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By Chinelo Obogo
Kenya Airways has paid the fine imposed on it by the Nigerian Civil Aviation Authority (NCAA) for consumer protection violations, including the case involving a Nigerian passenger, Gloria Omisore.
The sanction followed various complaints against the airline regarding passenger handling and operational lapses.
The NCAA had earlier faulted the airline for failing to meet consumer protection standards, held several meetings with Kenya Airways officials, including one attended by the Kenyan High Commissioner to Nigeria and representatives of Jomo Kenyatta International Airport (JKIA), before a resolution was reached.
The NCAA’s Director of Public Affairs and Consumer Protection, Mr. Michael Achimugu, confirmed the payment of the fine.
He, however, said that the sanctions were not punitive but corrective, aimed at ensuring higher standards of safety and improved passenger handling protocols.
“Kenya Airways has a long-standing relationship with Nigeria and we look forward to improvements in their operations within the country. The sanctions do not diminish the positive aspects of the airline’s services, but this was a case-specific penalty,” he said.
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He commended the airline for complying with the NCAA’s determination but said that the payment of the fine does not bring the matter to a close, as the timeframe for resolving the underlying issues had already elapsed.
Kenya Airways had in February 2025, issued an apology to the NCAA for the mistreatment of Ms. Omisore following a viral social media video showing a heated argument between the passenger and the airline’s staff at Jomo Kenyatta International Airport (NBO).
Daily Sun had reported at the time that Ms Omisore was traveling from Lagos to Manchester via Nairobi and Paris but upon arriving in Nairobi for her connecting flight to Paris, the airline discovered that she did not possess a Schengen Visa. Kenya Airways claimed on its X handle that it offered her alternative route through London to Manchester, but she declined. The airline also stated that it does not provide accommodation for passengers denied boarding due to visa issues.
Following the incident, Achimugu, summoned the airline’s country manager, James Nganga, who appeared at the agency’s Abuja office on Tuesday, February 4, along with the station manager, Eric Mukira and duty manager, Ezenwa Ehumadu.
During the meeting, it was established that Ms. Omisore had called Kenya Airways on December 7, 2025, to confirm her eligibility to fly the Manchester-Paris-Nairobi-Lagos route and despite informing the airline of her Nigerian nationality and British resident permit, she was told she was qualified without needing a Schengen Visa. This led her to purchase the ticket and fly the first leg of her journey without incident.
It was also established that the airline boarded and flew Ms. Omisore from Lagos to Nairobi, only to discover the visa issue upon her arrival in Nairobi. Kenya Airways then offered her a direct flight to London at no extra cost but required her to wait an additional 10 hours. It was also established that Ms. Omisore requested accommodation and care, which the airline denied and it then lead to an argument. During the meeting, the airline admitted that their official statement was misleading and acknowledged their fault in not identifying the visa issue earlier.
Achimugu said the Kenya Airways staff insulted the office of the President of Nigeria during the altercation, prompting the airline’s country manager to apologise for the outburst and stated that disciplinary measures would be decided by their bosses in Nairobi.
