JUST IN: Nigeria’s NCAA Slams Kenya Airways For Violating Consumer Protection Rules

The Nigeria Civil Aviation Authority (NCAA) has decided to take strict action against Kenya Airways for repeatedly violating consumer protection rules.

Michael Achimugu, the agency’s director of public affairs and consumer protection, shared this on X on Saturday.

He criticized the airline for not following aviation rules, especially those related to passenger care and compensation.

This move to punish the airline comes amid an ongoing dispute between a passenger and Kenya Airways.

Last week, a widely shared video showed a heated argument between Kenya Airways staff at the transfer desk and a Nigerian passenger named Gloria Omisore.

As detailed in the complete version, there are several key factors to consider.

In the video, Omisore expressed her anger over how she and other Nigerians were treated by the airline’s staff.

Kenya Airways later explained that they had offered her an alternative route from London to Manchester, which she refused. The airline also claimed she threw used pads at their staff, leading to the argument.

On February 4, Nigeria’s aviation regulator met with Kenya Airways officials, who apologized for their “incorrect statement.”

During the meeting, Michael Achimugu criticized the airline for allowing Omisore to board without a Schengen visa. He also said there was no justification for the airline staff’s misconduct.

To resolve the issue fairly, the NCAA instructed Kenya Airways to refund Omisore and compensate her for the embarrassment and threats to her job.

In an update on X on Saturday, Achimugu said Kenya Airways had been given a chance to correct its mistakes but failed to do so.

He explained that on Friday, the airline requested an extra hour to comply with the aviation authority’s decision but still did not follow through.

He also mentioned that the NCAA was disappointed with the airline’s actions, especially after listing several unresolved issues during a meeting with the Kenya Airways team.

Achimugu stated:

“Cases of refunds not paid, lost baggage not compensated for despite admitting to losing them, and failure to honour commitments. The NCAA is, therefore, initiating stiff enforcement action against Kenya Airways. This action will go through due process.”

He added that the agency’s legal department has been put on notice.