The Nigerian Civil Aviation Authority (NCAA) has called on Kenya Airways to address an incident involving a Nigerian passenger that went viral on social media.
The incident, which was captured in a video, shows a tense confrontation between the passenger, Gloria Omisore, and a Kenya Airways staff member at the airline’s transfer desk in Nairobi. Omisore, who was traveling from Lagos to Paris and Manchester via Nairobi, accused the airline of mistreating her during a 17-hour layover. The airline, in turn, claimed that Omisore threw three used sanitary pads at staff members after becoming upset with her treatment.
The video, which circulated widely on social media on Sunday, shows Omisore expressing frustration about her lengthy layover and demanding basic necessities, including sanitary towels and a hotel room. “You will provide a sanitary towel. I am speaking to the Minister of Finance of Nigeria. I want a hotel, I need sanitary towel. You will give me food tonight. Very wicked set of people. 17 hours layover. I have blood clot issues,” she can be heard saying in the video.
In response, a Kenya Airways staff member tells Omisore, “You can never enter our aircraft again. What kind of mannerism is this? Call your president. We will give you nothing.”
Following the video’s release, Michael Achimugu, Director of Public Affairs & Consumer Protection at the NCAA, expressed concern over the behavior of both the passenger and airline staff. On social media, Achimugu stated, “There is no excuse for unruly passenger behavior. The airline staff were unprofessional. The airline must take responsibility for this incident.” He also confirmed that Kenya Airways had been referred to Part 19 of the NCAA Regulations 2023 and was summoned to the NCAA headquarters in Abuja on Monday, February 3, 2025.
In response to the incident, Kenya Airways provided additional context, explaining that Omisore was denied boarding for her connecting flight in Nairobi due to her lack of the required SCHENGEN visa for entry into the European Union. The airline offered an alternative route through London, which Omisore declined.
Kenya Airways clarified that, as the denial of boarding was due to the passenger’s documentation issues, they did not provide accommodation.
However, the airline condemned Omisore’s actions—throwing used sanitary pads at staff—as unacceptable. They also reminded passengers of their responsibility to ensure they have the necessary travel documents for their journey.
