NCAA to Penalize Kenya Airways Over Passenger Mistreatment, Regulatory Violations

The Nigeria Civil Aviation Authority (NCAA) has announced plans to take strict action against Kenya Airways for repeated violations of aviation regulations, particularly in the mistreatment of a Nigerian passenger, Gloria Omisore.

The controversy stems from an incident in which Omisore was mistakenly boarded in Lagos without a France transit visa, leading to a 17-hour layover in Nairobi and an additional 10-hour wait for her flight to the UK. Despite her medical condition, she reportedly received poor treatment from airline staff, who were caught on video verbally confronting and insulting her.

NCAA spokesperson Michael Achimugu, in a statement on Saturday, disclosed that Kenya Airways’ Country Manager, James Nganga, admitted to NCAA officials that the airline mishandled the situation. However, despite acknowledging its failure, the airline has refused to issue an official apology or correct misleading public statements about the incident.

The NCAA criticized Kenya Airways for allowing false reports to circulate, including claims that Omisore had refused an alternative flight to London. The agency also cited broader concerns with the airline, such as frequent flight delays, failure to compensate passengers, and non-compliance with regulatory requirements.

As part of its enforcement measures, the NCAA’s legal department is preparing to ensure Kenya Airways faces appropriate penalties. The agency reaffirmed its commitment to protecting consumer rights and announced plans to organize a retreat for all airlines operating in Nigeria to review the 2023 NCAA regulations, particularly Part 19, which outlines passenger rights.

With growing scrutiny over airline accountability, the NCAA insists it will take all necessary steps to ensure compliance and prevent further violations.