Kenya transfer desk in Nairobi (NBO) has since generated reactions.
However, NCAA’s Director of Public Affairs & Consumer Protection, Michael Achimugu, on his X account shared pictures and the outcome of the meeting to address the dispute.
Achimugu said the airline has apologised for the ill-treatment of the Nigerian passenger during a meeting with the airline.
“In respect of the now viral case between a Nigerian passenger, Gloria Omisore, and Kenyan Airways, I summoned the airline to my Abuja office today, Tuesday, February 4, 2025.
“In attendance were the airline’s Country Manager, James Nganga; Station Manager, Eric Mukira; and Duty Manager, Ezenwa Ehumadu.
“We informed the airline that the passenger had called Kenya Airways on December 7, 2025 to inquire if she was qualified to fly the Manchester-Paris-Nairobi-Lagos (inbound) and Lagos-Nairobi-Paris-Manchester route.
“According to the passenger, the airline told her that she was qualified, despite her informing them that she is Nigerian, who holds a British resident permit, but no Shenghen visa,” Achimugu said.
The NCAA director said it was based on this information from Kenya Airways that assured the passenger to proceed to purchase the ticket, adding that she flew the first leg into Nigeria via Paris and Nairobi with no incidence.
“The airline has asked for time to check their recorded call log and confirm if that call happened. They have been granted 48 hours to do so,” he said.
“For her outbound flight, the airline boarded and flew the passenger out of Lagos despite knowing that she needed a transit visa for the Paris leg. This fault was that of the airline, and it was only discovered in Nairobi.”
He noted that upon discovery, the airline then offered the passenger a direct flight to London at no extra cost to her, on the condition that she would wait another 10 hours in addition to the 17-hour layover she had just endured.
“Since she was bleeding and exhausted, the passenger demanded accommodation and care because the error was that of the airline. It was when she was denied care that an argument ensued between her and the airline counter staff,” he added.
Achimugu said this is contrary to the intentionally misleading official statement by Kenya Airways claiming that the lady simply refused to re-route directly to London and started to throw pads around.
He said the Kenya Airways team has apologised for confusing facts in that statement, and has also admitted that phone call or not, it was the fault of the airline not to have discovered the problem before airlifting the passenger from Lagos.
“I expressed deep disappointment about the unruly Kenya Airways staff who insulted the office of the President of Nigeria, insinuating that the airline could do anything to Nigerians and nothing would happen. I asked if this manner of addressing customer complaints was the airline’s standard protocol.
“The country manager stated in very clear terms that the staff was out of order and apologised for the outburst. When asked what disciplinary measures will be taken against their personnel, he said that his bosses in Nairobi would decide,” he added.
