The Nigeria Civil Aviation Authority (NCAA) has announced plans to take maximum enforcement action against Kenya Airways for multiple consumer protection violations.
The decision follows the airline’s handling of Nigerian passenger, Gloria Omisore, who was improperly boarded in Lagos without a required France transit visa, leading to a 17-hour layover in Nairobi.
She was later informed of an additional 10-hour wait before continuing her journey to the UK.
In a statement shared by the Director Public Affairs and consumer protection, NCAA, Michael Achimugu, the legal department of the NCAA has been put on notice.
In an earlier meeting, the Kenya Airways’ Country Manager in Nigeria, James Nganga, had admitted that Omisore was wrongly boarded and that staff misconduct in Nairobi violated airline policy.
However, despite NCAA’s directive, the airline refused to update its misleading public statement on the incident.
The NCAA also cited other infractions, including failure to compensate passengers for a seven-hour flight delay and unresolved issues regarding lost baggage and unpaid refunds.
The Director noted that as part of its response, NCAA is organising a compliance retreat for all airlines operating in Nigeria to discuss and forestall such incidents.
