- NCAA frowned at development, summoned airline
Kenya Airways has issued an apology to the Nigerian Civil Aviation Authority (NCAA) for the mistreatment of a Nigerian passenger, Ms. Gloria Omisore.
The airline tendered apology following a viral social media video showing a heated argument between Ms Omisore and the airline’s staff at Jomo Kenyatta International Airport (NBO).
According to report, the passenger was traveling from Lagos to Manchester via Nairobi and Paris but upon arriving in Nairobi for her connecting flight to Paris, the airline discovered that she did not possess a Schengen Visa. Kenya Airways claimed on its X handle that it offered her alternative route through London to Manchester, but she declined. The airline also stated that it does not provide accommodation for passengers denied boarding due to visa issues.
Following the incident, NCAA’s spokesperson, Mike Achimugu, summoned the airline’s country manager, James Nganga, who appeared at the agency’s Abuja office on Tuesday, February 4, along with the station manager, Eric Mukira and duty manager, Ezenwa Ehumadu.
During the meeting, it was established that Ms. Omisore had called Kenya Airways on December 7, 2025, to confirm her eligibility to fly the Manchester-Paris-Nairobi-Lagos route and despite informing the airline of her Nigerian nationality and British resident permit, she was told she was qualified without needing a Schengen Visa. This led her to purchase the ticket and fly the first leg of her journey without incident.
It was also established that the airline boarded and flew Ms. Omisore from Lagos to Nairobi, only to discover the visa issue upon her arrival in Nairobi. Kenya Airways then offered her a direct flight to London at no extra cost but required her to wait an additional 10 hours. It was also established that Ms. Omisore requested accommodation and care, which the airline denied and it then lead to an argument. During the meeting, the airline admitted that their official statement was misleading and acknowledged their fault in not identifying the visa issue earlier.
Achimugu said the Kenya Airways staff insulted the office of the President of Nigeria during the altercation, prompting the airline’s country manager to apologise for the outburst and stated that disciplinary measures would be decided by their bosses in Nairobi.
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