NCAA Moves to Sanction Kenya Airways Over Consumer Protection Violations
…As airline fails to comply with regulatory directives
The Nigeria Civil Aviation Authority (NCAA) has announced its decision to initiate stringent enforcement action against Kenya Airways over multiple violations of consumer protection regulations.
The regulatory body condemned the airline’s handling of passenger Gloria Omisore, as well as other cases involving delayed flights, lack of compensation, and failure to comply with directives.
The controversy stems from an incident involving Nigerian passenger Gloria Omisore, who was subjected to significant distress due to Kenya Airways’ oversight.
The airline has admitted that Omisore should never have been boarded on its Lagos-Nairobi flight, as she lacked a required France transit visa.
Upon arrival in Nairobi, she faced a gruelling 17-hour layover, only to be informed that she would endure an additional 10-hour wait before being flown to the United Kingdom.
The airline’s Country Manager in Nigeria, James Nganga, issued an apology, acknowledging that the situation was mishandled.
However, despite admitting its lapses, the airline has failed to take corrective action in line with NCAA’s directives.
Omisore, who was reportedly bleeding and in urgent need of care, requested support from airline staff during her extended layover.
Rather than providing assistance, Kenya Airways personnel reportedly displayed poor customer service, exacerbating her distress.
Videos of the incident circulated widely, capturing staff raising their voices and hurling insults at the frustrated passenger.
Contrary to misleading reports, Omisore did not refuse the airline’s offer to fly to London.
The NCAA clarified that her frustration stemmed from the airline’s refusal to provide accommodation during the enforced wait.
Kenya Airways’ own Country Manager admitted that staff behaviour in the situation was contrary to airline policy.
The NCAA has dismissed Kenya Airways’ initial public statement on the matter, describing it as an attempt to obscure the facts.
The regulatory body demanded an updated statement reflecting the truth, but the airline has failed to comply.
A blog post by journalist Charles Onyango-Obbo further fuelled controversy by falsely asserting that Omisore had rejected the offer to proceed to London.
The NCAA criticised such reports, pointing out that even basic research would have revealed factual inaccuracies—such as the claim that discussions with the airline took place in Lagos, whereas NCAA headquarters is in Abuja.
The regulatory body’s concerns extend beyond the Omisore case.
On Thursday, Kenya Airways failed to submit a compliance report regarding a separate flight delay of seven hours, for which passengers received no compensation.
When questioned, the airline’s representatives claimed ignorance of NCAA regulations—an excuse the authority deemed unacceptable for an airline operating within Nigeria.
To address widespread regulatory breaches, the NCAA has announced plans to organise a retreat for all airlines operating in Nigeria.
This training will focus on compliance with Part 19 of the NCAA Regulations 2023, which governs consumer protection in the aviation sector.
In light of these repeated infractions, the NCAA has decided to take maximum enforcement action against Kenya Airways.
The agency’s Director of Public Affairs and Consumer Protection, Michael Achimugu, confirmed that the airline will be subjected to due process under Nigerian aviation law.
“The NCAA gave the airline an opportunity to fix what was wrong. The airline has failed to do so,” Achimugu stated. “Our legal department has been put on notice.”
The regulator further expressed dismay over long-standing complaints against the airline, including unresolved refund claims, unaccounted-for lost baggage, and failure to honour passenger rights.
