The Nigeria Civil Aviation Authority (NCAA) has announced plans to take enforcement action against Kenya Airways for multiple violations of aviation regulations, including the airline’s failure to properly address the maltreatment of a Nigerian passenger, Gloria Omisore, in Nairobi.
The regulatory body has vowed to impose stiff penalties on the airline, citing its poor handling of customer complaints, failure to comply with regulations, and disregard for passenger rights.
The controversy stems from an incident where Omisore, who lacked a France transit visa, was mistakenly allowed to board a Kenya Airways flight from Lagos to Nairobi.
Upon arrival, she endured a 17-hour layover before being told she would have to wait another 10 hours before continuing to the UK. She reportedly requested assistance due to a medical condition but was denied proper care by airline staff.
Following public outcry, Kenya Airways admitted to mishandling the situation but failed to issue an apology.
James Nganga, the airline’s Country Manager, confirmed during a meeting with the NCAA that the airline had erred in its treatment of Omisore.
The NCAA criticized Kenya Airways’ initial statement, which it described as false and misleading.
The airline later agreed to correct its statement to reflect the true events but has yet to do so.
According to NCAA spokesperson Michael Achimugu, video footage from the incident showed Kenya Airways staff verbally confronting Omisore, raising their voices, and insulting her, contradicting the airline’s public claims.
“The airline’s statement does not align with the facts, and despite its promise to amend it, no corrections have been made,” Achimugu stated.
Beyond Omisore’s case, the NCAA flagged additional violations by Kenya Airways, including:
Delayed flights without proper notification
Failure to compensate passengers for lost baggage
Non-compliance with reporting requirements for flight delays
One particular instance involved a flight delay of seven hours, for which the airline refused to submit a compliance report, claiming ignorance of NCAA regulations. The NCAA has since sent the airline a copy of the relevant guidelines.
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NCAA to Enforce Sanctions, Organize Airline Compliance Retreat
The NCAA has emphasized that legal action will proceed against Kenya Airways to ensure full compliance with Nigerian aviation laws.
It also announced plans to host a compliance retreat for all airlines operating in Nigeria, focusing on the NCAA Regulations 2023, Part 19, which outlines passenger rights and airline obligations.
“The NCAA remains committed to protecting consumer rights in Nigeria’s aviation sector. This case will be pursued to its legal conclusion, ensuring Kenya Airways is held accountable,” Achimugu affirmed.
Meanwhile, Kenya Airways has no official spokesperson or media office in Nigeria, and the airline has yet to respond to inquiries regarding the issue.