The Nigeria Civil Aviation Authority (NCAA) has announced plans to take “maximum enforcement action” against Kenya Airways over multiple violations of consumer protection laws. Michael Achimugu, NCAA’s director of public affairs and consumer protection, disclosed this in a statement on Saturday, February 8.
Achimugu criticised Kenya Airways for failing to comply with aviation regulations, particularly in passenger care and compensation policies. Despite multiple opportunities to address the issues, the airline has allegedly refused to take corrective action.
The decision comes after an incident involving Nigerian passenger Gloria Omisore, which highlighted Kenya Airways’ alleged mistreatment of passengers. A video shared by Tunde Moshood, special adviser to the Minister of Aviation, showed Omisore in a verbal dispute with Kenya Airways staff at a transfer desk. She accused the airline of mistreating Nigerians, while Kenya Airways claimed she was denied boarding for lacking a Schengen visa for France, which is required for entry into any European Union country.
Kenya Airways stated that it had offered Omisore an alternative route from London to Manchester, which she declined, and further alleged that she threw used pads at staff during the altercation in Nairobi. However, the NCAA faulted the airline for allowing her to board in the first place without a Schengen visa and criticised the conduct of its staff.
Following a meeting on February 4 with Kenya Airways officials—including the airline’s country manager, station manager, and duty manager—the NCAA demanded a public apology and compensation for Omisore. The agency also requested an updated official statement reflecting the true events. Kenya Airways was given 48 hours to comply but failed to meet the deadline, even after requesting a one-hour extension.
Achimugu also highlighted other violations by Kenya Airways, such as a seven-hour flight delay without compensation. He questioned the airline’s operations in Nigeria, stating, “How can you operate in a foreign country with no recourse to the relevant regulations?”
In response, the NCAA plans to hold a mandatory retreat for all airlines operating in Nigeria to ensure compliance with its 2023 consumer protection regulations. Achimugu noted ongoing issues with Kenya Airways, including unpaid refunds, unaddressed lost baggage claims, and failure to honour commitments.
The NCAA’s legal department has been notified, and the agency has vowed to take “stiff enforcement action” against Kenya Airways through due process.
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