The Nigerian Civil Aviation Authority (NCAA) has penalized Kenya Airways for multiple breaches of passenger rights involving three travelers, including Nigerian citizen Gloria Omisore.
Michael Achimugu, Director of Public Affairs and Consumer Protection at the NCAA, disclosed the development in a post on his official X (formerly Twitter) account on Wednesday night.
According to him, the airline was found guilty of several consumer protection violations, including denial of care, failure to fully disclose travel terms, refusal to respond to regulatory inquiries, delay in processing refunds and compensation, and loss of passenger baggage.
A formal sanction letter was issued, outlining financial penalties and remedial measures. The NCAA directed the airline to refund affected passengers and pay compensation of 1,000 Special Drawing Rights (SDR) each within seven days, in accordance with NCAA Regulations 2023.
The authority warned that failure to comply would result in harsher sanctions.
This follows a February 2025 incident involving Omisore, who was flown from Lagos to Nairobi without a required transit visa for France, preventing her from continuing her journey to Manchester. She was left stranded in Nairobi for 17 hours, followed by a further 10-hour delay. Despite her medical condition, Omisore alleged she received little to no assistance from the airline’s staff.
The NCAA criticized Kenya Airways for issuing a misleading statement regarding the situation and instructed the airline to correct it. However, the agency noted that the directive has so far been ignored.
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