The Nigerian Civil Aviation Authority (NCAA) has given Kenya Airways 48 hours to issue a public apology for the alleged maltreatment of a Nigerian passenger, Gloria Omisore, in Nairobi.
The NCAA’s Director of Public Affairs & Consumer Protection, Michael Achimugu, disclosed that after summoning the airline, its representatives, including Country Manager James Nganga, Station Manager Eric Mukira, and Duty Manager Ezenwa Ehumadu, admitted fault.
According to Achimugu, the airline’s team acknowledged that their initial statement on the incident did not accurately reflect the facts. The NCAA ruled that Kenya Airways must issue a revised statement detailing the true events, including the airline’s failure to identify a visa issue before Omisore’s departure from Lagos and its inadequate response when she was stranded in Nairobi.
“The statement falsely claimed that Ms. Gloria refused to board her flight to London, omitting that she was made to wait 10 hours without accommodation or care,” Achimugu stated on social media platform X.
The NCAA further directed Kenya Airways to refund and compensate Omisore for the distress and humiliation she suffered. While the airline requested 72 hours to respond, the regulatory body insisted on a 48-hour deadline.
Omisore’s ordeal began when Kenya Airways refused to allow her to continue her journey from Nairobi to Manchester, citing the lack of a Schengen visa. The airline abandoned her in Nairobi despite having permitted her to purchase the ticket and board in Lagos.
A video of the incident showed Omisore in a heated exchange with airline staff, demanding accommodation and basic necessities during the 17-hour layover. Kenya Airways staff, in response, told her she would never be allowed to fly with them again.
Following NCAA intervention, Kenya Airways admitted to mishandling the situation but also alleged that Omisore displayed inappropriate behavior. The airline claimed she threw used sanitary pads at its employees in frustration, a claim Omisore has not publicly addressed.
The NCAA has reiterated its commitment to protecting Nigerian travelers and ensuring airlines uphold passenger rights.
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