The Nigerian Civil Aviation Authority (NCAA) has summoned Kenya Airways to its Abuja headquarters following a viral video showing a heated exchange between a Nigerian passenger, Gloria Omisore, and a Kenya Airways agent at the Nairobi transfer desk.
The incident, which occurred during Omisore’s journey from Lagos to Paris and Manchester via Kenya Airways, was shared widely on social media on Sunday. In the video, Omisore is seen complaining about mistreatment by the airline after a 17-hour layover, stating she was not adequately cared for. She demanded a sanitary towel, food, and hotel accommodation, citing blood clot issues as a concern.
In response, the airline staff member in the video reprimands Omisore, threatening to ban her from future flights with the airline. The interaction escalated when Omisore allegedly threw three used sanitary pads at the airline employees.
Kenya Airways responded to the video, explaining that Omisore was denied boarding due to her lack of a necessary SCHENGEN visa for her onward journey to Paris. The airline stated that it does not provide accommodation in such cases and that it is the passenger’s responsibility to ensure they have the correct documentation for travel.
The NCAA, however, condemned the unprofessional conduct of the airline staff and stated that the airline must be held accountable for the incident. NCAA’s Director of Public Affairs and Consumer Protection, Mr. Michael Achimugu, emphasized that while unruly passenger behavior cannot be excused, the airline’s actions were also unacceptable.
Kenya Airways has been instructed to appear before the NCAA in Abuja on Monday, February 3, 2025, as part of the ongoing investigation into the incident.
