NCAA Imposes ₦3 Million Fine on Kenya Airways for Passenger Maltreatment

The Nigerian Civil Aviation Authority (NCAA) has sanctioned Kenya Airways with a ₦3 million fine over allegations of passenger maltreatment, specifically concerning Nigerian traveler Gloria Omisore. The NCAA has also mandated the airline to compensate affected passengers and address various consumer protection violations.

Incident Overview

In January 2025, Gloria Omisore was traveling from Lagos to Manchester via Nairobi and Paris with Kenya Airways. Upon her return journey, she was denied boarding in Nairobi due to the absence of a Schengen visa, despite having previously traveled the same route without issue. Subsequently, she experienced a 17-hour layover during which she requested assistance due to her medical condition but was reportedly met with inadequate support and verbal mistreatment from airline staff.

A video capturing the altercation went viral, leading to public outcry and prompting the NCAA to intervene.

NCAA’s Findings and Sanctions

Following an investigation, the NCAA identified several infractions by Kenya Airways, including:

• Failure to provide adequate care and assistance to passengers.
• Inadequate disclosure of terms of carriage.
• Non-compliance with refund and compensation protocols.
• Failure to respond promptly to NCAA inquiries.
• Issues related to lost baggage.

As a result, the NCAA has imposed a ₦3 million fine on the airline and issued a seven-day ultimatum for Kenya Airways to refund and compensate the affected passengers in accordance with the NCAA Regulations 2023. Failure to comply may result in more severe penalties.

Airline’s Response

Kenya Airways has acknowledged the incident and expressed regret over the situation. The airline has stated that it offered an alternative route for Ms. Omisore and is committed to improving its customer service protocols to prevent similar occurrences in the future.

Implications for Consumer Protection

This action underscores the NCAA’s commitment to enforcing consumer rights within Nigeria’s aviation sector. The regulatory body has emphasized the importance of adherence to established guidelines to ensure the safety and well-being of passengers. The NCAA’s intervention serves as a reminder to airlines operating in Nigeria of the necessity to uphold high standards of service and accountability.

The incident has also sparked discussions on the need for clearer communication and better coordination among international airlines and their passengers, particularly regarding visa requirements and layover protocols.

In conclusion, the NCAA’s sanctions on Kenya Airways reflect a proactive approach to safeguarding passenger rights and maintaining the integrity of Nigeria’s aviation industry.