The Nigerian Civil Aviation Authority (NCAA) has vowed to impose harsh penalties on Kenya Airways for its repeated violations of aviation regulations and for mishandling the treatment of a Nigerian passenger, Gloria Omisore, during a recent trip. The incident has sparked public outrage and raised serious concerns over passenger rights in the aviation industry.
In an official statement released on Saturday, NCAA spokesperson Michael Achimugu expressed disappointment in Kenya Airways’ response to the alleged mistreatment of Omisore, a Nigerian passenger who was subjected to verbal abuse and inadequate care during a layover in Nairobi.
The incident occurred after Omisore, who was traveling from Lagos to the United Kingdom, endured a lengthy 17-hour delay in Nairobi’s Jomo Kenyatta International Airport. Despite her medical condition, she was left without adequate support, prompting her to request assistance from Kenya Airways. However, the airline’s staff reportedly failed to meet her needs, further compounding the frustration Omisore experienced during the extended wait.
Achimugu revealed that Omisore’s ordeal was exacerbated by Kenya Airways’ initial misleading statement. The airline’s team claimed that she had refused an offer to fly directly to London, a claim which the NCAA promptly dismissed as false. According to the NCAA, Omisore’s frustration stemmed from the airline’s refusal to provide any form of accommodation or care during the extended delay.
“This incident is a clear violation of passenger rights,” Achimugu said in the statement. “It is unacceptable that a passenger with a medical condition was not given proper care and was subjected to verbal abuse by airline staff. Kenya Airways’ conduct not only violated Nigeria’s aviation regulations but also disregarded the basic principles of customer service and respect.”
Further investigation revealed that a video of the confrontation between Omisore and the airline’s staff had gone viral on social media, showing airline employees shouting at her and using insulting language. The footage, which sparked outrage across Nigeria, showed Omisore in distress as she was verbally accosted by the staff, who were later identified as employees of Kenya Airways.
James Nganga, Kenya Airways’ Country Manager, publicly acknowledged the incident, admitting that the airline’s behavior had been inappropriate. He stated that the confrontation with Omisore “clearly breached our customer service protocols” and pledged to investigate the matter thoroughly. However, despite this admission, Kenya Airways failed to offer a formal apology or take corrective measures, further aggravating the situation.
“The behavior of the airline staff was absolutely wrong and contrary to our values of providing excellent service to passengers,” Nganga said in a statement. “We deeply regret the distress caused to Mrs. Omisore and we are reviewing our procedures to ensure this doesn’t happen again.”
Nevertheless, the NCAA has made it clear that an apology is not enough. The Authority intends to hold Kenya Airways accountable for its actions, especially given the airline’s failure to submit a compliance report following another incident involving a delayed flight. In the case of a flight delay of over seven hours, Kenya Airways reportedly claimed ignorance of NCAA regulations concerning passenger compensation, a statement which the NCAA found to be both irresponsible and unprofessional.
“This is not just about one passenger,” Achimugu continued. “It is about ensuring that airlines operating in Nigeria adhere to our rules and regulations. The mistreatment of passengers will not be tolerated, and we will take all necessary measures to prevent this from happening again.”
The NCAA’s firm stance has sent a clear message to international airlines: they must respect Nigerian passengers’ rights or face severe consequences. The Authority is expected to impose heavy fines and possibly suspend Kenya Airways’ operations in Nigeria unless the airline complies with all relevant aviation guidelines.
Passenger advocacy groups have also voiced their support for the NCAA’s actions, calling for stricter regulations and penalties for airlines that mistreat Nigerian travelers. Many Nigerians have taken to social media to express their outrage over the incident, demanding justice for Omisore and other passengers who have faced similar treatment by international airlines.
“This is an international incident that could have serious repercussions for Kenya Airways,” said Jide Alabi, a travel consultant based in Lagos. “The Nigerian market is a crucial one for airlines, and mistreating Nigerian passengers can have serious consequences for any airline operating here. I hope this serves as a warning to other airlines that the Nigerian authorities are serious about protecting their citizens.”
Omisore’s case has brought to light the larger issue of passenger rights and the need for stronger protections for air travelers. In response to the incident, the NCAA has pledged to further investigate the airline’s actions and impose appropriate sanctions to ensure that such an incident never happens again.
