Nigerian Passenger Rights: NCAA’s Stand Against Kenyan Airways

NCAA’s Michael Achimugu Advocates for Nigerian Travelers

The Nigerian Civil Aviation Authority (NCAA) has summoned Kenya Airways to its headquarters in Abuja following a viral video depicting a dispute between a Nigerian passenger, Gloria Omisore, and the airline’s staff at Nairobi’s Jomo Kenyatta International Airport. In the video, Omisore expressed frustration over a 17-hour layover and inadequate assistance from the airline. The confrontation escalated, with a staff member telling her, “You can never enter our aircraft again. Call your president. We will give you nothing.”

In response, Michael Achimugu, NCAA’s Director of Public Affairs and Consumer Protection, criticized the unprofessional conduct of the Kenya Airways staff and emphasized the airline’s responsibility in the matter. He stated, “There is no excuse for unruly passenger behavior. The airline staff are unprofessional. The airline must bear responsibility for what has happened to this passenger.” Achimugu also highlighted a history of mistreatment of Nigerian passengers by Kenya Airways, including incidents involving NCAA staff.

Kenya Airways responded by explaining that Omisore was denied boarding on her connecting flight to Paris due to the absence of a Schengen visa, a requirement for entry into European Union countries. The airline claimed to have offered an alternative route through London to Manchester, which Omisore allegedly refused. They also accused her of inappropriate behavior, including throwing used sanitary products at their staff.

Achimugu countered these claims, questioning why the airline allowed Omisore to board in Lagos without ensuring she had the necessary documentation. He also condemned the staff’s attempt to delete her video of the incident and described their remarks as inappropriate. The NCAA has requested CCTV footage to verify the airline’s allegations against Omisore.

The NCAA has invoked Part 19 of its 2023 Regulations, which pertains to consumer protection, and has scheduled a meeting with Kenya Airways to address the incident. Achimugu emphasized the authority’s commitment to safeguarding the rights of all stakeholders and warned that there would be consequences if Omisore was not promptly transported to her final destination.