Kenya Airways has issued an apology to the Nigerian Civil Aviation Authority (NCAA) and passenger Gloria Omisore following an incident that highlighted significant service shortcomings. The apology was tendered during a meeting in Abuja, where the airline acknowledged its role in the events that led to the passenger’s distress.
Background of the Incident
Gloria Omisore, a Nigerian national holding a British residence permit but lacking a Schengen visa, had booked a flight itinerary with Kenya Airways that included transit through Paris. Prior to her journey, she reportedly contacted the airline to confirm her eligibility to travel this route and was assured she met the necessary requirements. Based on this information, she proceeded with her travel plans.
Her inbound journey from Manchester to Lagos, transiting through Paris and Nairobi, proceeded without incident. However, during her return trip, the airline allowed her to board in Lagos without verifying the need for a transit visa for Paris. This oversight was only identified upon her arrival in Nairobi. To rectify the situation, Kenya Airways offered her a direct flight to London at no additional cost but required her to endure an additional 10-hour wait after an already lengthy layover. Exhausted and unwell, Omisore requested accommodation and care, which the airline denied, leading to a heated exchange between her and the airline staff.
Airline’s Initial Response and Subsequent Apology
In its initial statement, Kenya Airways claimed that Omisore became unruly after being denied boarding due to visa issues and alleged that she threw used sanitary pads at staff—a claim that has been widely reported but not independently verified. The airline maintained that it does not provide accommodation for passengers denied boarding over visa-related issues, emphasizing that it is the passenger’s responsibility to ensure proper travel documentation.
Following a thorough review and a meeting with NCAA officials, Kenya Airways retracted its earlier statements, admitting fault for allowing Omisore to board the flight from Lagos without the necessary transit visa. The airline’s representatives, including Country Manager James Nganga, Station Manager Eric Mukira, and Duty Manager Ezenwa Ehumadu, expressed regret over the incident and acknowledged the inaccuracies in their initial public communications.
NCAA’s Position and Directives
The NCAA, represented by Director of Consumer Protection and Public Affairs Michael Achimugu, expressed deep disappointment over the conduct of Kenya Airways staff during the incident. Achimugu highlighted the inappropriate behavior of the airline’s personnel, particularly remarks suggesting that the Nigerian government would not respond to complaints from its citizens. He emphasized the NCAA’s commitment to protecting the rights of all aviation stakeholders, including passengers and airlines, in accordance with civil aviation regulations.
The NCAA has directed Kenya Airways to issue a public apology to both Omisore and the authority. Additionally, the airline has been instructed to refund and compensate Omisore for the distress and inconvenience she endured due to the airline’s oversight. Initially, Kenya Airways requested 72 hours to respond, but the NCAA granted only 48 hours, stating that “truth should not be that hard to publish, considering how swiftly the misleading statement was released.”
Conclusion
This incident underscores the critical importance of airlines ensuring accurate information dissemination and upholding passenger rights. The prompt intervention by the NCAA highlights its role in safeguarding consumer interests within the aviation sector. As airlines navigate complex international regulations, meticulous attention to passenger documentation and transparent communication remain paramount to maintaining trust and ensuring safety.
