The Nigerian Civil Aviation Authority (NCAA) has imposed sanctions on Kenya Airways for multiple violations of consumer protection regulations, including the mistreatment of three passengers—most notably Nigerian traveler Gloria Omisore.
In a press statement issued by Michael Achimugu, NCAA’s Director of Public Affairs and Consumer Protection, the agency cited infractions ranging from failure to provide care and inadequate disclosure of travel terms to non-responsiveness to regulatory queries, denial of refunds and compensation, and mishandling of lost baggage.
The NCAA, invoking the 2023 Consumer Protection Regulations, has levied a financial penalty against the airline and ordered it to pay compensation amounting to 1,000 Special Drawing Rights (SDRs)—equivalent to over $1,300 USD per passenger—within seven days. In addition, the affected individuals are to receive full refunds for their disrupted journeys.
Should the airline fail to comply, the NCAA warned, “stiffer penalties will follow.”
The sanctions stem from a high-profile incident involving Ms. Omisore, who was denied appropriate assistance during a chaotic itinerary. According to the NCAA, Kenya Airways failed to recognize that she lacked a France transit visa before flying her from Lagos to Nairobi—resulting in a 17-hour layover in Kenya, followed by an additional 10-hour wait before onward travel to the UK.
During that extended wait, Omisore—who reportedly needed medical attention and basic hygiene facilities—was denied adequate care. NCAA investigators found no evidence of unruly conduct by the passenger, contrary to what Kenya Airways claimed in its earlier public statements.
“The airline’s handling of the situation was unacceptable,” said Achimugu. “We reviewed their official statement and found it to be misleading and evasive. Rather than issue a correction, Kenya Airways doubled down and allowed its version to circulate unchecked.”
Earlier in February, the NCAA had announced it was initiating “maximum enforcement action” against the carrier for a series of unresolved consumer complaints. The case involving Omisore was a flashpoint. The airline was given 48 hours to respond, during which it requested a one-hour extension. Even after that, it still failed to meet the authority’s demands.
Additionally, Kenya Airways is accused of neglecting to submit a compliance report for a separate incident involving a seven-hour flight delay, for which no compensation was issued to affected travelers.
Comparatively, aviation regulators in countries like South Africa and Ghana have recently tightened enforcement of passenger rights, placing carriers under increased scrutiny for service failures. Nigeria’s NCAA, under its current leadership, appears to be following suit—making consumer protection a top priority.
This latest action signals a tougher stance from the NCAA, aiming to set a precedent for accountability and responsible airline conduct in the region’s aviation sector.
