- The NCAA is taking enforcement action against Kenya Airways for failing to compensate a passenger after a disrupted flight and for violating regulations
- Kenya Airways admitted fault in boarding a passenger without the correct visa, leading to a 17-hour layover, and claimed ignorance of NCAA regulations
The Nigerian Civil Aviation Authority (NCAA) has enforced strict measures against Kenya Airways for failing to comply with customer protection guidelines.
This action follows the airline’s refusal to apologize, refund, and compensate passenger Gloria Omisore for a flight disruption within the required 48-hour period.
In a statement posted on X on Saturday, NCAA Director of Public Affairs and Consumer Protection, Michael Achimugu, revealed that Kenya Airways requested a one-hour extension after the deadline elapsed but failed to meet the agency’s demand.
Achimugu added that the airline did not submit a compliance report for a scheduled flight that was delayed seven hours without compensating passengers.
He also criticized the Kenya Airways team for claiming ignorance of NCAA regulations, questioning how an airline could operate in a foreign country without adhering to local laws.
“To this end, we are organizing a retreat for all airlines operating in Nigeria to learn and relearn Part 19 of the NCAA Regulations 2023,” he stated.
He further disclosed that Kenya Airways’ Country Manager in Nigeria apologized for the Omisore incident, admitting that the airline should not have boarded her from Lagos without verifying her transit visa status.
Due to this oversight, Omisore endured a 17-hour layover in Nairobi before being informed that she would face an additional 10-hour wait before continuing her journey to the UK.
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