•••NCAA GIVES AIRLINE 48 HRS TO COMPENSATE PASSENGER
While the airline requested 72 hours to respond to this directive, the NCAA reduced the timeline to 48 hours, stressing that “truth should not be that hard to publish.”
By Joy Yesufu
In a significant turn of events, Kenya Airways has officially apologized to the Nigerian Civil Aviation Authority (NCAA) for the mistreatment of Nigerian passenger Gloria Omisore and for previously issuing misleading statements regarding the incident.
This apology came during a meeting between the airline’s management and NCAA officials in Abuja on Tuesday.
Michael Achimugu, the NCAA’s Director of Consumer Protection and Public Affairs, revealed the airline’s acknowledgment of its faults on his official X account.
“Their team has apologized for the obfuscation of facts in their earlier statement. They admitted that it was the airline’s responsibility to identify the issue before airlifting the passenger from Lagos,” Achimugu shared.
During the meeting, which included Kenya Airways’ Country Manager James Nganga, Station Manager Eric Mukira, and Duty Manager Ezenwa Ehumadu, Achimugu emphasized the NCAA’s role in safeguarding the interests of aviation stakeholders, including both passengers and airlines.
The incident began when Omisore contacted Kenya Airways before her journey to confirm her eligibility to fly the complex Manchester-Paris-Nairobi-Lagos route, indicating that while she held a British residence permit, she did not possess a Schengen visa. Confident in the airline’s assurance, she purchased her ticket.
However, upon attempting her return journey, the airline allowed her to board in Lagos, neglecting the requirement for a transit visa for her Paris leg. This oversight was only recognized in Nairobi. To rectify the situation, Kenya Airways offered her a direct flight to London at no extra charge, but with a painful 10-hour wait after a 17-hour layover.
Feeling exhausted and unwell after such a lengthy ordeal, Omisore requested accommodation and assistance, which was denied. This refusal led to a disagreement with the airline’s staff, contributing to the distressing situation.
Achimugu publicly condemned the behavior of Kenya Airways staff, which included alleged disparaging remarks about the Nigerian government, implying a lack of concern for Nigerian passengers.
He clarified that Omisore’s frustration was rooted in the denial of basic care after the airline’s admission of fault, and that she did not refuse to board the alternative flight as previously claimed.
The NCAA has mandated that Kenya Airways refund and compensate Omisore for the “avoidable humiliation and distress” she experienced, which also jeopardized her job security.
While the airline requested 72 hours to respond to this directive, the NCAA reduced the timeline to 48 hours, stressing that “truth should not be that hard to publish.”
The incident drew public attention, especially after a viral video surfaced, showing a heated argument between Omisore and Kenya Airways officials at the Nairobi transfer desk.
While the airline alleged that she became unruly and even threw used sanitary products at the staff, Omisore has not publicly responded to these accusations.
Kenya Airways reiterated that it is the passenger’s responsibility to ensure proper travel documentation and that they do not provide accommodation for those denied boarding due to visa issues.
Further updates are expected as Kenya Airways complies with the NCAA’s directive.
