The NCAA has summoned the manager of Kenya Airways for allegedly mistreating a Nigerian passenger

The NCAA has called in Kenya Airways’ management to look into the airline’s behavior and require CCTV video for alleged maltreatment of a Nigerian passenger.

Due to allegations of harassment of a Nigerian passenger, Omisore G., at Jomo Kenyatta International Airport in Nairobi, the Nigeria Civil Aviation Authority (NCAA) has called in Kenya Airways’ acting station manager in Lagos. 

Omisore and Kenya Airways employees got into a violent argument at the airline’s transfer counter, as shown in the widely shared video that was uploaded by Tunde Moshood, the Minister of Aviation’s special assistant. Omisore complained about how she and other Nigerian travelers were allegedly treated. 

Moshood said on X, “Many instances of inhumane treatment of Nigerian passengers in Nairobi by @KenyaAirways have come to our attention.” The case of Ms. Omisore G., who took a flight from Manchester to Lagos with the connections Man-CDG-NBO-LOS, and was refused boarding for the second leg of the same ticket in Nairobi. 

According to Kenya Airways’ response to the accusations, Omisore was refused boarding as she lacked the Schengen visa for France, which is necessary for travel within the nation. 

There was an altercation when she refused the airline’s offer of an alternate route that went through Manchester and London, according to the airline. 

According to a statement from the airline, Omisore also acted inappropriately during the altercation. 

“Such behavior is highly condemned by us. We want all interactions to be founded on mutual respect, even as we continue to be dedicated to providing outstanding service. 

We do not accept any abuse from our employees or visitors, and we believe that our workers should be able to work in a secure and respectable workplace,” the airline stated. 

Kenya Airways added that Omisore asked for housing after being turned away from the aircraft, but the airline does not offer accommodations when there are visa-related problems. 

The appropriate security authorities have received reports of the occurrence and are looking into it. The statement stated, “We are dedicated to taking the required actions to guarantee the health and safety of our staff and visitors at all times.” 

Following the incident, Michael Achimugu, the NCAA’s Director of Public Affairs, lashed out at Kenya Airways, claiming that the company had a history of mistreating Nigerians, including NCAA employees. 

Achimugu declared that the acting station manager of Kenya Airways in Lagos has been called to a required meeting to discuss the occurrence and the issues brought up by the aviation regulator. He said that in order to prove that Omisore hurled a dirty sanitary pad at its employees, the airline has to provide CCTV evidence. 

“I have informed the traveler that disruptive conduct is unacceptable at any airport and that she may face penalties and even airline blacklisting. Achimugu stated, “Unruly behavior is not tolerated by the NCAA.”

There is no justification for attempting to forcibly remove her video. If she was ineligible for your flight from Nigeria because of the visa rules, you shouldn’t have let her on. You gave her boarding papers and let her to depart Lagos. She took your airline’s flight into Nigeria over the same route. 

Before paying for the ticket, she allegedly phoned the airline and was informed that she was eligible since she had a BRP [Biometric Residence Permit]. 

Achimugu also denounced remarks made by Kenya Airways employees during the struggle. 

The remarks made by your employees were unsuitable for a member of the industry. He said, “Call your president.” That implies a lot. 

Originally set for 1 p.m., the meeting with Kenya Airways was postponed until further information could be provided. The NCAA extended it by 24 hours. 

Omisore has safely boarded a Kenya Airways aircraft to Lagos, where she will be met by NCAA consumer protection agents at 10 p.m., according to Achimugu. 

The passenger and the Authority will meet tomorrow to discuss appropriate conflict resolution procedures for next flights. “Unruly behavior is not permitted at the airport or on the aircraft, regardless of the severity of the provocation from airline personnel,” he stated. 

“The NCAA will always defend the rights of not only Nigerian nationals but all aviation stakeholders in general, even as we continue to speak out against problematic passenger behavior. What should have been done under the circumstances is made very explicit in Part 19 of the NCAA Regulations 2023. 

According to Achimugu, the discussion with Kenya Airways would either continue beyond the extended time or the authority will decide without consulting the airline any further. After the matter is resolved, a final update will be sent.