The Nigerian Civil Aviation Authority (NCAA) said it has initiated maximum enforcement action against Kenya Airways for multiple consumer protection violations. This response stems from the mistreatment of a Nigerian passenger, Gloria Omisore, and the airline’s refusal to comply with the NCAA’s directives despite requesting a one-hour extension after the deadline elapsed. The NCAA had directed the Airline to issue a formal apology, and process refund, and compensation to Gloria Omisore within 48 hours.
Kenya Airways’ Compliance Failures
In a statement posted on X (formerly Twitter) on Saturday, NCAA’s Director of Public Affairs & Consumer Protection, Michael Achimugu, revealed that the airline failed to submit a compliance report for a scheduled flight that was delayed for seven hours with no compensation to passengers for the delay.
Shockingly when confronted with its disregard for the rules, the airline’s team reportedly claimed ignorance of NCAA regulations. The director questioned how a company operating in a Foreign country could do so without adhering to its aviation laws.
Regulatory Action and Airline Apology
The NCAA is organizing a retreat for all airlines operating in Nigeria to reinforce adherence to Part 19 of the NCAA Regulations 2023 and prevent non-compliance.
Kenya Airways’ Country Manager in Nigeria has since apologized for the Omisore incident, admitting that the airline should never have allowed her to board from Lagos without a France transit visa. The oversight led to a 17-hour layover in Nairobi, followed by an additional 10-hour wait before she could continue to the UK.
Mistreatment of Gloria Omisore
During the prolonged layover, Omisore requested assistance, explaining she was bleeding and needed to bathe. However, the airline’s response was marked by poor passenger handling. NCAA officials clarified that Omisore was neither unruly nor rude at any stage of her journey, refuting Kenya Airways’ earlier misleading statement.
“The airline was given a chance to correct its false narrative but failed to do so,” Achimugu stated. “Instead, their misleading statement has been left to spread unchecked.”
Enforcement Action Underway
With Kenya Airways failing to comply, the NCAA has now initiated strict enforcement action against the airline. Achimugu confirmed that the legal department has been put on notice to ensure due process is followed.
The case gained public attention after a viral video posted by Tunde Moshood, Special Adviser to Nigeria’s Minister of Aviation, Festus Keyamo, showed Omisore voicing her frustration over the airline’s treatment of Nigerian passengers. The incident has sparked widespread condemnation, adding to growing concerns about passenger rights and airline accountability in Nigeria.
Bottom Line
The NCAA’s decisive action against Kenya Airways accentuates the agency’s commitment to protecting consumer rights and enforcing aviation regulations within its jurisdiction. It also signals a warning to all airlines operating in the country: non-compliance with aviation regulations will not be tolerated.
