Ken Okeke
The Nigerian Civil Aviation Authority (NCAA) has asked Kenya Airways to issue apologies within 48 hours for the maltreatment of a Nigerian passenger, Gloria Omisore, in Nairobi.
Michael Achimugu, the NCAA Director of Public Affairs and Consumer Protection, disclosed the NCAA’s verdict on the incident on X on Tuesday.
He said the Kenya Airline admitted their fault when the NCAA summoned their officials which comprised its Country Manager, James Nganga; Station Manager, Eric Mukira; and Duty Manager, Ezenwa Ehumadu, over the incident. The airline team also agreed that the statement put out by them about the incident was not a true reflection of what really transpired.
Achimugu said the NCAA Consumer Protection Department has determined as follows “That Kenya Airways renders a public apology to the passenger and the NCAA.
That the airline issues an updated official statement that reflects the true events that happened in Nairobi. Ms Gloria did not refuse to fly to London as claimed in that statement.
The airline failed to admit that they permitted the passenger to purchase that ticket and that they failed to spot the problem from Lagos.
The statement also fails to inform the general public that the lady only became angry when she was asked to wait another 10 hours without accommodation and care. The Authority finds this very confusing and unacceptable. The airline will refund and compensate the passenger for the avoidable humiliation she has suffered and the threats to her job.
“Kenya Airways has asked for 72 hours to revert, but the authority has given the airline 48 hours. Truth should not be that hard to publish, given how hastily the misleading statement was put out there,” the NCAA said. Earlier in their statement, the Kenya Airline officials had claimed that that the passenger resorted to inappropriate behaviour by removing and throwing three used sanitary pads at its employees.
The guest was travelling from Lagos to Paris, and Manchester. On arrival in Nairobi for her connecting flight (Nairobi-Paris), it was discovered that she did not have a SCHENGEN Visa, which is a requirement for her to enter any European Union country. She was offered an alternative to travel through London and onward to Manchester, which she refused.
“Upon further investigation, we have established that the video does not provide full context. Unhappy with this option, the guest demanded accommodation, which Kenya Airways does not provide in cases where boarding is denied due to visa requirements. It is the responsibility of passengers to ensure they have the necessary documentation for their journey. In a distressing turn of events, the guest resorted to inappropriate behaviour by removing and throwing three used sanitary pads at our employees,” the Kenya Airline officials wrote.