Nigerian Civil Aviation Authority, NCAA, yesterday gave Kenya Airways 48 hours to apologise for the maltreatment of a Nigerian passenger, Gloria Omisore, in Nairobi.
Director of Public Affairs and Consumer Protection at NCAA, Mr Michael Achimugu, who disclosed this yesterday, said having summoned the airline over the incident, its team, comprising the Country Manager, James Nganga; Station Manager, Eric Mukira and Duty Manager, Ezenwa Ehumadu, admitted fault.
According to him, the airline’s team also agreed that the statement put out by them about the incident was not reflective of the facts of the matter.
Revealing the NCAA’s verdict over the incident on X, Achimugu stated: “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.
“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.”
Recall that Kenya Airways had routed Omisore to travel from Nigeria through Nairobi, Paris and then to Manchester, the same route she had followed into the country.
As Omisore was returning to Manchester, Kenya Airways, however, abandoned her in Nairobi upon claims that she didn’t have a Schengen visa, leading to a heated exchange of words between her and the airline’s official.
The video of the verbal altercation seen by Vanguard showed Omisore complaining about inhuman treatment by the airline, lamenting that she was not adequately taken care of, despite a 17-hour layover.
In the footage, Omisore said: “You will provide a sanitary towel. I am speaking to the Minister of Finance of Nigeria. I want a hotel, I need a sanitary towel. You will give me food tonight. Very wicked set of people. 17 hours layover. I have blood clot issues.”
However, a Kenya Airways staff was seen telling Omisore: “You can never enter our aircraft again. What kind of mannerism is this? Call your president. We will give you nothing.”
Clarifying the incident after the NCAA summoned the airline to its headquarters in Abuja, Kenya Airways claimed that Omisore resorted to inappropriate behaviour by removing and throwing three used sanitary pads at its employees.
The statement read: “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.”
