Nigeria Demands Public Apology, Refund, Compensation For Passenger ‘Humiliated By Kenya Airways Agent’

Kenya Airways has been directed to issue a public apology and refund passenger Gloria Omisore after an investigation by the Nigerian Civil Aviation Authority (NCAA) found the airline at fault in a recent travel dispute.

In a meeting held on Tuesday, February 4, 2025, at the NCAA’s Abuja office, Michael Achimugu, NCAA Director for Consumer Protection and Public Affairs, addressed representatives from the airline, including its Country Manager, James Nganga.

Achimugu explained the findings of the investigation into the case, which stemmed from Omisore’s call to Kenya Airways on December 7, 2025.

She had sought confirmation on whether she was eligible to fly from Manchester to Paris, Nairobi, and Lagos.

Despite informing the airline she held a British resident permit but lacked a Schengen visa, the airline assured her she could proceed.

“The airline has asked for time to check their recorded call log and confirm if that call actually happened. They have been granted 48 hours to do so,” he said.

The incident escalated when Omisore was flown out of Lagos without being informed she needed a transit visa for Paris.

This error, which was discovered only in Nairobi, led to further confusion. Kenya Airways offered her an alternative flight to London with an additional 10-hour wait and 17-hour layover, but Omisore, feeling unwell and exhausted, requested accommodation and care.

“Their team has apologized for the obfuscation of facts in that statement. They have also admitted that, phone call or not, it was the fault of the airline not to have discovered the problem before airlifting the passenger from Lagos,” Achimugu added.

The NCAA also voiced concern about Kenya Airways’ treatment of Omisore, particularly the lack of care when she was denied accommodation and support.

The incident was exacerbated by an inaccurate statement from the airline, which had wrongly claimed that Omisore refused to accept the re-routing and began throwing pads.

The NCAA emphasized the importance of the airline adhering to customer relations regulations, which require airlines to have dedicated officers for customer complaints.

Achimugu condemned the airline’s poor handling of the situation, as well as the staff’s disrespectful behaviour towards Nigerian authorities.

In response to the findings, the NCAA demanded that Kenya Airways issue a public apology, clarify the facts surrounding the event in an updated statement, and compensate Omisore for the distress and humiliation caused.

He said, “The NCAA Consumer Protection Department thereby 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.

“That the airline will refund and compensate the passenger for the avoidable humiliation she has suffered and the threats to her job.”