NCAA Sanctions Kenya Airways Over Passenger Rights Violations
The Nigerian Civil Aviation Authority (NCAA) has issued a formal sanction against Kenya Airways over multiple breaches of consumer protection regulations, including its handling of a high-profile incident involving Nigerian passenger Gloria Omisore.
The announcement was made by the Director of Public Affairs and Consumer Protection, Michael Achimugu, via his official X (formerly Twitter) account on Wednesday night. He confirmed that a letter of sanction had been sent to the airline, citing several failures in upholding passenger rights.
According to the NCAA, the airline violated key obligations, including the right to care, failure to fully disclose terms of carriage, non-responsiveness to regulatory inquiries, failure to process refunds and compensation, and mishandling of baggage. These issues involved three passengers, including Omisore, and have been under investigation since early 2025.
The NCAA’s sanction letter outlines both financial penalties and specific remedial actions that Kenya Airways must take. The airline has been given seven days to issue refunds and pay compensation valued at 1,000 Special Drawing Rights (SDRs) to each of the affected passengers. The authority has made it clear that failure to comply will lead to stiffer penalties.
This enforcement action stems from a widely publicized case in February 2025, when Gloria Omisore was flown from Lagos to Nairobi without the necessary transit visa for her onward journey to Manchester via France. As a result, she was left stranded in Nairobi for a total of 27 hours, including a 17-hour layover and an additional 10-hour wait.
During this time, Omisore, who was experiencing a medical condition, reportedly requested assistance but received inadequate support from Kenya Airways staff. The incident drew widespread attention on social media and was condemned by consumer rights advocates.
Further compounding the issue, Kenya Airways released a public statement on the matter which the NCAA found to be misleading. Achimugu noted that the airline was instructed to correct the statement and align it with the facts of the case, but it has yet to do so.
The NCAA’s action reinforces its commitment to enforcing passenger rights and holding airlines accountable for their obligations under the NCAA Regulations 2023. The regulatory body urged all operators to prioritize transparency, responsiveness, and care in their dealings with customers.
