NCAA’s Decision: Kenya Airways’ Claims Against Nigerian Passenger

NCAA’s Ruling on Kenya Airways and Nigerian Passenger Case

The Nigeria Civil Aviation Authority (NCAA) has initiated strict enforcement actions against Kenya Airways due to multiple consumer protection violations, particularly concerning the mistreatment of Nigerian passenger Gloria Omisore. The airline failed to comply with NCAA’s directives to issue a formal apology, refund, and compensation to Omisore within a 48-hour deadline. Even after requesting a one-hour extension, Kenya Airways did not meet the requirements.

The incident began when Omisore was allowed to board a flight from Lagos without the necessary France transit visa, leading to a 17-hour layover in Nairobi. She was then informed of an additional 10-hour wait to continue her journey to the UK. During this time, Omisore, who was experiencing a medical condition, requested assistance but was reportedly met with poor treatment by airline staff. Video evidence showed staff responding to her unprofessionally, which the airline later acknowledged violated their policies.

In addition to this incident, Kenya Airways failed to submit a compliance report for a scheduled flight that was delayed for seven hours without compensating passengers. When confronted, the airline’s representatives claimed ignorance of NCAA regulations. This prompted the NCAA to plan a regulatory retreat for all airlines operating in Nigeria to reinforce adherence to consumer protection laws.

Given these infractions, the NCAA is proceeding with maximum enforcement action against Kenya Airways, with its legal department overseeing the process to ensure due diligence.