The Nigeria Civil Aviation Authority (NCAA) has summoned Kenya Airways’ acting station manager in Lagos over the alleged mistreatment of a Nigerian passenger, Omisore G., at Jomo Kenyatta International Airport in Nairobi.
The incident, which was captured in a viral video posted by Tunde Moshood, special adviser to the Minister of Aviation, showed a heated altercation between Omisore and Kenya Airways staff at the airline’s transfer desk. Omisore expressed frustration over the alleged treatment of herself and other Nigerian passengers.
“Our attention has been drawn to several cases of inhuman treatment of Nigerian passengers in Nairobi by @KenyaAirways,” Moshood wrote on X. “A case of Ms. Omisore G. who flew from Manchester to Lagos, connecting-Man-CDG-NBO-LOS, only to be denied boarding in Nairobi on the 2nd leg of the same ticket.”
Responding to the allegations, Kenya Airways stated that Omisore was denied boarding because she did not have a Schengen visa for France, which is required for transit through the country.
The airline said it had offered her an alternative route via London and Manchester, but she declined, leading to a confrontation.
In a statement, the airline also alleged that Omisore engaged in inappropriate behavior during the altercation.
“We strongly condemn such conduct. While we remain committed to delivering exceptional service, we expect all interactions to be based on mutual respect.
Our employees deserve to work in a safe and dignified environment, and we do not tolerate any abuse from our employees or guests,” the airline said.
Kenya Airways further stated that Omisore requested accommodation after being denied boarding, but the airline does not provide lodging in cases involving visa-related issues.
“The incident has been reported and is under investigation by the relevant security agencies. We are committed to taking the necessary steps to ensure the well-being and safety of our employees and guests at all times,” the statement read.
Following the controversy, NCAA’s Director of Public Affairs, Michael Achimugu, criticised Kenya Airways, alleging that the airline has a history of mistreating Nigerians, including NCAA staff.
Achimugu announced that Kenya Airways’ acting station manager in Lagos has been summoned for a mandatory meeting to review the incident and address concerns raised by the aviation authority. He also said the airline must provide CCTV footage to support its claim that Omisore threw a used sanitary pad at its staff.
“I have advised the passenger that unruly behavior is inexcusable at any airport and she can be blacklisted by the airline, and even pay fines. The NCAA does not condone unruly behavior,” Achimugu said.
“There is no basis to have tried to forcefully delete her video. You should not have allowed her to board your flight from Nigeria if she was not qualified due to visa requirements. You issued her boarding passes and let her leave Lagos. She flew into Nigeria via your airline on the same route.
“She claims to have called the airline before paying for the ticket and was told she was qualified since she owns a BRP [Biometric Residence Permit].”
Achimugu also condemned comments made by Kenya Airways staff during the altercation.
“The statements made by your staff were inappropriate for someone in the industry. ‘Call your president’ insinuates a lot,” he said.
The meeting with Kenya Airways was initially scheduled for 1 p.m., but the airline requested an extension to provide additional details. NCAA granted a 24-hour extension.
Achimugu confirmed that Omisore has safely boarded a Kenya Airways flight to Lagos, where she will be received by NCAA consumer protection officers upon arrival at 10 p.m.
“The Authority will meet with the passenger tomorrow to advise her on proper conflict resolution protocols for future flights. Regardless of extreme provocation from airline personnel, unruly behavior is not permitted at the airport or on the aircraft,” he said.
“While we continue to speak against unruly passenger behavior, the NCAA will always protect the rights of not just Nigerian citizens but all aviation stakeholders in general. Part 19 of the NCAA Regulations 2023 makes it very clear what should have been done in the circumstances.”
Achimugu added that after the extension period, the meeting with Kenya Airways will proceed, or the authority will make a decision without further input from the airline. A final update will be provided after the case is concluded.
Boluwatife Enome
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