Segun Atanda/
Kenya Airways has paid the sanction fee imposed on it by the Nigeria Civil Aviation Authority (NCAA) over the mistreatment of Nigerian passenger, Gloria Ibukun Omisore, and other consumer protection infractions.
Michael Achimugu, NCAA’s Director of Public Affairs and Consumer Protection, confirmed in a statement on Thursday that the airline settled the fine on September 17, following several meetings, including one with the Kenyan High Commissioner to Nigeria, officials of the airline, and representatives from Jomo Kenyatta International Airport (JKIA).
Achimugu explained that NCAA sanctions are not intended to punish operators but to improve flight operations, particularly in passenger handling and safety protocols.
He noted that Kenya Airways has a long-standing relationship with Nigeria and expressed hope that its operations in the country will improve despite this case-specific penalty.
He added that while the authority commended the airline for complying with its sanction, the payment did not resolve all the issues arising from the incident, stressing that the timeframe for resolving the matter had already lapsed.
“The payment of sanction fines does not conclude the issues,” Achimugu said, adding that the NCAA would continue to follow through in the interest of protecting passengers and ensuring airlines respect their obligations.
The sanctions stem from a February 2025 incident in which Omisore accused Kenya Airways staff of mistreatment while on transit in Nairobi.
The case attracted wide public attention after a video surfaced showing a heated altercation between the passenger and airline staff at a transfer desk.
NCAA investigations later established that the airline was at fault for boarding Omisore out of Lagos despite knowing she lacked the required Schengen visa for her onward connection through Paris.
When the error was discovered in Nairobi, she was offered a rerouted flight to London but was told to endure an additional 10-hour wait after a 17-hour layover, without accommodation or care. The situation escalated after her requests were denied.
The NCAA had ordered Kenya Airways to issue a public apology, retract its “misleading” official statement about the incident, and compensate Omisore for the humiliation and hardship she suffered.
The airline has since apologised for its handling of the case and admitted fault, though the authority insists it will ensure full compliance with its directives.
Achimugu reaffirmed NCAA’s commitment to protecting passengers’ rights while holding airlines accountable. “We commend Kenya Airways for complying with the determination of the NCAA,” he said. “But this does not conclude the issues. We will follow through to the very end.”
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