NCAA Imposes Sanctions On Kenya Airways Over Consumer Protection Violations

The Director of Public Affairs and Consumer Protection of the NCAA, Michael Achimugu, made this announcement on his official X account on Wednesday night.

“According to the NCAA, the sanctions stem from the airline’s failure to uphold several key obligations, including the NCAA has sent a letter of sanction to the operator, Kenya Airways, over the cases of Gloria Omisore and two other passengers.

“The penalties are for consumer protection-related infractions including right to care, failure to provide full disclosure of terms of carriage, failure to respond to the Authority’s request, failure to process refund and compensation, and lost baggage.”

The letter sent outlines both financial penalties and specific remedial actions.

“In addition to the fine in line with the NCAA Regulations 2023, the airline has seven days to pay the refunds and compensation of 1000 special drawing rights to the affected passengers,” the NCAA made it clear that non-compliance will lead to more severe consequences.

“Failure to comply with the letter will attract stiffer penalties for the airline,” the authority warned.

Recall that in February 2025, the NCAA initiated enforcement actions against Kenya Airways following a widely publicized incident involving Nigerian passenger Gloria Omisore.

The controversy began when Omisore was flown from Lagos to Nairobi without the necessary France transit visa for her onward journey to Manchester.

This oversight led to her being stranded in Nairobi for a 17-hour layover, followed by an additional 10-hour wait.

During this period, Omisore, who was experiencing a medical condition, requested care but was reportedly met with inadequate assistance from the airline staff.

The NCAA noted that the airline issued a misleading statement about the incident, which the regulatory body rejected.

Achimugu said that the determination was for the airline to update its initial statement to reflect the facts of the case and noted that there has been no compliance.