The Nigerian Civil Aviation Authority (NCAA) and Kenya Airways have clashed over the alleged mistreatment of a Nigerian passenger, Omisore, by the airline’s staff.
Following the controversy, Kenya Airways met with NCAA officials to address concerns, offering an apology and agreeing to compensate the passenger for the distress caused.
The incident, which took place at the Nairobi transfer desk, gained widespread attention after a viral video showed Omisore in a heated exchange with airline officials.
According to NCAA spokesperson Achimugu, Omisore was left exhausted and unwell after the airline’s error disrupted her journey.
Despite her request for accommodation and basic care, she was denied assistance, leading to an argument with the airline’s staff.
NCAA strongly condemned Kenya Airways’ handling of the situation, particularly criticising the airline’s personnel for making disparaging remarks about the Nigerian government.
“I expressed deep disappointment over the unruly behaviour of the airline’s staff, particularly the insinuation that nothing would be done regardless of how Nigerians were treated,” Achimugu stated.
Kenya Airways had initially claimed that Omisore was denied boarding due to visa issues and accused her of misconduct, including throwing used sanitary pads at staff.
However, NCAA refuted the airline’s account, clarifying that Omisore did not refuse an alternative flight but was frustrated by the prolonged wait and lack of care, despite the airline admitting fault.
The aviation regulator has now directed Kenya Airways to refund Omisore’s ticket and compensate her for the “avoidable humiliation and distress” she endured, which also threatened her job security.
Although the airline initially requested 72 hours to respond, NCAA granted only 48 hours, stating, “Truth should not be that hard to publish, considering how swiftly the misleading statement was released.”
In a related development, the Nigeria Safety Investigation Bureau (NSIB) has instructed NCAA to inspect all Allied Air aircraft, further intensifying regulatory scrutiny within the aviation sector.
Further updates are expected once Kenya Airways complies with NCAA’s directive.