The Nigeria Civil Aviation Authority (NCAA) has officially sanctioned the East African carrier, Kenya Airways, for breaching passenger rights. A letter of sanction dated May 7, 2025, was issued to the airline operator following reported infractions involving three affected travelers, including one identified as Gloria Omisore. These breaches raise concerns over persistent non-compliance with Nigeria’s consumer protection framework.
The sanctions imposed stem from Kenya Airways’ alleged violations concerning right to care, lack of full disclosure on terms of carriage, and its failure to respond to official correspondence. Further issues include delays in processing refunds and compensations, as well as mishandled baggage claims. These are seen as direct contraventions of the Nigeria Civil Aviation Regulations (Nig. CARs) 2023 Part 19, which outlines passenger entitlements and operator responsibilities.
According to the NCAA, the affected passengers are entitled to a refund and compensation amounting to 1,000 Special Drawing Rights (SDR) each. The authority has given Kenya Airways seven days from the issuance date to fulfill all refund and compensation obligations. NCAA warned that continued defiance could result in additional penalties, which may include suspension of flight approvals or further regulatory action.
Director General Nigeria Civil Aviation Authority, Captain Chris Najomo, emphasized the agency’s zero tolerance for mistreatment of passengers, stating that every airline must abide by existing passenger protection laws in the country. He reiterated the authority’s commitment to enforcing fair treatment and ensuring that airlines operating in Nigeria do not trample on the rights of travelers.
This development comes after months of friction between the Nigerian regulator and the airline. Previously, the NCAA had queried Kenya Airways on several complaints without receiving satisfactory feedback. Inconsistent customer service and delayed refunds have long been part of the grievances expressed by Nigerian passengers flying the airline.
In January, Kenya Airways was cautioned over recurring issues tied to its Lagos operations, particularly regarding prompt baggage delivery and poor communication with passengers. That warning has now escalated into this formal sanction.
The Kenya Airways passenger rights saga highlights ongoing regulatory challenges between African carriers and Nigerian aviation authorities. Although efforts have been made to address the matters diplomatically, NCAA’s latest action signals a turning point toward stricter enforcement.
Passengers are encouraged to lodge formal complaints whenever they feel aggrieved. The NCAA’s consumer protection unit remains open for petitions and is mandated to hold airlines accountable.
