Maltreatment Case: NCAA Summons Kenya Airways Manager After Passenger’s Ordeal in Lagos

The NCAA has summoned Kenya Airways’ manager following allegations of passenger maltreatment upon arrival in Lagos, raising concerns over airline customer service.

Following a heated verbal exchange between Kenya Airways staff and a Nigerian passenger, Ms. Omisore, the latter has safely arrived in Lagos after boarding a Kenya Airways flight. The incident, which occurred at the airline’s transfer desk in Nairobi, Kenya, sparked widespread condemnation after a video of the altercation went viral.

The video, shared by Tunde Moshood, Special Adviser to Nigeria’s Minister of Aviation, Festus Keyamo, on Monday, captured Omisore expressing her frustration over what she described as the mistreatment of herself and other Nigerian passengers by Kenya Airways personnel. The altercation reportedly took place while Omisore was in Nairobi awaiting a connecting flight to Lagos.

Background of the Incident

Omisore had traveled from Manchester to Lagos with a connecting flight route through Paris (CDG) and Nairobi (NBO). However, she was denied boarding in Nairobi due to visa-related issues. Kenya Airways explained that Omisore did not possess a Schengen visa, which is required for entry into France, a stopover point on her itinerary.

The airline stated that it offered her an alternative route from London to Manchester, which she declined. This led to a verbal confrontation between Omisore and the airline’s staff. Kenya Airways also alleged that the passenger engaged in inappropriate behavior, including throwing used sanitary pads at their staff, though this claim has been disputed.

Kenya Airways’ Response

In a statement posted on X (formerly Twitter), Kenya Airways condemned the incident but emphasized that its employees deserve to work in a safe and respectful environment. The airline clarified that it does not provide accommodation for passengers denied boarding due to visa issues and noted that the matter has been reported to relevant security agencies for investigation.

“We strongly condemn such conduct. While we remain committed to delivering exceptional service, we expect all interactions to be based on mutual respect. Our employees deserve to work in a safe and dignified environment, and we do not tolerate any abuse from our employees or guests,” the airline said.

NCAA’s Involvement

The Nigeria Civil Aviation Authority (NCAA) has also weighed in on the matter, citing a history of alleged mistreatment of Nigerian passengers by Kenya Airways. Michael Achimugu, NCAA’s Director of Public Affairs, revealed that the airline’s acting station manager in Lagos has been summoned to a meeting to address the incident.

Achimugu stated that Kenya Airways would be required to provide CCTV footage to substantiate its claims regarding Omisore’s alleged misconduct. He also emphasized that unruly behavior by passengers is unacceptable and could result in penalties or blacklisting by airlines.

“There is no basis to have tried to forcefully delete her video. You should not have allowed her to board your flight from Nigeria if she was not qualified due to visa requirements. You issued her boarding passes and let her leave Lagos. She flew into Nigeria via your airline on the same route,” Achimugu said.

He further noted that Omisore claimed to have contacted the airline before purchasing her ticket and was assured that her British Resident Permit (BRP) would suffice for her travel.

Meeting Postponed

The meeting between the NCAA and Kenya Airways, initially scheduled for 1 pm, was postponed after the airline requested additional time to gather more details. The NCAA granted a 24-hour extension to allow the airline to prepare its response.

Despite the controversy, Omisore has since returned to Nigeria, boarding a Kenya Airways flight to Lagos. The incident has reignited concerns about the treatment of Nigerian passengers by foreign airlines and highlighted the need for improved communication and adherence to international travel regulations.