Kenya Airways has issued a public apology to the Nigerian Civil Aviation Authority (NCAA) for both the mistreatment of Nigerian passenger Gloria Omisore and for providing a misleading statement regarding the incident. The apology came after a meeting between the airline’s management and NCAA officials in Abuja on Tuesday.
The NCAA’s Director of Consumer Protection and Public Affairs Michael Achimugu, shared the update on his official X handle, stating that the airline admitted fault for mishandling the situation and acknowledged their failure to address the issue before boarding Omisore in Lagos. The airline also apologized for the misleading statement issued earlier.
Achimugu, in his statement, emphasized his responsibility to protect the interests of aviation stakeholders, including both passengers and airlines, while enforcing civil aviation regulations. He insisted that Kenya Airways issue a public apology to both Omisore and the NCAA, which the airline promptly did, clarifying the facts of the situation.
Omisore had previously contacted Kenya Airways to confirm her eligibility for the Manchester-Paris-Nairobi-Lagos route, informing them that she was a Nigerian national with a British residence permit but without a Schengen visa. She was assured that she would be able to fly. After confirming the details, Omisore purchased the ticket and traveled into Nigeria without incident.
However, during her return journey, Kenya Airways failed to recognize that Omisore required a transit visa for the Paris leg of her trip. This oversight was only discovered when she arrived in Nairobi. To address the mistake, the airline offered her a direct flight to London at no extra cost, but she was asked to wait for an additional 10 hours after a 17-hour layover.
Exhausted and unwell, Omisore requested accommodation and care due to the airline’s error, but this request was denied. A confrontation ensued between her and the airline staff, leading to further frustration. Achimugu expressed his disappointment with the conduct of the airline’s staff, particularly their disparaging remarks about the Nigerian government and insinuations that nothing would be done about the mistreatment.
Contrary to the airline’s earlier statement, Achimugu clarified that Omisore did not refuse to board the alternative flight, but rather her frustration stemmed from the denial of basic care and the prolonged wait, despite the airline admitting fault.
The NCAA has directed Kenya Airways to compensate Omisore for the “avoidable humiliation and distress” she endured, which also affected her job security. While Kenya Airways initially requested 72 hours to respond, the NCAA insisted on a 48-hour deadline, stating that the truth should not be delayed, particularly after the airline quickly released the misleading statement.
Further updates will be provided once the airline complies with the NCAA’s directive.
