NCAA summons Kenya Airways’ acting station manager over ‘maltreatment’ of Nigerian passenger

The Nigeria Civil Aviation Authority (NCAA) has summoned Kenya Airways’ acting station manager over the “maltreatment” of a Nigerian passenger.

A video posted on Monday by Tunde Moshood, special adviser to the minister of Aviation, captured a verbal altercation between Kenya Airways staff at the transfer desk and a Nigerian passenger, identified as Omisore.

In the video, Omisore voiced her frustrations about the mistreatment of herself and other Nigerians by the airline personnel.

According to Moshood, the altercation occurred while Omisore was in Nairobi, Kenya, preparing for a connecting flight.

“Our attention has been drawn to several cases of inhuman treatments of Nigerian passengers in Nairobi by @KenyaAirways,” he said.

“A case of Ms. Omisore G. who flew from Manchester to Lagos, connecting-Man-CDG-NBO-LOS, only to be denied boarding in Nairobi on the 2nd leg of same ticket.”

Responding to Moshood via X, Kenya Airways said the passenger was denied boarding because it was discovered that she did not have a Schengen visa for France, which is a requirement to enter any European Union country.

In a statement, the airline explained that Kenya Airways offered an alternative route from London to Manchester, which Omisore declined, leading to a verbal altercation.

The airline also contended that the video did not show the full context of the incident, alleging that Omisore later engaged in inappropriate behaviour by throwing used sanitary pads at the airline’s staff.

“We strongly condemn such conduct. While we remain committed to delivering exceptional service, we expect all interactions to be based on mutual respect. Our employees deserve to work in a safe and dignified environment, and we do not tolerate any abuse from our employees or guests,” the airline said.

Kenya Airways added that Omisore requested accommodation after being denied boarding, but noted that it does not provide accommodation in cases of visa-related issues.

The airline noted that the incident has been reported and is under investigation by the relevant security agencies.

“The incident has been reported and is under investigation by the relevant security agencies. We are committed to taking the necessary steps to ensure the well-being and safety of our employees and guests at all times,” Kenya Airways said.

‘KENYA AIRWAYS HAS A HISTORY OF MISTREATMENT NIGERIANS’

In response to Kenya Airways, Michael Achimugu, director of public affairs at NCAA, said Kenya Airways allegedly has a history of mistreating Nigerians, including the agency’s staff.

Achimugu announced that the acting station manager of Kenya Airways in Lagos has been invited to a mandatory meeting today to review the incident and address the concerns raised by the authority.

He said Kenya Airways will be asked to provide CCTV footage to support its claims that Omisore threw the sanitary pads at its staff.

“I have advised the passenger that unruly behaviour is inexcusable at any airport and she can be blacklisted by the airline, and even pay fines. The NCAA does not condone unruly behaviour,” the director said.

“There is no basis to have tried to forcefully delete her video.

“You should not have allowed her to board your flight from Nigeria IF she was not qualified due to visa requirements. You issued her boarding passes and let her leave Lagos. She flew into Nigeria via your airline on the same route.

“She claims to have called the airline BEFORE paying for the ticket and she was told that she was qualified since she own a BRP.

“The statements made by your staff were inappropriate for someone in the industry. “Call your president,” insinuates a lot.

“You will be asked to provide CCTV footage showing that she threw her used sanitary towels AT your staff rather than place them on the table when asked by your personnel to provide evidence that she was bleeding.”

While the meeting was initially slated for 1pm, Achimugu said Kenya Airways has requested an extension to provide further details on the matter, with the NCAA granting the airline a 24-hour extension.

The director also confirmed that Omisore has safely boarded a Kenya Airways flight to Lagos and will be met by NCAA consumer protection officers upon her arrival at 10pm tonight.

“The Authority will meet with the passenger tomorrow to be advised on proper conflict resolution protocols per future flights. Regardless of extreme provocation from airline personnel, unruly behaviour is not permitted at the airport or on the aircraft,” he said.

“While we continue to speak against unruly passenger behaviour, the NCAA will always protect the rights of not just Nigerian citizens but all aviation stakeholders in general.

“Part 19 of the NCAA Regulations 2023 makes it very clear what should have been done in the circumstances.”

Achimugu said after the extension period, the meeting will proceed, or the authority will make a decision without any further input from the airline.

The director added that an update will be provided once the passenger arrives in Nigeria, followed by a final update after a decision has been made on the case.