NCAA takes strong enforcement action against Kenya airways

One of the key infractions involves the airline’s failure to issue an official apology, provide a refund, and compensate a Nigerian traveler, Gloria Omisore, within the stipulated 48-hour deadline.

Despite requesting an additional hour after the deadline had passed, the airline did not comply with NCAA’s directive.

In a statement posted today on X, NCAA’s Director of Public Affairs & Consumer Protection, Michael Achimugu, revealed that Kenya Airways also failed to submit a compliance report regarding a flight that was delayed for seven hours without compensating passengers.

Achimugu noted that when the airline was confronted, its representatives claimed ignorance of NCAA regulations.

He expressed concern over how an airline could operate in Nigeria without adhering to the country’s aviation rules.

“To address these issues, we are organizing a retreat for all airlines operating in Nigeria to familiarize themselves with Part 19 of the NCAA Regulations 2023,” he stated.

He also disclosed that Kenya Airways’ Country Manager in Nigeria had apologized for the Omisore incident, admitting that the airline should not have allowed her to board from Lagos without the required France transit visa.

As a result, Omisore endured a 17-hour layover in Nairobi before being informed that she would face an additional 10-hour wait for a flight to the UK.

During this period, Omisore, who was experiencing discomfort and requested assistance, was reportedly subjected to poor handling by airline staff.

Achimugu emphasized that she had not been disruptive or unruly at any stage of her journey.

NCAA rejected the airline’s initial official statement, which it deemed misleading, and instructed Kenya Airways to update it to reflect the facts.

However, the airline failed to comply, instead allowing its original statement to circulate uncorrected.

“The NCAA provided the airline with an opportunity to rectify its mistake, but it has failed to do so,” Achimugu stated. “Even after requesting and receiving a one-hour extension, Kenya Airways still did not comply with NCAA’s determination.”

Consequently, the NCAA is initiating stringent enforcement actions against the airline, following due legal processes.

Achimugu confirmed that the agency’s legal department has been alerted to take appropriate action.

The NCAA had initially given Kenya Airways 48 hours to issue an apology for Omisore’s mistreatment.

The incident, which involved a confrontation between an airline staff member and the Nigerian traveler, sparked public outrage after a video of the altercation surfaced online.

The footage, shared by Tunde Moshood, Special Adviser to the Minister of Aviation, Festus Keyamo, highlighted Omisore’s frustration over the treatment of Nigerian passengers by Kenya Airways personnel.