The Nigerian Civil Aviation Authority (NCAA) has taken a firm stance against Kenya Airways, citing a series of violations of aviation regulations within Nigeria. The primary catalyst for the NCAA’s action is Kenya Airways’ alleged mistreatment of a Nigerian passenger, Gloria Omisore, and the airline’s subsequent inadequate response to the incident. This incident, coupled with other operational shortcomings, has prompted the NCAA to initiate proceedings for imposing sanctions against the airline, emphasizing its commitment to passenger rights and regulatory compliance within Nigerian airspace.
The central issue revolves around the experience of Gloria Omisore, who was reportedly subjected to mistreatment by Kenya Airways staff in Nairobi. Omisore, lacking a transit visa for France, was mistakenly boarded on a flight from Lagos to Nairobi. Upon arrival in Nairobi, she faced a protracted layover and was informed of a further 10-hour wait before her connecting flight to the UK. Her request for assistance during this period, citing a medical condition, was reportedly met with dismissive and unprofessional behavior from Kenya Airways staff. The airline has acknowledged the error in boarding Omisore without the necessary visa but has failed to adequately address the subsequent mistreatment.
The NCAA’s investigation into the incident revealed discrepancies between Kenya Airways’ official statement and the actual events. The airline’s initial statement was deemed misleading by the NCAA, omitting crucial details about the mistreatment and Omisore’s requests for assistance. Despite acknowledging the inaccuracies, Kenya Airways failed to revise its statement, perpetuating misinformation about the incident. The NCAA has highlighted the circulation of this misleading information, including in a blog post falsely claiming that Omisore refused an offer to fly to London. Video evidence obtained during the investigation reportedly shows Kenya Airways staff verbally confronting and insulting Omisore, a violation of airline policy.
The NCAA has summoned Kenya Airways’ Country Manager, James Nganga, to address the issue. Nganga admitted the airline’s error in handling the situation and agreed to amend the initial statement to reflect the true account of events. However, this amendment has not been forthcoming, further exacerbating the situation. The NCAA has expressed its disappointment with the airline’s lack of responsiveness and its failure to take appropriate action to rectify the situation and address Omisore’s complaint.
Beyond the Omisore incident, the NCAA has identified a pattern of operational issues with Kenya Airways. These include consistent flight delays and a failure to adequately compensate passengers for lost baggage. In one instance, the airline failed to submit a compliance report for a flight delayed by seven hours, citing ignorance of NCAA regulations. This prompted the NCAA to provide the airline with a copy of the relevant guidelines, highlighting the airline’s apparent lack of awareness or disregard for existing regulations. The cumulative effect of these incidents and the airline’s perceived unwillingness to cooperate has led the NCAA to initiate the process of implementing sanctions.
The NCAA has emphasized its commitment to upholding passenger rights and ensuring that all airlines operating within Nigeria adhere to established regulations. To reinforce these principles, the authority plans to organize a retreat for all airlines operating in the country. This retreat will focus on reviewing and clarifying the NCAA Regulations 2023, specifically Part 19, which pertains to passenger rights. The NCAA aims to ensure that all airlines operating in Nigeria have a clear understanding of their obligations and responsibilities toward passengers. The authority has stated that enforcement action against Kenya Airways will proceed through due process, with the legal department actively involved in ensuring compliance. This underscores the NCAA’s determination to hold airlines accountable for their actions and uphold the rights of air travelers within Nigeria.
The NCAA’s actions against Kenya Airways signal a firm stance on regulatory compliance and passenger protection. The authority’s pursuit of sanctions, combined with the planned airline retreat, reflects a broader effort to improve the air travel experience within Nigeria and uphold the rights of passengers. The lack of a spokesperson or media office for Kenya Airways in Nigeria has hampered efforts to obtain the airline’s perspective on the situation. Attempts to reach the airline through its official X handle have also gone unanswered, thus far. The NCAA’s decisive action highlights the importance of accountability and transparency within the aviation industry and underscores the authority’s commitment to maintaining a safe and passenger-focused aviation environment.
