Nigerian Aviation Authority sanctions Kenya Airways

The Nigeria Civil Aviation Authority (NCAA) has imposed sanctions on Kenya Airways following a series of consumer protection-related infractions.

The penalties stem from cases involving passengers Gloria Omisore and two others, who experienced issues with the airline, including lost baggage, failure to provide full disclosure of terms of carriage, and inadequate care.

On February 4, Diaspora Digital Media reported that NCAA condemned the behaviour of Kenya Airways staff member who insulted the office of the President of Nigeria, Bola Tinubu, following a viral incident involving a Nigerian passenger, Gloria Omisore, during which the staff told her, “Call your president” while dismissing her complaints.

Michael Achimugu, Director for Consumer Protection and Public Affairs at NCAA, had voiced his dissatisfaction, questioning whether this manner of handling customer complaints was standard protocol for the airline.

“Call your president,” he said, expressing his disappointment over the incident.

He sought clarity on whether such behaviour was representative of Kenya Airways’ approach to addressing customer concerns.

During a meeting with Kenya Airways officials, including Country Manager James Nganga, Station Manager Eric Mukira, and Duty Manager Ezenwa Ehumadu, Achimugu stated that the airline’s response was far from professional.

He highlighted that the passenger, who had been misinformed by the airline regarding her visa requirements, was unjustly treated and denied care when she requested accommodation after being left stranded.

The agency thereafter ordered Kenya Airways to publicly apologise to both the passenger and the Nigerian Civil Aviation Authority, issue an updated statement clarifying the facts of the case, and compensate the passenger for the distress caused.

The airline was given 48 hours to comply with these directives.

Kenya Airways had apologised to Nigerian passenger, Gloria Omisore, after a controversial incident that saw her stranded for hours at Nairobi’s Jomo Kenyatta International Airport.

The airline also admitted that its initial statement on the matter was misleading.

However, in a statement Michael Achimugu, shared on his X handle on Wednesday evening, he announced that the Kenya Airways has been fined in line with the NCAA Regulations 2023 and has seven days to pay refunds and compensation totalling 1000 special drawing rights to the affected passengers.

According to the statement, failure to comply within the time frame will attract stiffer penalties.

Achimugu explained that the NCAA’s action follows a thorough investigation into the incidents, including the treatment of Gloria Omisore, who was allegedly subjected to poor passenger handling after being denied a flight due to visa issues.

The airline’s staff behaviour was criticised, with the Country Manager in Nigeria, James Nganga, admitting that the staff’s actions were against airline policy.

“We put the facts of the matter to the airline and rejected the misleading official statement put out by them,” said a NCAA representative.

“The determination was for the airline to update its initial statement to reflect the facts of the case. There has been no compliance.”

The NCAA expressed disappointment with Kenya Airways’ actions, citing a pattern of neglect and disregard for consumer protection regulations.

“Cases of refunds not paid, lost baggage not compensated for despite admitting to losing them, and failure to honour commitments have been noted,” the NCAA said.

The authority has announced plans to organise a retreat for all airlines operating in Nigeria to review Part 19 of the NCAA Regulations 2023, emphasising the importance of knowledge and compliance with relevant regulations.

The NCAA has assured that the enforcement action against Kenya Airways will follow due process, with the legal department instructed to proceed with the necessary actions.

Titled: “letter of sanction conveyed to Kenyan Airways,” Achimugu wrote: “Today, May 7, 2025, the NCAA has sent a letter of sanction to the operator, Kenya Airways, over the cases of Gloria Omisore and two other passengers.

“The penalties are for consumer protection-related infractions including right to care, failure to provide full disclosure of terms of carriage, failure to respond to the Authority’s request, failure to process refund and compensation, and lost baggage.

“In addition to the fine in line with the NCAA Regulations 2023, the airline has seven days to pay the refunds and compensation of 1000 special drawing rights to the affected passengers.

“Failure to comply with the letter will attract stiffer penalties for the airline.”

For Diaspora Digital Media Updates click on Whatsapp, or Telegram. For eyewitness accounts/ reports/ articles, write to: citizenreports@diasporadigitalmedia.com. Follow us on X (Fomerly Twitter) or Facebook