Kenya Airways has apologized to the Nigerian Civil Aviation Authority (NCAA) for mistreating a Nigerian passenger, Gloria Omisore, and issuing a misleading statement on the incident.
The apology followed a meeting between the airline’s management and NCAA officials in Abuja on Tuesday.
According to the NCAA’s Director of Consumer Protection and Public Affairs, Michael Achimugu, the airline admitted fault in failing to identify the issue before airlifting the passenger from Lagos.
Omisore had contacted Kenya Airways before her trip to confirm eligibility for the Manchester-Paris-Nairobi-Lagos route. Despite informing the airline of her British residence permit but no Schengen visa, she was assured of eligibility and purchased the ticket.
However, during her return journey, the airline boarded her from Lagos without a transit visa for Paris, only discovering the oversight in Nairobi.
The airline offered her a direct flight to London at no extra cost but asked her to endure an additional 10-hour wait after a 17-hour layover. Omisore requested accommodation and care, citing the airline’s error, but was denied.
Achimugu condemned the conduct of Kenya Airways staff during the incident, particularly their disparaging remarks about the Nigerian government.
The NCAA has directed Kenya Airways to refund and compensate Omisore for the “avoidable humiliation and distress” she endured. The airline has been given 48 hours to comply with the directive.
Kenya Airways’ Country Manager, James Nganga; Station Manager, Eric Mukira; and Duty Manager, Ezenwa Ehumadu, were present at the meeting with NCAA officials.
