The Nigeria Civil Aviation Authority (NCAA) has declared its intent to impose strict penalties on Kenya Airways for repeatedly violating aviation regulations in Nigeria.
At the centre of the controversy is the airline’s alleged mistreatment of a Nigerian passenger, Gloria Omisore, by its staff in Nairobi. Despite admitting fault, Kenya Airways has reportedly refused to issue an apology.
NCAA spokesperson Michael Achimugu, in a statement posted on his X handle on Saturday, revealed that the airline’s Country Manager, James Nganga, admitted the airline mishandled the situation during a meeting with NCAA officials.
According to Vanguard, NCAA also criticised Kenya Airways’ initial statement on the incident, calling it misleading and inaccurate. Though the airline agreed to amend the statement, it has yet to do so.
According to Achimugu, Omisore was mistakenly boarded in Lagos despite lacking a France transit visa. She then endured a 17-hour layover in Nairobi, followed by an additional 10-hour wait for a flight to the UK. When she requested care due to a medical condition, she was reportedly met with poor treatment. Video footage showed airline staff verbally confronting and insulting her.
Kenya Airways acknowledged Omisore was neither unruly nor rude during her journey. The NCAA further criticised the airline for allowing false reports to circulate, including claims that Omisore declined an offer to fly to London.
“Video footage showed airline staff verbally confronting Omisore, raising their voices and insulting her. Kenya Airways’ Country Manager, James Nganga, later acknowledged that this behaviour violated airline policies. Despite the airline’s failure to rectify the situation, the NCAA remains committed to holding Kenya Airways accountable for the poor handling of this incident,” the statement said.
Beyond this incident, the NCAA cited other infractions by Kenya Airways, such as flight delays, lack of passenger compensation, and failure to comply with regulatory requirements. The airline also failed to submit a compliance report for a seven-hour delayed flight, claiming ignorance of NCAA regulations.
The aviation regulatory body, however, insisted that enforcement action against Kenya Airways will proceed through due process, with the legal department on notice to ensure compliance insisting that, “the authority’s commitment to safeguarding consumer protection rights in Nigeria remains unwavering, and it will take all necessary steps to address the violations brought to light.”
The NCAA added that it plans to organise a retreat for all airlines operating in Nigeria to review NCAA Regulations 2023, particularly Part 19, which covers passenger rights.
