The Nigerian Civil Aviation Authority (NCAA) has imposed sanctions on Kenya Airways following multiple violations of consumer protection regulations. The airline has been given seven days to compensate affected passengers, including Nigerian traveler Gloria Omisore, for incidents involving lost baggage, inadequate care, and misinformation regarding visa requirements.
In a notable incident, Ms. Omisore was stranded at Nairobi’s Jomo Kenyatta International Airport due to visa issues that were reportedly miscommunicated by the airline. During the ordeal, a Kenya Airways staff member dismissed her concerns, telling her to "call your president," a remark that drew widespread criticism. The NCAA condemned this behavior and demanded a public apology from the airline.
Despite initial apologies and admissions of fault, the NCAA noted that Kenya Airways failed to comply with directives to issue an updated statement reflecting the true events and to compensate the affected passengers within the stipulated 48-hour period. As a result, the NCAA has enforced penalties in accordance with its 2023 regulations, mandating the airline to pay refunds and compensation totaling 1,000 Special Drawing Rights (SDR) to the affected individuals within seven days.
Failure to comply with these directives will attract stiffer penalties. The NCAA has also announced plans to organize a retreat for all airlines operating in Nigeria to review Part 19 of the NCAA Regulations 2023, emphasizing the importance of adherence to consumer protection standards.