The Nigeria Civil Aviation Authority (NCAA) has strongly criticized Kenya Airways for its improper treatment of a Nigerian passenger, Gloria Ibukun Omisore, who was stranded at Nairobi Airport.
The authority has formally requested that Kenya Airways issue a public apology and compensate the passenger for the distress she endured due to the actions of the airline’s officials.
This was revealed in a statement by the NCAA’s spokesperson, Michael Achimugu, following a meeting with Kenya Airways officials in Abuja.
The altercation took place when Ms. Omisore was denied boarding due to alleged visa issues, causing significant inconvenience before she was eventually able to return to Nigeria.
A viral video that surfaced on social media on Monday captured the verbal exchange between Ms. Omisore and a Kenya Airways agent. In the video, the agent informed her that she would not be allowed to fly with the airline again, prompting Ms.
Omisore to respond by saying she was speaking with Nigeria’s finance minister. The agent, visibly upset, retorted that she could contact the Nigerian president if she wished. This exchange sparked a heated response from both the NCAA and the public on social media.
The NCAA also noted a history of mistreatment of Nigerian passengers by Kenya Airways, including the airline’s staff, and expressed concern over the incident. It was confirmed that Ms.
Omisore had safely arrived back in Nigeria, and a meeting was held with Kenya Airways officials to address the matter.
Following this meeting, Achimugu announced that it was resolved that Kenya Airways must issue a public apology to Ms. Omisore and the NCAA.
The airline has also been asked to provide an updated statement to accurately reflect the events in Nairobi, as the airline’s previous statement inaccurately claimed that Ms. Omisore had refused to fly to London.
The NCAA pointed out that Kenya Airways had allowed the passenger to purchase the ticket without addressing the issue in Lagos and failed to offer adequate care, such as accommodation, when she was asked to wait an additional 10 hours.
Additionally, the NCAA mandated that Kenya Airways refund and compensate Ms. Omisore for the humiliation she suffered, as well as the undue threats to her job. Kenya Airways has been given 48 hours to respond, though they initially requested 72 hours.
The NCAA emphasized that the truth should be clear and available, especially since the airline’s initial statement was hastily released. Further updates will be provided on the matter.
