The Nigeria Civil Aviation Authority has vowed to impose strict sanctions on Kenya Airways for repeated violations of aviation regulations in Nigeria.
One of the key issues prompting this action is the airline’s failure to apologize to a Nigerian passenger, Gloria Omisore, who was allegedly mistreated by airline staff in Nairobi.
In a statement posted on his X handle on Saturday, NCAA spokesperson Michael Achimugu revealed that Kenya Airways’ Country Manager, James Nganga, admitted that the airline mishandled Omisore’s case during a meeting at the NCAA office.
Achimugu further criticized a public statement issued by Kenya Airways in response to the incident, describing it as misleading.
“The initial statement released by the airline does not reflect the true account of what happened. The airline agreed to correct it, but as of now, they have failed to do so,” he said.
According to the NCAA, Omisore was mistakenly allowed to board a flight from Lagos to Nairobi without a France transit visa, leading to a 17-hour layover in the Kenyan capital. She was later informed she would have to wait an additional 10 hours before boarding a flight to the UK.
During this extended wait, Omisore, who cited medical concerns, requested assistance but was allegedly treated poorly by airline staff.
“Kenya Airways has admitted that Omisore was neither rude nor disruptive during the Lagos-Nairobi flight, yet she was subjected to verbal abuse by their staff,” Achimugu noted.
He also condemned the spread of misinformation regarding the incident. “A blog falsely claimed that Omisore refused an offer to fly to London. This is not true, and despite Kenya Airways acknowledging their errors, they have not corrected the narrative,” he added.
Beyond Omisore’s case, the NCAA has flagged multiple issues with Kenya Airways, including frequent flight delays and failure to compensate passengers for lost baggage.
“The airline refused to submit a compliance report for a flight that was delayed for seven hours. Their representatives claimed ignorance of NCAA regulations, so we had to provide them with the relevant guidelines,” the statement read.
As part of its regulatory measures, the NCAA announced plans to organize a retreat for all airlines operating in Nigeria to review the 2023 NCAA Regulations, particularly Part 19, which focuses on passenger rights.
The agency has also placed its legal department on notice to ensure that Kenya Airways complies with enforcement actions. “The NCAA remains committed to protecting consumer rights in Nigeria, and we will take all necessary steps to address these violations,” Achimugu emphasized.
Kenya Airways currently lacks a media office or spokesperson in Nigeria. Attempts to reach the airline for comments via its official X handle have so far gone unanswered.
