NCAA probes Kenya Airways over ‘maltreatment’ of Nigerian passenger
The Nigerian Civil Aviation Authority (NCAA) has summoned Kenya Airways to explain a viral social media video showing a confrontation between a Nigerian passenger and airline staff at a transfer desk in Nairobi, Kenya.
The incident began when the airline accused the Nigerian passenger, Gloria Omisore, of misbehaving by throwing three used sanitary pads at Kenya Airways employees. In the video, Omisore is seen expressing frustration over what she described as inhumane treatment, citing a 17-hour layover and her health condition, including blood clot issues.
Omisore can be heard demanding a hotel room and sanitary towels, while claiming she was being mistreated. She says, “You will provide a sanitary towel. I am speaking to the Minister of Finance of Nigeria. I want a hotel, I need sanitary towel. You will give me food tonight. Very wicked set of people. 17 hours layover. I have blood clot issues.”
In the video, a Kenya Airways staff member responds, “You can never enter our aircraft again. What kind of mannerism is this? Call your president. We will give you nothing.”
READ ALSO: NCAA revokes licenses of 2 aviation operators over regulatory breaches
Following the video’s circulation, Michael Achimugu, the NCAA’s Director of Public Affairs & Consumer Protection, condemned the incident, emphasizing that there is no excuse for unruly passenger behavior but also criticizing the airline staff for their unprofessionalism. Achimugu confirmed that Kenya Airways had been summoned to meet with the NCAA on February 3, 2025, to address the issue, noting that the authority is dedicated to protecting passenger rights.
Kenya Airways responded to the situation by providing further context. The airline explained that Omisore, traveling from Lagos to Paris and Manchester, had arrived in Nairobi but was denied boarding due to not having a required SCHENGEN Visa for entry into the European Union. The airline offered her an alternative route via London to Manchester, which Omisore refused.
The airline clarified that it does not provide accommodation for passengers who are denied boarding due to visa issues, as it is the passenger’s responsibility to ensure they have the necessary documentation for travel. They also condemned Omisore’s actions, saying it was “distressing” that she resorted to throwing used sanitary pads at staff. The airline emphasized that they expect respectful interactions and have launched an investigation into the incident with the relevant authorities.
Kenya Airways concluded by reiterating their commitment to maintaining a safe and dignified environment for both employees and passengers.
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