Kenya Airways pays fine over consumer protection-related infractions in Nigeria

The Nigeria Civil Aviation Authority (NCAA) has disclosed that after a number of meetings, including a visit to the NCAA by the Kenyan High Commissioner to Nigeria and officials from the airline and JKIA, Kenya Airways has, on Wednesday 17/09/2025, paid the sanction fee as penalty for the Gloria Omisore and other consumer protection-related infractions.

Recalled that in February, Omisore had began a journey in Lagos (Nigeria), where she was traveling to Manchester (UK) via Nairobi (Kenya) and Paris (France). Her ticket covered all these legs of the journey, with Nairobi being the first stop on her connecting flight.

However, when she arrived at Nairobi’s transfer desk for the second leg of her flight from Nairobi to Paris, she was denied boarding.

The NCAA had then demanded the airline transport Omisore to her final destination within hours or face possible consequences

Kenya Airways had stated that Omisore was denied boarding on the second leg of her connecting flight in Nairobi over inability to provide a Schengen visa. She was then accused of throwing used sanitary pads on the airlines employee.

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The social media video showing a verbal exchange between the passenger and a Kenya Airways agent at the transfer desk in Nairobi (NBO) had since generated comments.

However, in a statement by Michael Achimugu, NCAA Director of Public Affairs & Consumer Protection, in his X account, he noted that the NCAA sanctions are not to punish operators, but to help improve their flight operations, especially with regards to safety and passenger handling protocols.

“Kenya Airways has a long-standing relationship with Nigeria and we look forward to improvements in their Nigeria operations. The sanctions do not diminish the positive aspects of the airline’s operations. This was a case-specific penalty.

“While commending the airline for complying with the determination of the NCAA, we must remind that the timeframe for the resolution of the cases for which this sanction was announced has since elapsed. Therefore, the payment of sanction fines does not conclude the issues,” Achimugu said.

He assured that the NCAA will follow through and is assuring both passengers and airlines of its commitment to protecting their rights and responsibilities.

Ifeoma Okeke-Korieocha

Ifeoma Okeke-Korieocha is the Aviation Correspondent at BusinessDay Media Limited, publishers of BusinessDay Newspapers. She is also the Deputy Editor, BusinessDay Weekender Magazine, the Saturday Weekend edition of BusinessDay. She holds a BSC in Mass Communication from the prestigious University of Nigeria, Nsukka and a Masters degree in Marketing at the University of Lagos. As the lead writer on the aviation desk, Ifeoma is responsible and in charge of the three weekly aviation and travel pages in BusinessDay and BDSunday. She also overseas and edits all pages of BusinessDay Saturday Weekender. She has written various investigative, features and news stories in aviation and business related issues and has been severally nominated for award in the category of Aviation Writer of the Year by the Nigeria Media Nite-Out awards; one of the Nigeria’s most prestigious media awards ceremonies. Ifeoma is a one-time winner of the prestigious Nigeria Media Merit Award under the 'Aviation Writer of the Year' Category. She is the 2025 Eloy Award winner under the Print Media Journalist category. She has undergone several journalism trainings by various prestigious organisations. Ifeoma is also a fellow of the Female Reporters Leadership Fellowship of the Wole Soyinka Centre for Investigative Journalism.