NCAA Gives Kenya Airways 7 Days Ultimatum To Refund Three Customers for Violating Their Rights

• The Nigeria Civil Aviation Authority has finally issued a penalty on Kenya Airways over the February incident with Gloria Omisore
• The passenger was flown out of Nigeria to Nairobi, where she was prevented from proceeding on her journey and delayed for 18 hours
• A video went viral showing a heated argument between the staff of the airline and the frustrated passenger

Legit.ng journalist Ruth Okwumbu-Imafidon has over a decade of experience in business reporting across digital and mainstream media.

In February 2025, a video surfaced on the internet depicting a confrontation between a Kenya Airways staff member and a passenger at Nairobi Airport.

The passenger, identified as Gloria Omisore, was reportedly stranded at Nairobi Airport for over 18 hours due to unresolved visa issues, preventing her from continuing her journey.

In the video, she expressed frustration over the airline’s alleged maltreatment of Nigerian travellers, including herself.

Her demands for accommodation and other necessities from the airline staff at the transfer desk led to the altercation, which later went viral.

In the aftermath of the event, the Nigeria Civil Aviation Authority (NCAA) summoned the representative of Kenya Airways to a dialogue with the aggrieved passenger, where the facts of the case were established.

Following the incident, the NCAA issued a directive to the airline to retract its previous statement, deemed false, and issue a public apology to the affected passenger.

NCAA finally sanctions Kenya Airways

The NCAA announced that it has finally sanctioned Kenya Airways for violating consumer protection laws.

The sanction was linked to the incident with Gloria Omisore and similar incidents with two other passengers.

A statement posted on X on Wednesday, May 7, 2025, showed that a sanction letter had been issued against the airline.

The statement signed by Michael Achimugu, NCAA’s director of public affairs and consumer protection, read;

“Today, May 7, 2025, the NCAA has sent a letter of sanction to the operator, Kenya Airways, over the cases of Gloria Omisore and two other passengers.

“The penalties are for consumer protection-related infractions, including right to care, failure to provide full disclosure of terms of carriage, failure to respond to the Authority’s request, failure to process refund and compensation, and lost baggage.”

The statement ordered the airline to effect a refund to the passengers and compensate them with 1,000 special drawing rights within the next seven days.

This is in addition to a fine that the airline has to pay to the NCAA. Achimugu stressed that failure to comply would attract stiffer penalties after the ultimatum expires.

NCAA directs Kenya Airways, others on full disclosure

Legit.ng earlier reported that the NCAA mandated airlines to take full responsibility for disclosing all the requirements to passengers.

The NCAA declared that the airline must inform the passenger of travel requirements before leaving Nigeria, rather than allowing them to get stranded in foreign countries.

The NCAA announced that there would be stiff penalties for the airlines that go ahead to sell tickets to passengers without informing them.

Source: Legit.ng