Passenger Maltreatment: NCAA Gives Kenya Airways 48 Hours to Apologise

Kehinde Fajobi

The Nigerian Civil Aviation Authority (NCAA) has given Kenya Airways 48 hours to issue a public apology over the alleged mistreatment of Nigerian passenger Gloria Omisore in Nairobi.

Michael Achimugu, NCAA’s Director of Public Affairs & Consumer Protection, disclosed on Tuesday that the airline admitted fault after being summoned over the incident.

The airline’s team, including Country Manager James Nganga, Station Manager Eric Mukira, and Duty Manager Ezenwa Ehumadu, also acknowledged that their initial statement on the matter did not reflect the true events.

In a post on X, Achimugu stated, “The NCAA Consumer Protection Department thereby determined as follows: That Kenya Airways renders a public apology to the passenger and the NCAA.

“That the airline issues an updated official statement that reflects the true events that happened in Nairobi.

“Ms Gloria did not refuse to fly to London as claimed in that statement. The airline failed to admit that they permitted the passenger to purchase that ticket and that they failed to spot the problem from Lagos.

“The statement also fails to inform the general public that the lady only became angry when she was asked to wait another 10 hours without accommodation and care.

“The Authority finds this very confusing and unacceptable. The airline will refund and compensate the passenger for the avoidable humiliation she has suffered and the threats to her job.

“Kenya Airways has asked for 72 hours to revert, but the authority has given the airline 48 hours. Truth should not be that hard to publish, given how hastily the misleading statement was put out there.”

The controversy began when Omisore, who was travelling from Lagos to Manchester via Nairobi and Paris, was allegedly stranded in Nairobi after Kenya Airways claimed she lacked a Schengen visa for transit through Paris.

A viral video of the incident showed Omisore in a heated exchange with airline staff, complaining about the inhumane treatment she received during her 17-hour layover.

“You will provide a sanitary towel. I am speaking to the Minister of Finance of Nigeria. I want a hotel, I need a sanitary towel. You will give me food tonight. Very wicked set of people. 17-hour layover. I have blood clot issues,” she said in the footage.

A Kenya Airways employee was then heard responding, “You can never enter our aircraft again. What kind of mannerism is this? Call your president. We will give you nothing.”

Following NCAA’s intervention, the airline maintained that Omisore resorted to inappropriate behaviour.

“The guest was travelling from Lagos to Paris and Manchester. On arrival in Nairobi for her connecting flight (Nairobi-Paris), it was discovered that she did not have a Schengen visa, which is a requirement for her to enter any European Union country,” Kenya Airways said in a statement.

“She was offered an alternative to travel through London and onward to Manchester, which she refused.

“In a distressing turn of events, the guest resorted to inappropriate behaviour by removing and throwing three used sanitary pads at our employees.”

With NCAA’s ultimatum in place, Kenya Airways now faces pressure to issue an apology and correct its statement.

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