
The airline assured her she was qualified to travel. Based on this confirmation, she purchased her ticket and completed the inbound journey without issue.
Kenya Airways failed to verify a passenger’s Schengen visa before boarding her in Lagos as admitted by the airline. This oversight led to a distressing ordeal for Nigerian passenger Gloria Omisore, sparking outrage and prompting intervention by the Nigeria Civil Aviation Authority (NCAA).
The NCAA summoned Kenya Airways officials to a meeting at its Abuja headquarters to address the airline’s role in the incident. Michael Achimugu, NCAA’s Director of Public Relations and Consumer Protection, chaired the session and held the airline accountable for its failure to enforce travel regulations.
Failure to Verify Travel Documents
Ms. Omisore, a Nigerian citizen with a British residence permit but no Schengen visa, contacted Kenya Airways on December 7, 2025, to confirm her eligibility to travel on her ticketed route.
However, on her outbound flight, Kenya Airways failed to verify her Schengen visa status before boarding her in Lagos. The mistake became evident only when she arrived in Nairobi, where authorities denied her access to her connecting flight to Paris.
“Kenya Airways has requested 48 hours to verify the call logs confirming this conversation. However, they have admitted that, regardless of prior communication, it was their responsibility to verify visa requirements before boarding her in Lagos,” Achimugu stated.
Passenger Stranded Due to Airline’s Error
After the error was discovered, Kenya Airways offered Ms. Omisore a direct flight to London at no extra cost. However, this option required a 10-hour wait, following the 17-hour layover she had already endured. Ms. Omisore, visibly exhausted and experiencing severe discomfort, requested accommodation and medical care due to the airline’s mistake.
Instead of addressing her concerns, airline staff dismissed her request and engaged in an argument. This contradicted Kenya Airways’ earlier public statement, which falsely claimed she rejected assistance and became disruptive.
“Kenya Airways has now admitted that their initial statement was misleading. They have also acknowledged that their staff failed to handle the situation with professionalism and empathy,” Achimugu confirmed.
Regulatory Oversight and Airline Responsibility
NCAA regulations require all airlines in Nigeria to have dedicated customer relations desks with trained personnel to prevent such incidents. Achimugu emphasized that had Kenya Airways complied with this rule, the situation would not have escalated.
“This case highlights the importance of adhering to aviation regulations. Airlines must verify passenger documents before boarding and handle disputes with professionalism,” he stated.
Disrespectful Conduct by Airline Staff
Beyond the visa oversight, the incident also exposed troubling behavior from Kenya Airways staff. During the dispute, an employee made disrespectful remarks about the Nigerian presidency, implying that Nigerians could be mistreated without consequence.
“I expressed deep disappointment at this conduct and questioned whether such behavior reflects Kenya Airways’ corporate culture. The airline’s Country Manager condemned the remarks and apologized,” Achimugu noted.
When asked about disciplinary action, the airline stated that its headquarters in Nairobi would decide the outcome.
Next Steps and Industry Reforms
Kenya Airways has committed to improving its internal processes and complying with NCAA regulations. The airline has also promised to provide a detailed report on disciplinary measures taken against staff involved.
“We will closely monitor this case to ensure accountability and prevent a recurrence. Passenger rights must be protected, and airlines must maintain the highest service standards,” Achimugu concluded.
This incident underscores the importance of regulatory oversight in passenger protection. The NCAA has reaffirmed its commitment to holding airlines accountable for procedural lapses and poor customer service.