The Nigerian Civil Aviation Authority (NCAA) has announced that it is taking strict enforcement measures against Kenya Airways following several violations of consumer protection regulations.
One of the key infractions involves the airline’s failure to issue an official apology, provide a refund, and offer compensation to Nigerian traveler Gloria Omisore within the required 48-hour timeframe. While Kenya Airways requested an additional hour to comply, it ultimately failed to meet the NCAA’s directive.
Michael Achimugu, NCAA’s Director of Public Affairs & Consumer Protection, shared these details in a post on X on Saturday. He also highlighted that on Thursday, Kenya Airways had not submitted a required compliance report after a seven-hour delay on one of its flights, during which passengers received no compensation.
Furthermore, Achimugu revealed that when NCAA reached out to the airline for clarification, Kenya Airways’ representatives claimed to be unaware of NCAA Regulations. This raised concerns about how the airline could operate in Nigeria without understanding the necessary legal framework.
In response, Achimugu announced that the NCAA will organize a retreat for all airlines operating in Nigeria to ensure they are well-versed in Part 19 of the NCAA Regulations 2023.
Regarding Omisore’s case, Achimugu confirmed that the airline’s Country Manager in Nigeria had issued an apology. He acknowledged that Kenya Airways should not have allowed Omisore to board the flight from Lagos, as she lacked the necessary France transit visa. The airline proceeded to fly her to Nairobi, where she faced a 17-hour layover before being informed that she would need to endure another 10-hour wait before she could reach the UK.
During this time, Omisore requested assistance, as she was bleeding and needed to bathe. However, Achimugu emphasized that the airline’s response to her request was a clear example of poor customer service. He clarified that Omisore was not disruptive or rude on her flight from Lagos to Nairobi.
The NCAA rejected Kenya Airways’ initial public statement, which it deemed misleading, and insisted that the airline revise its statement to reflect the true sequence of events. Despite being given the opportunity to amend its response, Kenya Airways did not comply, continuing to circulate the inaccurate version of the statement.
Achimugu reiterated that the NCAA is now pursuing severe enforcement action against Kenya Airways, in line with due process. He has alerted the legal department to handle the matter.
On Tuesday, the NCAA had given Kenya Airways 48 hours to apologize to Omisore for the mistreatment she endured during her journey from Nigeria to Manchester, via Nairobi and Paris. The incident had earlier sparked public outrage after an altercation between the Kenyan Airways staff and Omisore, which was captured in a video shared by Tunde Moshood, the Special Adviser to the Minister of Aviation, Festus Keyamo. The video showed Omisore expressing her frustration over the airline’s mistreatment of her and other Nigerian passengers.
