The Nigerian Civil Aviation Authority (NCAA) has announced the initiation of "maximum enforcement" action against Kenya Airways following multiple violations of consumer protection regulations. The regulatory body accused the airline of failing to comply with its directives, particularly regarding the mistreatment of a Nigerian traveler, Gloria Omisore.
The issue began when Kenya Airways failed to provide an official apology, refund, and compensation to Omisore within the stipulated 48-hour period. Despite requesting an additional hour, the airline still did not fulfill its obligations. This prompted the NCAA to take decisive action.
According to Michael Achimugu, NCAA’s Director of Public Affairs & Consumer Protection, the airline also failed to submit a compliance report concerning a scheduled flight that was delayed for seven hours without compensating affected passengers. When confronted about these infractions, Kenya Airways staff claimed ignorance of NCAA regulations, an assertion that Achimugu found troubling, given that the airline operates within Nigerian airspace and should be well-versed in the country's aviation laws.
To prevent future occurrences, the NCAA has announced plans to organize a retreat for all airlines operating in Nigeria to educate them on Part 19 of the NCAA Regulations 2023, which focuses on consumer protection.
Further details on Omisore’s ordeal revealed that she was wrongly boarded on a flight from Lagos to Nairobi without a France transit visa, a requirement for her journey to the UK. Upon arrival in Nairobi, she faced a 17-hour layover and was later informed of an additional 10-hour wait before being rebooked to her final destination. Despite experiencing distress and requesting necessary care due to health concerns, Omisore was reportedly met with poor passenger handling by airline staff.
Following a public outcry, Kenya Airways’ Country Manager in Nigeria issued an apology, acknowledging that Omisore should never have been boarded in the first place. However, the airline failed to update its official statement to reflect the facts of the incident, as mandated by the NCAA. Instead, the original misleading statement remained in circulation.
In response to the airline’s failure to comply with regulatory directives, the NCAA’s legal department has been tasked with enforcing stringent measures against Kenya Airways. The regulatory body reaffirmed its commitment to ensuring airlines operating in Nigeria adhere to established consumer protection standards.