NCAA demands compensation as Kenya Airways admits to mishandling of Nigerian passenger

The Nigerian Civil Aviation Authority (NCAA) has directed Kenya Airways to tender a public apology and compensate a Nigerian passenger for the unruly behaviour of its staff towards the traveller.

In a post on X, Michael Achimugu, director for consumer protection and public affairs of the Nigerian Civil Aviation Authority (NCAA), said the airline also apologised for its ‘”faulty statement” after a meeting on Tuesday.

The meeting had in attendance James Nganga, Kenya Airways country manager; Eric Mukira, station manager; and Ezenwa Ehumadu, duty manager.

On Monday, a video posted by Tunde Moshood, special adviser to the minister of Aviation, captured a verbal altercation between Kenya Airways staff at the transfer desk and a Nigerian passenger identified as Omisore.

In the video, Omisore voiced her frustrations about the mistreatment of herself and other Nigerians by the airline personnel.

According to Moshood, the altercation occurred while Omisore was in Nairobi, Kenya, preparing for a connecting flight.

Moshood added that Kenya Airways said the passenger was denied boarding because it was discovered that she did not have a Schengen visa for France, which is a requirement to enter any European Union country.

In its defence, the airline explained that Kenya Airways offered an alternative route from London to Manchester, which Omisore declined, and threw used pads at the airline’s staff — leading to a verbal altercation.

Responding, Achimugu said Kenya Airways allegedly has a history of mistreating Nigerians, including the agency’s staff.

The NCAA also summoned Kenya Airways’ acting station manager over the “maltreatment” of the Nigerian passenger.

‘KENYA AIRWAYS  WAS AT FAULT’

Speaking at the meeting, Achimugu said Kenya Airways was at fault for having allowed the Nigerian passenger to fly without a Schengen visa.

“We informed the airline that the passenger had called Kenya Airways via +254 711 024 747 on December 7, 2025, to inquire if she was qualified to fly the Manchester-Paris-Nairobi-Lagos (inbound) and Lagos-Nairobi-Paris-Manchester route,” Achimugu posted.

“According to the passenger, the airline told her that she was qualified, despite her informing them that she is Nigerian, and holds a British resident permit, but no Shenghen visa.

“It was based on this information from Kenya Airways that she proceeded to purchase the ticket. She flew the first leg into Nigeria via Paris and Nairobi with no incidence. 

“The airline has asked for time to check their recorded call log and confirm if that call happened. They have been granted 48 hours to do so.

“For her outbound flight, the airline boarded and flew the passenger out of Lagos despite knowing that she needed a transit visa for the Paris leg. 

“This fault was that of the airline, and it was only discovered in Nairobi.

“Upon discovery, the airline then offered Ms Gloria a direct flight to London at no extra cost to her, on the condition that she’d wait another 10 hours in addition to the 17-hour layover she had just endured. 

“Since she was bleeding and exhausted, the passenger demanded accommodation and care because the error was that of the airline. It was when she was denied care that an argument ensued between her and the airline counter staff. 

“This is contrary to the intentionally misleading official statement by Kenya Airways claiming that the lady simply refused to re-route directly to London and started to throw pads around.”

However, Achimugu said Kenya Airways apologised.

“Their team has apologized for the obfuscation of facts in that statement,” he said. 

“They have also admitted that phone call or not, it was the fault of the airline not to have discovered the problem before airlifting the passenger from Lagos.”

The NCAA director further said the authority’s regulations mandate all airlines operating in Nigeria to have dedicated customer relations desks/officers who are trained to mediate such issues. 

“If there was compliance with the regulations, the staff would have handled the situation better, and it would never have escalated to the level it did,” Achimugu said.

‘AIRLINE MUST REFUND, COMPENSATE PASSENGER’

Achimugu further said there was no excuse tenable for the unruly behaviour. 

“That no excuse will also be accepted for the unruly behaviour of Kenya Airways personnel in this matter,” he said.

“The NCAA Consumer Protection Department thereby determined as follows: 

“A. That Kenya Airways renders a public apology to passenger and the NCAA.

“B. 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. 

“C. That the airline will refund and compensate the passenger for the avoidable humiliation she has suffered and the threats to her job.”

On his part, Kenya Airways’ country manager expressed disappointment about the “unruly Kenya Airways staff who insulted the office of the President of Nigeria, insinuating that the airline could do anything to Nigerians and nothing would happen”. 

Nganga also agreed that the statement was not reflective of the facts of the matter. 

He added that the staff was out of order and apologised for the outburst.

Nganga, however, said in terms of disciplinary measures that will be taken against their personnel will be determined by his superior.

The airline also asked for 72 hours to revert.

However, the NCAA director said the authority has given the airline 48 hours.

He added that the “truth should not be that hard to publish, given how hastily the misleading statement was put out there”.

Achimugu said further updates will come “after the airline has complied, or failed to comply” with NCAA demands.