Grace Tar
Kenya Airways has formally apologized to the Nigerian Civil Aviation Authority (NCAA) over the mistreatment of a Nigerian passenger, Gloria Omisore, as well as for an earlier misleading statement regarding the incident.
The apology followed a meeting between Kenya Airways’ management and NCAA officials in Abuja. Michael Achimugu, NCAA’s Director of Consumer Protection and Public Affairs, disclosed the development in a statement on his official X handle.
Achimugu noted that the airline admitted fault, particularly for failing to identify the issue before airlifting the passenger from Lagos. The airline also acknowledged the misrepresentation of facts in its initial statement.
He emphasized the NCAA’s commitment to protecting all aviation stakeholders, including passengers and airlines, while ensuring compliance with regulatory standards.
As part of its corrective measures, Kenya Airways has been instructed to issue a public apology to both Omisore and the NCAA. The airline has since released an updated statement detailing the actual sequence of events.
During the meeting, Kenya Airways was represented by its Country Manager, James Nganga, along with Station Manager Eric Mukira and Duty Manager Ezenwa Ehumadu.
According to NCAA’s findings, Omisore had contacted the airline before her trip to confirm her eligibility to fly the Manchester-Paris-Nairobi-Lagos route and its return leg. Despite informing Kenya Airways of her Nigerian nationality, British residence permit, and lack of a Schengen visa, she was assured of her travel eligibility.
Relying on this information, she successfully traveled to Nigeria via Paris and Nairobi. However, on her return journey, the airline mistakenly allowed her to board from Lagos, failing to recognize the transit visa requirement for Paris. This error was only detected when she reached Nairobi.
To address the situation, Kenya Airways offered her a direct flight to London at no extra cost but required her to endure an additional 10-hour wait after an exhausting 17-hour layover. Feeling unwell and frustrated, Omisore requested accommodation and assistance, citing the airline’s oversight. Her request was denied, leading to a confrontation with the airline staff.
The NCAA condemned the conduct of Kenya Airways personnel during the incident, particularly their dismissive attitude toward the Nigerian government. “I expressed deep disappointment over the derogatory remarks made by airline staff, implying that Nigeria lacks the authority to take action regardless of how its citizens are treated,” Achimugu stated.
He further clarified that Omisore did not refuse to board the alternative flight, as alleged by the airline in its earlier statement. Instead, her frustration stemmed from the denial of basic care and the prolonged wait imposed despite the airline’s acknowledged error.
In response to the ordeal, the NCAA has directed Kenya Airways to refund and compensate Omisore for the unnecessary distress and humiliation she endured, which also put her job security at risk.
While the airline initially requested 72 hours to respond, the NCAA allowed only 48 hours, asserting that transparency should not be delayed, especially given how quickly the misleading statement was issued. Further updates will be provided following the airline’s compliance with these directives.
The dispute between NCAA and Kenya Airways gained public attention after a viral video surfaced, capturing a heated exchange between Omisore and airline officials at the Nairobi transfer desk. The airline initially claimed that Omisore had acted aggressively after being denied boarding due to visa issues, even alleging that she threw a used sanitary pad at staff—an accusation she has not publicly addressed.
Kenya Airways maintains that it does not provide accommodation for passengers denied boarding due to visa-related issues, emphasizing that travelers are responsible for ensuring proper documentation before departure.
