reassurance during this time.
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.
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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