NCAA To Take Legal Action Against Kenya Airways Over Consumer Protection Violations

The Nigeria Civil Aviation Authority (NCAA) has initiated legal action against Kenya Airways, citing repeated violations of consumer protection regulations.

This move comes in response to multiple complaints, including the widely publicized case of passenger Gloria Omisore, whose ordeal with the airline has drawn significant public and regulatory attention.

NCAA’s Director of Public Affairs and Consumer Protection, Michael Achimugu, stated that despite an apology from Kenya Airways’ Nigeria Country Manager, James Nganga, the airline has failed to correct its misleading account of Omisore’s experience.
The airline allegedly misrepresented events, claiming she refused to board her flight to London, while in reality, she endured a 10-hour wait after a 17-hour layover in Nairobi due to an oversight regarding her France transit visa.
Omisore, who was reportedly bleeding, was denied access to basic care and hygiene facilities during the delay.

A viral video captured Kenya Airways staff engaging in a verbal altercation with Omisore, a breach of company policy, which Nganga admitted.
The airline has also failed to comply with NCAA directives, including:
Updating its official statement to reflect the true facts.
Submitting a compliance report on a separate incident involving a seven-hour flight delay without compensation.

Additional complaints include unresolved refund cases, lost baggage without compensation, and failure to honor passenger commitments.

The NCAA legal department has taken over the matter, ensuring the airline faces legal consequences for its actions.
The agency is also organizing a mandatory retreat for all airlines operating in Nigeria, focused on Part 19 of the NCAA Regulations 2023, to reinforce passenger rights and airline responsibilities.

Achimugu emphasized that the NCAA remains committed to protecting Nigerian travelers, ensuring airlines comply with regulations, and holding offenders accountable.