The Nigeria Civil Aviation Authority (NCAA) has initiated stringent enforcement measures against Kenya Airways following a series of consumer protection violations, including the ill-treatment of a Nigerian passenger, Gloria Omisore. The airline has since admitted to its errors and issued an apology for its misleading official statement on the matter.
The Director for Consumer Protection and Public Affairs at the NCAA, Michael Achumugun, emphasised his duty to ensure the rights of all aviation stakeholders are safeguarded. In light of the highly publicized dispute between Ms. Omisore and Kenya Airways, he convened a meeting with the airline’s representatives at the NCAA headquarters in Abuja on Tuesday, February 4, 2025.
The meeting was attended by the airline’s Country Manager, James Nganga; Station Manager, Eric Mukira; and Duty Manager, Ezenwa Ehumadu.
Kenya Airways was found to have provided misleading information to Ms. Omisore when she contacted them on December 7, 2025, to verify her eligibility to fly the Manchester-Paris-Nairobi-Lagos and return route. Despite informing the airline that she was a Nigerian passport holder with a British resident permit but lacked a Schengen visa, she was assured she was qualified to travel. Relying on this information, she purchased the ticket and successfully completed her inbound journey without issue. However, during her return, the airline erroneously boarded her in Lagos without verifying the need for a transit visa in Paris. This oversight was only discovered in Nairobi, leaving her stranded.
Upon realizing their mistake, Kenya Airways offered Ms. Omisore a direct flight to London at no extra cost but required her to endure an additional 10-hour wait following an already grueling 17-hour layover. Exhausted and experiencing health issues, she requested accommodation and care, which the airline refused. The situation escalated when airline staff mishandled her complaints, exacerbating her frustration.
Contrary to the airline’s initial claim that Ms. Omisore refused re-routing and engaged in disruptive behavior, the NCAA’s investigation confirmed that her frustration stemmed from the lack of care and the airline’s failure to manage the situation appropriately. Kenya Airways representatives acknowledged that their official statement misrepresented the facts and have since apologized for the miscommunication.
The airline also admitted that its staff’s conduct during the incident, including derogatory remarks about the Nigerian government, was inappropriate. The NCAA condemned these remarks, and the airline’s country manager assured that disciplinary measures would be taken.
Following this incident, the NCAA has determined that Kenya Airways violated multiple consumer protection regulations. The airline has failed to issue a corrective statement despite being given ample opportunity to do so and has also neglected obligations such as compensating passengers for delays and honoring refund commitments. In response, the NCAA is taking the following actions:
Legal Enforcement Measures: The NCAA’s legal department has been directed to commence proceedings against Kenya Airways for regulatory breaches.
Mandatory Compliance Training: The NCAA will organize a retreat for all airlines operating in Nigeria to ensure compliance with Part 19 of the NCAA Regulations 2023.
Increased Oversight: All airlines will be subjected to stricter monitoring to prevent similar consumer rights violations in the future.
This case accentuates the NCAA’s commitment to holding airlines accountable and ensuring that Nigerian passengers receive fair treatment and protection under aviation laws. Further updates on the enforcement actions against Kenya Airways will be communicated in due course.
