The Nigeria Civil Aviation Authority and Kenya Airways are currently exchanging words over claims of mistreatment of a passenger named Ms. Gloria Ibukun, who was traveling from Lagos’ Murtala Muhammed Airport to Manchester, United Kingdom.
A heated dispute between the Nigerian passenger and airline representatives at the transfer station in Nairobi was captured on camera, according to a source.
According to reports, the traveler entered the nation via the airline’s scheduled connecting flights.
Punch claims that Kenya Airways took her the exact route she had used to enter Nigeria, taking her from there to Manchester via Paris, Nairobi, and then back to Nigeria. However, the airline dropped her off in Nairobi on the way back to Manchester, claiming she lacked a Schengen visa.
On Monday, the NCAA spokesman stated via his X account that there will be repercussions if Kenya Airways declined to transport the traveler to her destination.
“If Ms Gloria Ibukun Omisore is not airlifted safely to her final destination within a couple of hours, there will be ramifications. There are limits that must not be crossed, and in 2025, you will treat Nigerian passengers better.”
Achimugu warned the traveler to avoid violence while highlighting the unprofessional behavior of the airline workers. She said, “I have advised the passenger that unruly behavior is inexcusable at any airport, and she can be blacklisted by the airline and even pay fines. The NCAA does not condone unruly behaviour.”
Achimugu added, “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, but she was told that she was qualified since she owns a BRP. The statements made by your staff were inappropriate for someone in the industry. “Call your president,” insinuates a lot.
Kenya Airways responded by saying that the passenger was given the option to go via London and then Manchester, but the individual declined.
According to the airline’s statement on its X account, the passenger asked for accommodations after rejecting the airline’s offer, “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 behavior by removing and throwing three used sanitary pads at our employees.
“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 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.”
