The Nigeria Civil Aviation Authority (NCAA) has announced plans to take strict action against Kenya Airways for failing to follow consumer protection rules.
The airline has been accused of mistreating passengers, failing to compensate them for flight delays, and not following Nigerian aviation laws.
The issue gained attention after an incident involving a Nigerian passenger, Gloria Omisore. A viral video showed her arguing with Kenya Airways staff at a transfer desk.
Omisore claimed she was treated unfairly, while the airline said she was denied boarding because she didn’t have a Schengen visa for France.
Kenya Airways claimed it offered her an alternative flight to Manchester, which she refused. The airline also accused her of misbehaving during the altercation.
However, the NCAA criticized Kenya Airways for allowing her to board the first flight without a visa in the first place.
Following a meeting with Kenya Airways officials on February 4, the NCAA asked the airline to:
- Publicly apologize to Omisore
- Compensate her for the inconvenience
- Provide an updated statement on the incident
The NCAA gave Kenya Airways 48 hours to comply, but the airline failed to meet the deadline, even after asking for a one-hour extension.
Kenya Airways has also been accused of other consumer rights violations, including:
- A seven-hour flight delay without compensation
- Not refunding passengers on time
- Failing to compensate for lost baggage despite admitting the losses
The NCAA plans to take strong action against Kenya Airways for these violations. It is also organizing a mandatory training session for all airlines in Nigeria to ensure they follow consumer protection laws.
The legal team at NCAA has been notified, and the agency is ready to take legal steps to enforce penalties against Kenya Airways.
