Kenya Airways has pledged to resolve outstanding issues surrounding its recent operational failures, including the highly publicised maltreatment of Nigerian passenger, Gloria Omisore, within seven days. This commitment was made during a meeting with the Nigerian Civil Aviation Authority (NCAA) at its Abuja headquarters on Monday, June 17, 2025.
The engagement, led by senior officials of Kenya Airways and supported by the Kenyan High Commissioner to Nigeria, is part of broader efforts to mend diplomatic and commercial relations between the airline and Nigerian aviation authorities, following weeks of public backlash and regulatory sanctions.
The NCAA’s Director of Public Affairs and Consumer Protection, Michael Achimugu, confirmed the development, describing the meeting as “constructive.” According to him, the airline expressed genuine willingness to address all unresolved consumer protection issues in good faith.
“We had fruitful conversations, and the airline has asked for seven days to clear up all the grey areas and resolve the complaints. Let’s give them that time,” Achimugu said.
The controversy began in February 2025 when Nigerian passenger Gloria Omisore was flown from Lagos to Nairobi without a valid France transit visa for her connecting flight to Manchester, UK. The error resulted in an extended and traumatic layover: 17 hours in Nairobi and an additional 10 hours without proper accommodation or medical assistance — despite Omisore’s health condition.
Kenya Airways initially released a public statement denying any wrongdoing. However, the NCAA swiftly refuted the airline’s claims, accusing it of misinformation and negligence. The regulator summoned the airline’s Nigerian representatives and subsequently imposed a series of penalties.
On May 7, 2025, the NCAA sanctioned Kenya Airways for several consumer protection breaches:
Failure to provide necessary care and assistance,
Lack of clarity and enforcement in the terms of carriage,
Poor engagement with regulatory authorities,
Mishandling of passenger baggage and refund processes.
The NCAA ordered the airline to compensate each affected passenger — including Omisore — with 1,000 Special Drawing Rights (approximately $1,300), and gave the airline a seven-day deadline to comply with its directives. That timeline elapsed without full compliance, prompting this recent high-level dialogue.
The incident has stirred diplomatic concern between Nigeria and Kenya. Analysts say that Kenya Airways’ readiness to re-engage demonstrates awareness of Nigeria’s significance as a strategic market.
Aviation industry expert, Segun Awoniyi, noted that the issue should serve as a turning point for foreign airlines operating in Africa.
“This is a wake-up call. Airlines must be held accountable for how they treat African passengers. We are not second-class customers,” he said.
The situation has also reignited calls for Nigeria to accelerate reforms in its own aviation sector, including the strengthening of local carriers and enforcement of air passenger rights under the NCAA’s consumer protection framework.
As Kenya Airways works to rebuild public trust, the next seven days will be crucial. The NCAA has indicated that failure to comply within the new grace period may trigger additional regulatory action, including suspension of operational rights in Nigeria.
Meanwhile, Gloria Omisore and other affected passengers await long-overdue justice. Human rights groups and aviation watchdogs continue to monitor the airline’s response closely.
The NCAA has also hinted at developing stronger bilateral air service agreements that prioritize Nigerian passenger rights and prevent future diplomatic tensions arising from airline misconduct