By Ayomide Otitoju
The Nigerian Civil Aviation Authority (NCAA) has initiated strict enforcement measures against Kenya Airways over multiple consumer protection violations, including failure to compensate and apologize to a Nigerian passenger, Gloria Omisore, within the stipulated 48-hour deadline.
The NCAA disclosed the development on Saturday through its Director of Public Affairs & Consumer Protection, Michael Achimugu, in a post on X (formerly Twitter). According to Achimugu, Kenya Airways requested a one-hour extension beyond the deadline but still failed to comply with the agency’s directives.
Additionally, the airline reportedly neglected to submit a compliance report regarding a seven-hour flight delay, during which passengers were not offered compensation. When confronted over the issue, Kenya Airways’ representatives allegedly claimed ignorance of NCAA regulations.
Expressing concern over the airline’s conduct, Achimugu announced that the NCAA is organizing a retreat for all airlines operating in Nigeria to familiarize themselves with Part 19 of the NCAA Regulations 2023.
Regarding the Omisore case, the NCAA revealed that Kenya Airways admitted to wrongly boarding the Nigerian passenger from Lagos without verifying her France transit visa status. As a result, Omisore was stranded in Nairobi for 17 hours before being informed that she would have to endure an additional 10-hour wait to be flown to the UK.
Despite Omisore’s request for assistance due to health concerns, airline staff allegedly mishandled the situation. The NCAA rejected Kenya Airways’ initial public statement, deeming it misleading and not reflective of the facts. The agency instructed the airline to issue a revised statement, but no compliance was recorded.
“The NCAA gave the airline an opportunity to fix what was wrong, but they failed to do so. Yesterday, the airline requested an additional hour to comply but still did not meet the determination of the NCAA,” Achimugu stated.
He further confirmed that the NCAA has put its legal department on notice and will proceed with due process to enforce penalties against Kenya Airways.
The controversy began when a video posted by Tunde Moshood, Special Adviser to the Minister of Aviation, Festus Keyamo, surfaced online, showing Omisore voicing her frustration over her mistreatment. The incident has sparked public outrage, with many calling for stricter enforcement of passenger rights.
