The Nigeria Civil Aviation Authority (NCAA) has announced plans to take strict enforcement action against Kenya Airways over multiple consumer protection violations, including its handling of a passenger, Gloria Omisore.
NCAA Director of Public Affairs and Consumer Protection, Michael Achimugu, who stated this on his X handle, cited several reasons for the sanction,
He stated that the authority had directed Kenya Airways to update its initial statement to reflect the facts of the case, however, the airline failed to comply. Instead, its original statement, which the NCAA described as misleading, remains unchanged.
He mentioned that the Kenya Airways’ Country Manager in Nigeria, James Nganga, during a meeting with NCAA had apologized for the airline’s treatment of Omisore, where they admitted that she should never have been allowed to board a flight from Lagos without the required France transit visa and as a result, she was stranded in Nairobi for 17 hours before being informed of an additional 10-hour wait to travel to the United Kingdom.
“Omisore, who was bleeding at the time, requested care during the wait but was reportedly met with poor handling by airline staff. The NCAA emphasized that Omisore was neither unruly nor rude during her journey from Lagos to Nairobi, insisting that the airline’s official statement on the matter was misleading,” he said.
Achimugu pointed out that the controversy was further fueled by a blog post from journalist Charles Onyango-Obbo, who falsely claimed that Omisore had refused the airline’s offer to fly her to London.
The NCAA highlighted that Nganga admitted that the passenger’s frustration stemmed from the lack of accommodation during the prolonged wait. Additionally, video evidence showed Kenya Airways staff responding to Omisore in an unprofessional manner, which the airline has acknowledged was against its policies.
Beyond this incident, the NCAA also cited Kenya Airways for failing to submit a compliance report regarding a seven-hour flight delay with no compensation for passengers.
The airline’s representatives reportedly claimed ignorance of NCAA regulations, prompting the authority to schedule a regulatory retreat for all airlines operating in Nigeria.
The NCAA, however, expressed disappointment over Kenya Airways’ continued non-compliance, citing unresolved cases of unpaid refunds, lost baggage claims, and unfulfilled commitments to passengers.
Consequently, the regulatory body has instructed its legal department to commence enforcement actions against the airline, ensuring due process is followed.
(The Guardian)
