Federal Government Summons Kenya Airways Over Alleged ‘Maltreatment’ of Nigerian Passenger

The Nigerian Civil Aviation Authority (NCAA) has summoned Kenya Airways to answer for a heated confrontation between one of its staff members and a Nigerian passenger, which was captured in a viral video. The incident occurred at the airline’s transfer desk at Nairobi’s airport and has sparked widespread criticism.

Kenya Airways accused the Nigerian passenger, Gloria Omisore, of inappropriate behavior, claiming she threw three used sanitary pads at their employees during the altercation. Omisore, who was traveling from Lagos to Nairobi, Paris, and Manchester, had a 17-hour layover in Nairobi, which she described as inhumane.

In the video, Omisore can be seen voicing her frustrations over the lack of adequate care during the long layover, particularly her need for sanitary pads. She is heard saying, “You will provide a sanitary towel. I am speaking to the Minister of Finance of Nigeria. I want a hotel, I need sanitary towel. You will give me food tonight. Very wicked set of people. 17 hours layover. I have blood clot issues.”

In response, a Kenya Airways staff member is seen telling Omisore, “You can never enter our aircraft again. What kind of mannerism is this? Call your president. We will give you nothing.”

Following the release of the video, the NCAA’s Director of Public Affairs & Consumer Protection, Michael Achimugu, condemned both the passenger’s and the airline’s actions. Achimugu stated, “There is no excuse for unruly passenger behavior. The airline staff were unprofessional. The airline must bear responsibility for what has happened to this passenger. The NCAA refers Kenya Airways to Part 19 of the NCAA Regulations 2023 and has summoned the airline to its headquarters in Abuja on Monday, February 3, 2025. The authority is committed to protecting the rights of all stakeholders.”

In a statement clarifying its position, Kenya Airways explained that Omisore, traveling from Lagos to Paris and Manchester, was denied boarding in Nairobi due to the lack of a Schengen visa, which is required for entry into the European Union. The airline offered her an alternative route via London to Manchester, which she refused.

Kenya Airways also emphasized that they do not provide accommodation when boarding is denied due to visa issues, stating, “It is the responsibility of passengers to ensure they have the necessary documentation for their journey.”

The airline further condemned Omisore’s actions, claiming she became upset when denied accommodation and resorted to throwing the used sanitary pads at staff members. “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 airline stated.

The incident is currently under investigation by relevant security agencies, and Kenya Airways affirmed their commitment to ensuring the safety and well-being of both employees and passengers.