Kenya Airways apologizes to passenger after NCAA meeting

Kenya Airways apologizes to passenger after NCAA meeting

Kenya Airways has issued an apology to the Nigerian Civil Aviation Authority (NCAA) regarding the mistreatment of Nigerian passenger Gloria Omisore and the misleading statement it previously released about the incident.

This apology came after a meeting between the airline’s management and NCAA officials in Abuja on Tuesday. Michael Achimugu, the NCAA’s Director of Consumer Protection and Public Affairs, shared the news on his official X account.

In his post, Achimugu mentioned that Kenya Airways acknowledged the confusion in their earlier statement and admitted that it was their fault for not identifying the issue before allowing Omisore to board the flight from Lagos. Despite claims about a phone call, the airline recognized the mistake.

Achimugu emphasized that his responsibility is to protect aviation stakeholders, including passengers and airlines, while ensuring that regulations set by the Civil Aviation Authority are upheld. He insisted that Kenya Airways publicly apologize both to Omisore and the NCAA. The airline later released an updated statement clarifying the actual events in Nairobi.

READ ALSO: NCAA probes Kenya Airways over ‘maltreatment’ of Nigerian passenger

Present at the meeting were Kenya Airways’ Country Manager James Nganga, Station Manager Eric Mukira, and Duty Manager Ezenwa Ehumadu.

According to the NCAA, Omisore had contacted the airline before her trip to confirm whether she was eligible to fly the Manchester-Paris-Nairobi-Lagos route inbound, and Lagos-Nairobi-Paris-Manchester outbound. She had informed the airline that she was Nigerian with a British residence permit but no Schengen visa. The airline assured her she was eligible to fly, so she purchased the ticket and traveled without any issues from Paris and Nairobi to Nigeria.

However, on her return journey, Kenya Airways allowed her to board the flight from Lagos, overlooking the requirement for a transit visa for the Paris leg. The mistake was discovered only in Nairobi.

To address the situation, Kenya Airways offered her a direct flight to London at no extra cost, but this involved an additional 10-hour wait following a 17-hour layover. Exhausted and unwell, Omisore requested accommodation and assistance, citing the airline’s mistake. When this request was denied, an argument occurred between her and airline staff.

The NCAA also criticized the behavior of Kenya Airways staff during the incident, including disparaging remarks about the Nigerian government and insinuations that nothing would be done about how Nigerians were treated. Achimugu clarified that Omisore did not refuse to board the alternative flight as the airline had claimed. Instead, her frustration stemmed from the airline’s refusal to provide basic care and the extended wait, despite acknowledging the fault.

Kenya Airways has been instructed to refund and compensate Omisore for the “avoidable humiliation and distress” she suffered, which also impacted her job security.

Although the airline initially requested 72 hours to respond, the NCAA granted only 48 hours, stating that “Truth should not be that hard to publish, considering how swiftly the misleading statement was released.”

Further updates will follow once the airline complies with the NCAA’s directive.

Earlier reports covered the dispute between Kenya Airways and the NCAA regarding Omisore’s mistreatment while traveling from Lagos to Manchester. A viral video captured a heated exchange between her and airline staff at the Nairobi transfer desk. The airline had claimed that Omisore became unruly after being denied boarding over visa issues and allegedly threw used sanitary pads at staff, an accusation she has not publicly addressed. Kenya Airways had also stated that it does not provide accommodation for passengers denied boarding over visa problems, maintaining that it is the passenger’s responsibility to ensure proper documentation.

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