Kenya Airways has issued an apology to Nigerian passenger Gloria Omisore following an incident at Nairobi's Jomo Kenyatta International Airport that left her stranded for hours. The airline acknowledged that its initial statement regarding the event was misleading.
James Nganga, Kenya Airways' Country Manager in Nigeria, admitted that Omisore should not have been permitted to board her flight from Lagos without a required France transit visa. Upon arrival in Nairobi, she faced a 17-hour layover and was later informed of an additional 10-hour wait before being accommodated on a flight to the UK. During this time, Omisore, who was experiencing bleeding and required basic care, requested accommodation, which was denied. The situation escalated into a confrontation, portions of which were captured in a viral video.
The Nigeria Civil Aviation Authority (NCAA) responded by initiating enforcement actions against Kenya Airways for multiple consumer protection violations. Michael Achimugu, NCAA’s Director of Public Affairs and Consumer Protection, criticized the airline for not correcting its misleading initial statement, allowing false narratives to spread.
Consumer protection advocates have condemned Kenya Airways' handling of the incident and are urging the NCAA to impose strict penalties to prevent similar occurrences in the future. The viral video, which shows airline staff yelling at the distressed passenger, has further fueled public outrage.
This incident highlights the importance of airlines ensuring passengers have the necessary travel documents and underscores the need for professional conduct in addressing passenger concerns. The NCAA's actions signal a commitment to enforcing consumer protection regulations within Nigeria's aviation sector.