Nigerian Civil Aviation Authority (NCAA) says it has initiated maximum enforcement action against Kenya Airways for many consumer protection infractions.
Disclosing this in a post on X on Saturday, the Director of Public Affairs & Consumer Protection at NCAA, Michael Achimugu, said among the infractions is the airline’s refusal to tender an official apology, refund and compensate a Nigerian traveller, Gloria Omisore, within 48 hours.
He also noted that on Thursday, Kenya Airways failed to send in a compliance report about a scheduled flight that was delayed for seven hours with no compensation for the passengers.
The NCAA, said while the airline requested an extension of one hour after 48 hours elapsed, it failed to comply with the agency’s determination.
Achimugu further disclosed that when the airline was confronted over the phone, its team claimed ignorance of the NCAA Regulations, adding that he wondered how a company would operate in a foreign country with no recourse to the relevant regulations
Achimugu further stated, the Country Manager in Nigeria apologized for the Gloria Omisore incident and admits that they should never have boarded the passenger from Lagos.
The NCAA, on Tuesday, gave Kenya Airways 48 hours to apologize for the maltreatment of Omisore, who was routed to travel from Nigeria through Nairobi, Paris and then to Manchester, the same route she had followed into the country.
A Kenyan Airways staff had an altercation with the Nigerian passenger which drew public attention and condemnation.
The video, which was posted by Tunde Moshood, the Special Adviser to the Minister of Aviation, Festus Keyamo, on Monday showed Omisore venting her frustration about the mistreatment of herself and other Nigerians by the airline personnel.
