NCAA SANCTIONS KENYA AIRWAYS OVER PASSENGER RIGHTS VIOLATIONS

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Kenya Airways has been sanctioned by the Nigerian Civil Aviation Authority (NCAA) for violating consumer protection laws affecting three passengers.

The NCAA’s Director of Public Affairs and Consumer Protection, Michael Achimugu, made this claim in a statement on X.

“According to the NCAA, the sanctions stem from the airline’s failure to uphold several key obligations, including the NCAA has sent a letter of sanction to the operator, Kenya Airways, over the cases of Gloria Omisore and two other passengers.

“The penalties are for consumer protection-related infractions including right to care, failure to provide full disclosure of terms of carriage, failure to respond to the Authority’s request, failure to process refund and compensation, and lost baggage,” the statement read.

The letter outlined both financial penalties and specific remedial actions.

According to the agency, in addition to the fine in line with the NCAA Regulations 2023, the airline has seven days to pay the refunds and compensation of 1000 special drawing rights to the affected passengers, stressing that non-compliance will lead to more severe consequences.

“Failure to comply with the letter will attract stiffer penalties for the airline,” NCAA warned.

In February 2025, the Nigerian Civil Aviation Authority (NCAA) took enforcement steps against Kenya Airways after a high-profile incident involving Nigerian passenger Gloria Omisore.

The issue arose when Omisore was flown from Lagos to Nairobi without a valid French transit visa required for her connecting flight to Manchester, leaving her stranded in Nairobi for 17 hours, followed by another 10-hour delay.

Despite suffering from a medical condition, Omisore reportedly received inadequate support from the airline during her extended layover.

The NCAA criticized Kenya Airways for releasing a misleading statement about the incident, which the agency rejected.

According to NCAA spokesperson Achimugu, the airline was directed to revise its statement to accurately reflect the events, but has yet to comply.