The Nigerian Civil Aviation Authority (NCAA) has issued formal sanctions against Kenya Airways for multiple violations of passenger rights, involving three affected travelers, including Nigerian passenger Gloria Omisore.
Michael Achimugu, Director of Public Affairs and Consumer Protection at the NCAA, made the announcement via his official X (formerly Twitter) account on Wednesday evening.
According to the NCAA, Kenya Airways failed to fulfill key consumer protection obligations. Offenses cited include denial of care, inadequate disclosure of travel terms, non-responsiveness to regulatory inquiries, failure to process refunds and compensation, and mishandling of baggage.
In a letter sent to the airline, the NCAA imposed financial penalties and outlined corrective actions. The agency directed Kenya Airways to pay refunds and compensation worth 1,000 Special Drawing Rights to each affected passenger within seven days, in accordance with the 2023 NCAA Regulations.
“The airline must comply within the stipulated timeframe or face stiffer penalties,” the NCAA warned.
This action follows an incident in February 2025, when passenger Gloria Omisore was flown from Lagos to Nairobi without the necessary transit visa for France, where she was to connect to Manchester. As a result, she was stranded in Nairobi for 27 hours in total—17 hours of layover plus an additional 10-hour delay—during which she reportedly received inadequate medical care despite her condition.
The airline was also accused of issuing a misleading public statement about the incident, which the NCAA rejected. Achimugu noted that Kenya Airways has yet to correct its statement or comply with NCAA’s directives.
