Kenya Airways has apologised to the Nigerian Civil Aviation Authority (NCAA) over the mistreatment of Nigerian passenger Gloria Omisore and for issuing a misleading statement on the incident.
The apology came after the airline’s management and NCAA representatives met Tuesday in Abuja.
Michael Achimugu, the Director of Public Affairs and Consumer Protection at the NCAA, revealed this in a post on his official X handle.
“Their team has apologised for the obfuscation of facts in their earlier statement. They also admitted that, phone call or not, it was the airline’s fault for failing to identify the issue before airlifting the passenger from Lagos,” Achimugu stated.
He pointed out that his job was to enforce the civil aviation authority’s rules while safeguarding all parties involved in aviation, including travellers and airlines.
According to Achimugu, he had insisted that Kenya Airways apologise publicly to the NCAA and the passenger. Since then, the airline has issued a revised statement that accurately depicts what actually happened in Nairobi.
James Nganga, the country manager for Kenya Airways; Eric Mukira, the station manager; and Ezenwa Ehumadu, the duty manager, were in attendance.
Before her journey, Omisore reportedly checked with Kenya Airways to see if she could travel on the Manchester-Paris-Nairobi-Lagos route incoming and the Lagos-Nairobi-Paris-Manchester route outbound, according to the NCAA.
According to reports, she disclosed to the airline that she was a Nigerian who lacked a Schengen visa but had a British residency status. She was assured of her eligibility in spite of this.
“Based on this information, she purchased the ticket and successfully flew into Nigeria via Paris and Nairobi without incident,” Achimugu explained.
However, the airline failed to obtain a transit permit for the Paris leg and boarded her from Lagos on her return trip. Only in Nairobi was the oversight found.
After a 17-hour layover, Kenya Airways offered her a direct ticket to London at no additional cost, but she had to wait an extra 10 hours.
“Exhausted and unwell, the passenger requested accommodation and care, citing the airline’s error. When this was denied, an argument ensued between her and the airline staff,” Achimugu added.
Condemning Kenya Airlines over the incident, the NCAA said, ““I expressed deep disappointment over the unruly behaviour of the airline’s staff, particularly the disparaging remarks about the Nigerian government, insinuating that nothing would be done regardless of how Nigerians were treated,” Achimugu stated.
He said that, contrary to what the airline had previously stated, Omisore did not decline to take the other flight.
Her annoyance instead arose from the extended wait and the refusal of basic care, even after the airline acknowledged its mistakes.
Kenya Airways has been ordered to refund and compensate Omisore for the “avoidable humiliation and distress” she endured, which also threatened her job security.
Although the airline initially requested 72 hours to respond, the NCAA granted only 48 hours, stating, “Truth should not be that hard to publish, considering how swiftly the misleading statement was released.”
