The Nigerian Civil Aviation Authority (NCAA) has imposed a N3 million fine on Kenya Airways following complaints of passenger mistreatment, particularly involving a Nigerian traveler, Ms. Gloria Omisore.
In a statement issued on Thursday, NCAA spokesperson Michael Achimugu confirmed the fine and additional sanctions after posting a brief update on his X (formerly Twitter) account the day before. He noted that Kenya Airways has also been ordered to refund and compensate the affected passengers within seven days.
A key incident prompting the sanctions involved Ms. Omisore, who in January boarded a Kenya Airways flight in Lagos under the assumption that she would be transported to the United Kingdom via connecting flights through France. However, the airline allowed her to travel without ensuring she had a valid French transit visa.
As a result, she was stranded in Nairobi for 17 hours, where she reportedly received inadequate care despite her medical condition. Video footage circulating online shows Omisore being confronted and insulted by airline staff, drawing attention to broader concerns over the treatment of Nigerian passengers by the airline.
According to Achimugu, the penalties are for multiple consumer protection violations, including failure to provide care, lack of transparency on travel terms, non-response to regulatory requests, refusal to issue refunds, and mishandling of baggage.
“On May 7, 2025, NCAA issued a sanction letter to Kenya Airways regarding the cases of Gloria Omisore and two other passengers. The airline is to pay 1,000 Special Drawing Rights (SDRs) in compensation and ticket refunds to each affected individual,” Achimugu stated.
He warned that failure to comply with the directives would lead to more severe penalties.
In a follow-up conversation, Achimugu reiterated that the N3 million fine was accompanied by a mandate to process ticket refunds and compensation for lost baggage.
