Kenya Airways has a history of failing to meet NCAA’s consumer protection regulations. It has not resolved numerous passenger refunds, ignored lost baggage complaints, and repeatedly disregarded its obligations.
BY ANTHONY OMOH
The Nigeria Civil Aviation Authority (NCAA) will impose strict penalties as NCAA to enforce sanctions on Kenya Airways for repeated consumer protection violations. These infractions include mishandling Nigerian passenger Gloria Omisore, issuing misleading statements, and disregarding NCAA regulations. NCAA’s legal department has been notified to initiate enforcement, according to Michael Achimugu, NCAA’s Director of Public Relations and Consumer Protection.
Kenya Airways’ Infractions and Misleading Statements
Kenya Airways mishandled passenger Gloria Omisore, who was wrongfully boarded from Lagos without a required France transit visa. The mistake led to a distressing 17-hour layover in Nairobi and an additional 10-hour wait before her UK flight.
Despite her urgent need for medical assistance, Kenya Airways staff failed to provide adequate support. Contrary to the airline’s official statement, Omisore was neither unruly nor rude. Instead, frustration grew due to the airline’s failure to offer proper accommodation.
NCAA presented the airline with the facts and demanded a public correction of its misleading statement. However, Kenya Airways refused to comply. Instead, it circulated false claims that Omisore rejected a flight to London—statements even its Country Manager, James Nganga, contradicted.
In a widely shared video, airline staff were seen shouting at Omisore, behavior Nganga later admitted violated company policy.
Failure to Comply with NCAA Directives
NCAA gave Kenya Airways 48 hours to issue a public apology, correct its statement, and compensate Omisore. The airline failed to meet the deadline, requesting an extension but still not complying. Additionally, it ignored directives to submit a compliance report on a separate seven-hour flight delay without passenger compensation.
Repeated NCAA Regulation Violations
Kenya Airways has a history of failing to meet NCAA’s consumer protection regulations. It has not resolved numerous passenger refunds, ignored lost baggage complaints, and repeatedly disregarded its obligations.
On Thursday, the airline failed to submit a compliance report for a seven-hour flight delay without compensation. When questioned, its representatives claimed ignorance of NCAA regulations—an unacceptable excuse for an international carrier.
NCAA’s Enforcement and Compliance Training
To prevent further violations, NCAA will hold a regulatory retreat for all airlines operating in Nigeria. The training will ensure strict adherence to Part 19 of NCAA Regulations 2023.
“NCAA gave Kenya Airways a chance to correct its mistakes, but it failed,” Achimugu stated. “NCAA will enforce sanctions as Kenya Airways failed to comply with regulations.”
With these measures, NCAA aims to uphold passenger rights and enforce compliance across all airlines in Nigeria.
