NCAA demands Kenya Airways issue an apology and compensate Ms. Gloria Omisore for mistreatment during her Nairobi transit
The Nigeria Civil Aviation Authority (NCAA) is calling for Kenya Airways to issue a public apology and compensate Nigerian passenger, Ms. Gloria Ibukun (Omisore), following an incident of alleged mistreatment by the airline’s staff.
The request comes after a heated exchange was captured on video involving Omisore and Kenya Airways employees at Nairobi’s airport.
On Tuesday, February 4, 2025, a meeting was held to address the incident, with key representatives from Kenya Airways, including country manager James Nganga, station manager Eric Mukira, and duty manager Ezenwa Ehumadu, in attendance.
Michael Achimugu, NCAA’s director for consumer protection and public affairs, shared that Kenya Airways had apologised for its “faulty statement” after the meeting.
The controversy began when Tunde Moshood, special adviser to Nigeria’s Minister of Aviation, shared a video on social media showing Omisore’s verbal altercation with Kenya Airways staff.
The incident took place as Omisore was preparing to board a connecting flight in Nairobi.
In the video, Omisore expressed her frustration over being mistreated by the airline personnel.
Moshood clarified that Omisore had been denied boarding because she did not possess a Schengen visa, a requirement for entry to France and other EU countries.
However, Kenya Airways stated that the issue arose when it was discovered that Omisore lacked the necessary transit visa for the Paris leg of her journey.
Kenya Airways offered an alternative route to London, which Omisore declined, reportedly throwing used pads at staff before the argument escalated.
In response, Achimugu accused the airline of a pattern of mistreating Nigerian passengers, including its staff members.
The NCAA summoned Kenya Airways’ acting station manager to discuss the incident further.
During the meeting, Achimugu confirmed that Kenya Airways was responsible for allowing Omisore to board her flight without a Schengen visa.
He outlined that the passenger had contacted the airline prior to her travel on December 7, 2025, to confirm her eligibility to fly from Manchester to Paris and then on to Nairobi and Lagos.
Despite informing the airline that she was Nigerian and held a British resident permit but lacked a Schengen visa, she was assured that she could fly.
Achimugu revealed that it was based on this information that Omisore proceeded to purchase her ticket, with no issues during the initial stages of her journey.
However, the problem was only discovered after she had arrived in Nairobi, where Kenya Airways offered her a direct flight to London with an additional 10-hour layover.
Omisore, who was exhausted and bleeding, requested accommodation and care, but her demands were denied. This led to the verbal altercation.
Contrary to Kenya Airways’ official statement, which claimed that Omisore had simply refused the re-routing offer and threw pads at the staff, Achimugu emphasised that the issue stemmed from the airline’s failure to properly assess her visa situation before allowing her to fly.
The NCAA is demanding that Kenya Airways issue a public apology to both Omisore and the Nigerian authority, as well as a revised statement that accurately reflects the events that took place.
The new statement should clarify that Omisore did not refuse to fly to London and that the airline failed to spot the visa issue before the flight.
Additionally, the NCAA is insisting that the airline refund and compensate Omisore for the distress and inconvenience caused by the situation.
Achimugu stated, “There is no excuse for the airline’s mishandling of this issue or the unruly behaviour of its staff.”
Kenya Airways’ country manager, James Nganga, expressed disappointment over the actions of the staff involved, who reportedly insulted the office of the Nigerian president, claiming that the airline could mistreat Nigerians without facing consequences.
Nganga admitted that the official statement was inaccurate and apologised for the staff’s misconduct. However, he indicated that disciplinary action would be taken, with details to be determined by his superiors.
The NCAA has given Kenya Airways 48 hours to comply with its demands.
