The Nigerian Civil Aviation Authority (NCAA) has summoned Kenya Airways to its Abuja headquarters over the handling of a Nigerian passenger, citing unprofessional conduct and aviation law infractions.
Michael Achimugu, Director of Public Affairs and Consumer Protection, remarked that the airline must accept responsibility for the occurrence and provide an explanation for its conduct.
The NCAA has also invited Kenya Airways’ Acting Station Manager in Lagos to a mandatory meeting at 1 p.m. today.
Achimugu underlined the lengthy history of mistreatment Nigerian passengers, including NCAA staff, had encountered from the airline.
He pointed out that the airline should not have permitted the passenger to board in Nigeria if she was not qualified due to visa limitations.
“There is no basis to have tried to forcefully delete her video,” Achimugu said. “You should not have allowed her to board your flight from Nigeria if she was not qualified due to visa requirements. You issued her boarding passes and let her leave Lagos.”
According to the NCAA, the traveler flew into Nigeria on the same airline and contacted the company before purchasing her ticket.
“She claims to have called the airline before paying for the ticket, and she was told that she was qualified since she owns a BRP,” Achimugu added.
He also condemned the conduct of Kenya Airways staff, stating, “The statements made by your staff were inappropriate for someone in the industry. ‘Call your president,’ insinuates a lot.”
The NCAA has requested CCTV footage to ascertain claims that the passenger threw used sanitary towels at airline staff.
“You will be asked to provide CCTV footage showing that she threw her used sanitary towels at your staff rather than placing them on the table when asked by your personnel to provide evidence that she was bleeding,” he said.
A video of the altercation went viral online, where a Kenya Airways staff member was heard saying, “You will not fly on the Kenya Airways.
“You will never enter our airline again if you like to call your president. We are not going to give you anything. You are not going to fly on our airways again.”
The affected passenger, who reportedly experienced a 17-hour layover, was also heard saying, “I need a sanitary towel. You will give me food tonight. Seventeen hours layover out of wickedness.”
The NCAA reminded the Kenyan airline that unruly behaviour by passengers is inexcusable and could lead to blacklisting or fines.
However, it also stressed that airlines must uphold professionalism.
“The airline staff are unprofessional,” Achimugu said. “The airline MUST bear responsibility for what has happened to this passenger.”
The NCAA referred Kenya Airways to Part 19 of the NCAA Regulations 2023, emphasising its commitment to defending the rights of all stakeholders.
Kenya Airways’ Corporate Communications responded to the video showing the verbal altercation between the customer and a Kenya Airways agent at the transfer desk in Nairobi by saying, “The guest was travelling from Lagos to Nairobi, Paris, and Manchester.”
“On arrival in Nairobi for her connecting flight (Nairobi-Paris), it was discovered that she did not have a SCHENGEN visa, which is a requirement for her to enter any European Union country.
“She was offered an alternative to travel through London and onwards to Manchester, which she refused. Upon further investigation, we have established that the video does not provide full context.
“Unhappy with this option, the guest demanded accommodation, which Kenya Airways does not provide in cases where boarding is denied due to visa requirements. It is the responsibility of passengers to ensure they have the necessary documentation for their journey.
“In a distressing turn of events, the guest resorted to inappropriate behaviour by removing and throwing 3 used sanitary pads at our employees.
“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 said the “incident has been reported and is under investigation by the relevant security agencies.”
