Kenya Airways Issues Public Apology to NCAA Over Mistreatment of Nigerian Passenger
Kenya Airways has formally apologized to the Nigerian Civil Aviation Authority (NCAA) for the mistreatment of Nigerian passenger Gloria Omisore and for issuing a misleading statement regarding the incident. The airline's apology followed a meeting between its management and NCAA officials in Abuja on Tuesday.
The NCAA’s Director of Consumer Protection and Public Affairs, Michael Achimugu, shared the update via his official X (formerly Twitter) handle, confirming that the airline admitted fault for its mishandling of the situation. Kenya Airways acknowledged its failure to properly address the issue before Omisore boarded her flight from Lagos. The airline also retracted its previous misleading statement on the matter.
Achimugu emphasized his commitment to protecting the rights of both passengers and airlines while enforcing aviation regulations. He insisted that Kenya Airways issue a public apology to Omisore and the NCAA, which the airline promptly did, clarifying the facts surrounding the ordeal.
How the Incident Unfolded
Omisore had contacted Kenya Airways before booking her ticket to confirm her eligibility for the Manchester-Paris-Nairobi-Lagos route. She informed the airline that she was a Nigerian citizen with a British residence permit but without a Schengen visa. Kenya Airways assured her that she could travel without issues. Based on this confirmation, she purchased her ticket and traveled to Nigeria without incident.
However, on her return journey, Kenya Airways failed to recognize that she required a transit visa for the Paris leg of her trip. This oversight only came to light when she arrived in Nairobi, leaving her stranded. As a resolution, the airline offered her a direct flight to London at no extra cost, but this came with an additional 10-hour wait, following an already exhausting 17-hour layover.
Denial of Basic Care and Staff Misconduct
Fatigued and feeling unwell, Omisore requested accommodation and assistance, given that the error was the airline’s fault. However, her request was denied, sparking a confrontation with airline staff. Achimugu expressed disappointment over the poor conduct of Kenya Airways personnel, particularly their disparaging remarks about Nigeria and suggestions that no action would be taken against them.
Contrary to the airline’s initial statement, Achimugu clarified that Omisore did not refuse to board the alternative flight. Instead, her frustration stemmed from the denial of basic care and the prolonged ordeal, despite the airline admitting its mistake.
Compensation Ordered by NCAA
The NCAA has directed Kenya Airways to compensate Omisore for the avoidable humiliation and distress she suffered, which also jeopardized her job security. Initially, Kenya Airways requested 72 hours to respond, but the NCAA insisted on a 48-hour deadline, stating that the truth should not be delayed, especially after the airline had quickly released a misleading statement earlier.
Further updates will follow once Kenya Airways complies with the NCAA’s directive.
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