The Nigerian Civil Aviation Authority (NCAA) has summoned Kenya Airways to its Abuja headquarters following a viral video showing a heated altercation between a Nigerian passenger and a Kenya Airways agent at a transfer desk in Nairobi.
The incident, which occurred during a 17-hour layover, gained significant attention after the airline accused the passenger of behaving inappropriately by throwing three used sanitary pads at staff members. The airline described the passenger’s actions as “unacceptable.”
The video, shared on social media, shows Nigerian traveler Gloria Omisore, who was en route from Lagos to Paris and Manchester via Nairobi, voicing her frustration about being poorly treated by the airline. She was seen expressing dissatisfaction over the long layover, claiming she wasn’t provided with proper assistance despite her medical condition involving blood clots. Omisore is heard demanding a hotel room and sanitary products, stating: “You will provide a sanitary towel. I am speaking to the Minister of Finance of Nigeria. I want a hotel, I need sanitary towels. You will give me food tonight. Very wicked set of people. 17 hours layover. I have blood clot issues.”
In response, a Kenya Airways staff member is heard telling her, “You can never enter our aircraft again. What kind of mannerism is this? Call your president. We will give you nothing.”
Following the video’s release, Michael Achimugu, the Director of Public Affairs & Consumer Protection at the NCAA, criticized both the passenger’s and the airline’s behavior. On social media, he stated, “There is no excuse for unruly passenger behaviour. The airline staff are unprofessional. The airline must bear responsibility for what has happened to this passenger. The NCAA refers Kenya Airways to Part 19 of the NCAA Regulations 2023 and has summoned the airline to its headquarters in Abuja on Monday, February 3, 2025. The authority is committed to protecting the rights of all stakeholders.”
In response, Kenya Airways offered clarification on the situation, explaining that Omisore’s travel plans were disrupted when it was discovered she lacked a Schengen Visa, which is required for entry into the European Union. The airline offered an alternative route through London, which she rejected. The airline further stated that it does not provide accommodations when passengers are denied boarding due to visa issues, and emphasized that it is the passengers’ responsibility to ensure they have the correct travel documents.
Regarding the incident, the airline also confirmed that Omisore had thrown three used sanitary pads at staff members, which they deemed inappropriate behavior.
