By Ayomide Otitoju
The Nigerian Civil Aviation Authority (NCAA) has issued a formal sanction notice to Kenya Airways over multiple consumer protection infractions involving one Gloria Omisore and two other passengers.
In a statement signed by the Director of Public Affairs and Consumer Protection, Michael Achimugu, the NCAA said the airline was found liable for violations including failure to provide adequate care, lack of full disclosure on terms of carriage, failure to respond to regulatory directives, refusal to process refunds and compensation, and mishandling of passenger baggage.
According to the NCAA, Kenya Airways has been fined in accordance with the 2023 NCAA Regulations and given a seven-day ultimatum to pay refunds and compensation amounting to 1,000 Special Drawing Rights (SDR) to each of the affected passengers.
“The letter of sanction outlines these breaches, and the airline has been warned that further non-compliance will result in stiffer penalties,” Achimugu stated.
The regulatory authority had previously, in February, announced the commencement of a full enforcement action against the airline following its failure to meet key consumer obligations. Central to the case is the experience of Nigerian passenger Gloria Omisore, who was neither refunded nor compensated within the 48-hour window stipulated by the Authority after a disrupted flight experience.
Kenya Airways, NCAA said, had requested a one-hour extension beyond the initial deadline but still failed to comply with the directive. The airline was also faulted for not submitting a compliance report after a flight was delayed for over seven hours without compensation to affected passengers.
The NCAA further alleged that the airline neglected to verify transit visa requirements for Omisore, resulting in a 17-hour layover in Nairobi, followed by an additional 10-hour delay before she could proceed to the United Kingdom. Despite her request for care — citing medical discomfort — the airline reportedly offered inadequate support.
“She was not unruly or confrontational at any point during the trip,” the statement clarified. “The poor treatment she received was a result of substandard passenger handling.”
The NCAA also accused the airline of publishing a misleading statement and refusing to amend it despite being presented with verified facts. “We gave them the chance to correct the record. They refused. Instead, their misleading narrative has been left uncorrected,” Achimugu said.
The aviation regulator warned that continued disregard for its directives would not be tolerated, reinforcing its commitment to protecting Nigerian air travellers’ rights.
