The Nigerian Civil Aviation Authority (NCAA) has issued a formal sanction letter to Kenya Airways over multiple consumer protection violations involving three passengers, including Gloria Omisore.
Michael Achimugu, NCAA’s Director of Public Affairs and Consumer Protection, disclosed the development, late night on Wednesday, May 7, via his official X account.
“According to the NCAA, the sanctions stem from the airline’s failure to uphold several key obligations, including the NCAA has sent a letter of sanction to the operator, Kenya Airways, over the cases of Gloria Omisore and two other passengers,” Achimugu stated.
He explained that the violations included “consumer protection-related infractions including right to care, failure to provide full disclosure of terms of carriage, failure to respond to the Authority’s request, failure to process refund and compensation, and lost baggage.”
The sanction letter reportedly includes financial penalties and demands specific corrective measures.
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“In addition to the fine in line with the NCAA Regulations 2023, the airline has seven days to pay the refunds and compensation of 1000 special drawing rights to the affected passengers,” the statement said.
The agency warned that “failure to comply with the letter will attract stiffer penalties for the airline.”
This disciplinary move follows a February 2025 incident involving Omisore, who was flown from Lagos to Nairobi without the necessary French transit visa for her onward journey to Manchester. She was left stranded in Nairobi for 17 hours, followed by another 10-hour delay.
Despite suffering from a medical condition, Omisore allegedly received inadequate care during the layover. The NCAA also faulted Kenya Airways’ statement on the matter, which it described as misleading.
Achimugu said the airline was directed to revise its public account of the incident to reflect the true facts, but “there has been no compliance.”