The Nigeria Civil Aviation Authority (NCAA) has announced plans to impose “maximum enforcement action” against Kenya Airways over multiple consumer protection violations. This was disclosed by Michael Achimugu, the NCAA’s director of public affairs and consumer protection, in a statement on Saturday, February 8.
Achimugu expressed concern about Kenya Airways’ non-compliance with aviation regulations, particularly its obligations regarding passenger care and compensation policies. He stated that despite being given opportunities to address the issues, the airline has failed to take corrective action.
The decision follows an altercation involving a Nigerian passenger, Gloria Omisore, which highlighted Kenya Airways’ alleged mistreatment of passengers. A video shared by Tunde Moshood, special adviser to the Minister of Aviation, captured a verbal dispute between Omisore and the airline’s staff at a transfer desk. Omisore accused the airline of mistreating Nigerians, while Kenya Airways claimed she was denied boarding due to a lack of a Schengen visa for France, a requirement for entry into any European Union country.
In its defense, Kenya Airways alleged that it had offered Omisore an alternative route from London to Manchester, which she declined, and accused her of throwing used pads at staff during the altercation in Nairobi. However, the NCAA found fault with Kenya Airways for allowing Omisore to fly without a Schengen visa in the first place and criticized the behavior of its staff.
Following a meeting on February 4 with Kenya Airways officials, including the airline’s country manager, station manager, and duty manager, the NCAA demanded a public apology from the airline and compensation for Omisore. The NCAA also requested an updated official statement reflecting the true events. The agency gave Kenya Airways 48 hours to comply but noted on Saturday that the airline had failed to meet the deadline, even after requesting a one-hour extension.
Achimugu highlighted other consumer protection violations by Kenya Airways, including a seven-hour flight delay for which passengers were not compensated. He criticized the airline for operating in Nigeria without adhering to local regulations, saying, “How can you operate in a foreign country with no recourse to the relevant regulations?”
In response, the NCAA plans to host a mandatory retreat for all airlines operating in Nigeria to ensure compliance with its 2023 consumer protection regulations. Achimugu added, “The CAA is dismayed by the actions of this airline. Cases of refunds not paid, lost baggage not compensated for despite admitting to losing them, and failure to honor commitments.”
The NCAA’s legal department has been put on notice, and the agency has vowed to initiate “stiff enforcement action” against Kenya Airways through due process.
