The Nigerian Civil Aviation Authority (NCAA) has launched strict enforcement measures against Kenya Airways over repeated breaches of consumer protection regulations. The airline stands accused of multiple infractions, including its
failure to apologize, compensate, and refund a Nigerian passenger, Gloria Omisore, within the mandated 48-hour window.
Michael Achimugu, NCAA’s Director of Public Affairs & Consumer Protection, expressed frustration over the airline’s disregard for Nigerian aviation laws. He revealed that despite requesting an additional hour after the deadline, Kenya
Airways still failed to comply with the NCAA’s directives.
On Saturday, Achimugu, through a post on X, further disclosed that the airline had neglected to submit a compliance report regarding a flight delay of seven hours, during which passengers were not provided due compensation. When
confronted, the airline’s representatives allegedly feigned ignorance of NCAA regulations.
“It is inconceivable that an airline operating within Nigeria would claim unfamiliarity with the nation’s aviation laws,” Achimugu remarked, adding that the NCAA will be organizing a regulatory retreat to educate airlines on Part
19 of the NCAA Regulations 2023.
Achimugu also detailed how Kenya Airways mishandled Gloria Omisore’s travel ordeal. The airline admitted its failure to identify Omisore’s lack of a France transit visa before boarding her in Lagos. Consequently, she endured a
grueling 17-hour layover in Nairobi, followed by an additional 10-hour delay before she could continue her journey to the UK.
Despite her deteriorating condition and request for assistance, Omisore was reportedly subjected to poor treatment by airline staff. The NCAA refuted the airline’s initial public statement on the incident, dismissing it as misleading.
The agency had instructed Kenya Airways to issue a revised statement accurately reflecting the facts, a directive the airline failed to honor.
“The airline was given an opportunity to rectify its errors, but it chose not to. Instead, it allowed its initial deceptive statement to gain traction,” Achimugu stated.
Following the airline’s persistent non-compliance, the NCAA has now escalated its response. “We are initiating stringent enforcement action against Kenya Airways. The process will follow due legal procedure, and our legal department
has been put on notice,” Achimugu confirmed.
The controversy surrounding Omisore’s ordeal gained widespread attention after a video of her confrontation with Kenya Airways staff surfaced online. The clip, shared by Tunde Moshood, Special Adviser to the Minister of Aviation,
Festus Keyamo, sparked public outrage over the airline’s treatment of Nigerian passengers.
With the NCAA determined to hold Kenya Airways accountable, the enforcement action is expected to set a precedent for foreign airlines operating in Nigeria, reinforcing the need for compliance with consumer protection laws.
