By Chidi Ugwu
The Nigerian Civil Aviation Authority (NCAA) has sanctioned Kenya Airways over multiple consumer protection violations involving Nigerian passenger Gloria Omisore and two others.
The letter of sanction conveyed to the operator on May 7, 2025, addressed infractions such as failure to provide the right to care, lack of full disclosure of terms of carriage, failure to respond to NCAA’s requests, failure to process refunds and compensation, and lost baggage.
According to NCAA, the sanction was in accordance with its 2023 regulations, ordering Kenya Airways to pay refunds and compensation amounting to 1,000 special drawing rights to the affected passengers within seven days.
In a statement, NCAA’s Director of Public Affairs and Consumer Protection, Michael Achimugu, warned that failure to comply will result in stiffer penalties.
The action follows a widely publicized incident in February 2025 where Gloria Omisore was mistreated by Kenya Airways staff during a 17-hour layover in Nairobi, including verbal confrontations and denial of care despite her medical condition.
The airline admitted fault but initially refused to apologize, prompting NCAA’s intervention.
Achimugu, emphasized the authority’s commitment to enforcing passenger rights and warned Kenya Airways against non-compliance with the sanctions.
The case highlights NCAA’s stance on ensuring airlines fully disclose travel requirements and uphold passenger rights, with strict penalties for violations.
“Today, May 7, 2025, 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.
“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.
“Failure to comply with the letter will attract stiffer penalties for the airline” reads the statement in part.
