The Nigerian Civil Aviation Authority, NCAA, has slammed Kenya Airways over maltreatment of a Nigerian passenger, Gloria Omisore, in Nairobi.
The authority has officially requested that Kenya Airways issue a public apology and compensate the passenger for the distressing experience caused by the actions of its officials in Nairobi.
A statement by Director of Public Affairs & Consumer Protection at NCAA, Mr Michael Achimugu, on Tuesday, said that having summoned the airline over the incident, the airline’s team comprising its Country Manager, James Nganga; Station Manager, Eric Mukira; and Duty Manager, Ezenwa Ehumadu, admitted fault.
According to him, the airline team also agreed that the statement put out by them about the incident was not reflective of the facts of the matter.
Revealing the NCAA’s verdict over the incident on X, Achimugu stated: “The NCAA Consumer Protection Department thereby determined as follows: That Kenya Airways renders a public apology to the passenger and the NCAA.
“That the airline issues an updated official statement that reflects the true events that happened in Nairobi. Ms Gloria did not refuse to fly to London as claimed in that statement. The airline failed to admit that they permitted the passenger to purchase that ticket and that they failed to spot the problem from Lagos.
“The statement also fails to inform the general public that the lady only became angry when she was asked to wait another 10 hours without accommodation and care.
“The Authority finds this very confusing and unacceptable. The airline will refund and compensate the passenger for the avoidable humiliation she has suffered and the threats to her job.
“Kenya Airways has asked for 72 hours to revert, but the authority has given the airline 48 hours. Truth should not be that hard to publish, given how hastily the misleading statement was put out there.”
Vanguard recalls that Kenya Airways had routed Omisore to travel from Nigeria through Nairobi, Paris and then to Manchester, the same route she had followed into the country.
As Omisore was returning to Manchester, Kenya Airways, however, abandoned her in Nairobi upon claims that she didn’t have a Schengen Visa, leading to a heated exchange between her and the airline’s official.
The viral video of the verbal altercation seen showed Omisore complaining about inhumane treatment by the airline, lamenting that she was not adequately taken care of despite a 17-hour layover.
In the footage, Omisore said: “You will provide a sanitary towel. I am speaking to the Minister of Finance of Nigeria. I want a hotel, I need a sanitary towel. You will give me food tonight. Very wicked set of people. 17-hour layover. I have blood clot issues.”
However, the Kenya Airways staff was seen telling Omisore: “You can never enter our aircraft again. What kind of mannerism is this? Call your president. We will give you nothing.”
Clarifying the incident after the NCAA summoned the airline to its headquarters in Abuja, Kenya Airways claimed that Omisore resorted to inappropriate behaviour by removing and throwing three used sanitary pads at its employees.
The statement reads: “The guest was travelling from Lagos to Paris, and Manchester. On arrival in Nairobi for her connecting flight (Nairobi-Paris), it was discovered that she did not have a SCHENGEN Visa, which is a requirement for her to enter any European Union country. She was offered an alternative to travel through London and onward to Manchester, which she refused.
“Upon further investigation, we have established that the video does not provide full context. Unhappy with this option, the guest demanded accommodation, which Kenya Airways does not provide in cases where boarding is denied due to visa requirements. It is the responsibility of passengers to ensure they have the necessary documentation for their journey.
“In a distressing turn of events, the guest resorted to inappropriate behaviour by removing and throwing three used sanitary pads at our employees.”
