The Nigerian Civil Aviation Authority (NCAA) has called Kenya Airways to its Abuja headquarters following a viral video showing a dispute between a Nigerian passenger and a Kenya Airways staff member at the Nairobi transfer desk.
The passenger, identified as Gloria Omisore, was traveling from Lagos to Manchester with stopovers in Nairobi and Paris.
In the video, she complained about poor treatment during a 17-hour layover, claiming the airline did not provide basic necessities like food and sanitary products.
She also mentioned having health issues related to blood clots.
In response, the airline staff refused further assistance, stating she would no longer be allowed on their flights.
This exchange sparked mixed reactions online, with many criticizing both parties.
The NCAA’s Director of Public Affairs and Consumer Protection, Michael Achimugu, stated that the airline would be held accountable under Part 19 of the NCAA Regulations 2023.
The authority reaffirmed its commitment to protecting passenger rights.
Kenya Airways later clarified that Omisore lacked a required Schengen visa for her Paris connection.
The airline offered an alternative route through London, which she declined.
They also claimed she reacted aggressively by throwing used sanitary pads at their staff, which they described as inappropriate behavior.
The investigation is ongoing as NCAA meets with the airline to address the incident.
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