KENYA AIRWAYS APOLOGIZES TO NCAA FOR MISTREATING NIGERIAN PASSENGER

Kenya Airways has apologized to the Nigerian Civil Aviation Authority (NCAA) for the mistreatment of Nigerian passenger, Gloria Omisore, and for issuing a misleading statement about the incident.

This apology followed a meeting between the airline’s management and NCAA officials in Abuja.

THE INCIDENT AND THE DISPUTE
The dispute began after a viral video captured a heated exchange between Omisore and Kenya Airways staff at JKIA. Omisore was traveling from Manchester to Lagos with a connecting flight to Paris via Nairobi.

Upon arrival in Nairobi, she was denied boarding due to lacking a Schengen visa required for entry into Paris.

Despite calling Kenya Airways in advance to clarify that she was allowed to travel, the airline allowed her to board in Lagos without checking her documentation.

Omisore was frustrated after a 17-hour delay. At some point, she threatened to call a politician to intervebe. But the KQ travel agent dared her to even call President Tinubu of Nigeria. And threatened that Omisore would no longer be allowed to travel with KQ even again.

She requested food, accommodation, and sanitary supplies but was ignored.

KQ initially claimed Omisore rejected an alternative flight to London and later became aggressive, even alleging that she threw used sanitary pads at their staff.

However, the NCAA disputed this claim, stating that Omisore’s frustration was rooted in being denied basic care and forced to endure an extended wait despite the airline’s fault.

The NCAA condemned the airline’s handling of the situation, particularly the unprofessional behavior of the staff involved.

THE OUTCOME
Kenya Airways has since acknowledged its mistake in not properly assessing Omisore’s documentation before her departure from Lagos.

The NCAA’s Director of Consumer Protection, Michael Achimugu, confirmed the apology, noting that KQ admitted fault for allowing Omisore to board in Lagos without the required transit visa for Paris.

Kenya Airways had earlier claimed she refused an alternative flight, but the NCAA clarified that her frustration stemmed from a lack of basic care and a prolonged wait.

The airline has been directed to compensate Omisore for the distress caused.