Consumer Protection: NCAA summons Kenya Airways Manager over alleged mistreatment of passenger in Nairobi

*The Nigerian Civil Aviation Authority summons Kenya Airways’ Acting Station Manager in Lagos over alleged mistreatment of a Nigerian passenger, Ms. Omisore, who had a verbal altercation with Kenya Airways staff at the transfer desk, in Nairobi

Isola Moses | ConsumerConnect

A Nigerian passenger, identified as Ms. Omisore, who had a verbal altercation with Kenya Airways staff at the transfer desk, has arrived in Lagos, Nigeria.

ConsumerConnect reports Ms. Omisore successfully returned to Lagos after she safely boarded a Kenyan Airways flight to the country, following a viral video that captured the incident that has since drawn condemnation, especially in the social media space.

Sequel to the disagreement between her and Kenya Airways, the Nigerian Civil Aviation Authority (NCAA) has summoned Kenya Airways’ Acting Station Manager in the West African country.

In the video Tunde Moshood, Special Adviser to the Honourable Minister for Aviation and Aerospace Development, posted Monday, February 3, 2025, showed Omisore venting her frustration about the mistreatment of herself and other Nigerian passengers by the airline personnel.

Meanwhile, Ms. Omisore was said to have safely boarded a Kenyan Airways flight back to Lagos.

What transpired between Kenya Airways and passenger Omisore?

The altercation reportedly occurred while Omisore was in Nairobi, Kenya, preparing for a connecting flight to another destination.

Moshood, Aviation Minister’s aide stated: “Our attention has been drawn to several cases of inhuman treatments of Nigerian passengers in Nairobi by @KenyaAirways.

“A case of Ms. Omisore G. who flew from Manchester to Lagos, connecting-Man-CDG-NBO-LO only to be denied boarding in Nairobi on the 2nd leg of same ticket.”

Kenya Airways reacts

In its reply to Moshood’s allegations of maltreatment of Nigerian passengers, especially in Nairobi, Kenya Airways via the airline’s X account, said passenger Omisore was denied boarding because it was discovered that she did not have a Schengen visa for France.

The airline noted that a Schengen visa is a requirement to enter any European Union (EU) country.

Kenya Airways also claimed that it offered an alternative route from London to Manchester, which Omisore declined, leading to a verbal altercation in the process.

It further stated: “We strongly condemn such conduct. While we remain committed to delivering exceptional service, we expect all interactions to be based on mutual respect.

“Our employees deserve to work in a safe and dignified environment, and we do not tolerate any abuse from our employees or guests.”

Though the video did not show the full context of the incident, the statement alleged that the Nigerian passenger later engaged in “inappropriate behaviour” by throwing used sanitary pads at the airline’s staff.

Kenya Airways stated further that Omisore requested accommodation after being denied boarding, but noted that the aviation firm does not provide accommodation for stranded passengers in cases of visa-related issues.

The incident has been reported, and is under investigation by the relevant security agencies, the airline said.

Kenya Airways restated: “The incident has been reported and is under investigation by the relevant security agencies.

“We are committed to taking the necessary steps to ensure the well-being and safety of our employees and guests at all times.”

Kenya Airways has ‘history of mistreatment’, avers NCAA

Referencing the airline’s previous alleged mistreatment of Nigerian passengers, the NCAA said Kenya Airways has a history of mistreating Nigerians, including even the aviation regulatory agency’s staff.

Michael Achimugu, Director of Public Affairs at NCAA, said the Acting Station Manager of Kenya Airways, in Lagos, had been invited to a mandatory meeting Tuesday, February 4, to review the incident and address the concerns raised by the authority.

Achimugu also disclosed Kenya Airways would be asked to provide CCTV footage to support its claims that Omisore threw the sanitary pads at its staff in Kenya.

The Director of Public Affairs at NCAA explained: “I have advised the passenger that unruly behaviour is inexcusable at any airport, and she can be blacklisted by the airline, and even pay fines.

“The NCAA does not condone unruly behaviour.”

He equally noted: “There is no basis to have tried to forcefully delete her video.

“You should not have allowed her to board your flight from Nigeria, IF she was not qualified due to visa requirements.

“You issued her boarding passes, and let her leave Lagos. She flew into Nigeria via your airline on the same route.”

Achimugu also stated: “She claims to have called the airline BEFORE paying for the ticket, and she was told that she was qualified since she owns a BRP.

“The statements made by your staff were inappropriate for someone in the industry. ‘Call your president’, insinuates a lot.”

He added: “You will be asked to provide CCTV footage, showing that she threw her used sanitary towels AT your staff rather than place them on the table when asked by your personnel to provide evidence that she was bleeding.”

Though the meeting was initially slated for 1 p.m., Achimugu said Kenya Airways had requested an extension to provide further details on the matter, with the NCAA granting the airline a 24-hour extension.

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