The Nigerian Civil Aviation Authority (NCAA) has issued a formal letter of sanction to Kenya Airways following multiple violations of consumer protection regulations involving three passengers, including Gloria Omisore. The Director of Public Affairs and Consumer Protection of the NCAA, Michael Achimugu, announced this on his official X account.
The sanctions stem from the airline’s failure to uphold several key obligations, including the right to care, failure to provide full disclosure of terms of carriage, failure to respond to the Authority’s request, failure to process refund and compensation, and lost baggage. “The NCAA has sent a letter of sanction to the operator, Kenya Airways, over the cases of Gloria Omisore and two other passengers,” Achimugu stated.
The NCAA has imposed financial penalties and specific remedial actions on Kenya Airways. “In addition to the fine in line with the NCAA Regulations 2023, the airline has seven days to pay the refunds and compensation of 1000 special drawing rights to the affected passengers,” the authority said. Failure to comply will lead to more severe consequences, as the NCAA warned, “Failure to comply with the letter will attract stiffer penalties for the airline.”
The incident involving Gloria Omisore occurred in February 2025, when she was flown from Lagos to Nairobi without the necessary France transit visa for her onward journey to Manchester. This oversight led to her being stranded in Nairobi for a 17-hour layover, followed by an additional 10-hour wait. Omisore, who was experiencing a medical condition, requested care but was reportedly met with inadequate assistance from the airline staff.
Quote Highlights
- “The NCAA has sent a letter of sanction to the operator, Kenya Airways, over the cases of Gloria Omisore and two other passengers.”
- “The penalties are for consumer protection-related infractions including right to care, failure to provide full disclosure of terms of carriage, failure to respond to the Authority’s request, failure to process refund and compensation, and lost baggage.”
- “In addition to the fine in line with the NCAA Regulations 2023, the airline has seven days to pay the refunds and compensation of 1000 special drawing rights to the affected passengers.”
- “Failure to comply with the letter will attract stiffer penalties for the airline.”