Kenya Airways has complied with the sanction imposed by the Nigerian Civil Aviation Authority over consumer protection violations, including the high-profile case involving Nigerian passenger, Gloria Omisore.
The NCAA’s Director of Public Affairs and Consumer Protection, Michael Achimugu, confirmed in a statement on Thursday that the airline settled the penalty on Wednesday, September 17, 2025, after a series of meetings with the Kenyan High Commission in Nigeria, airline officials, and representatives of Jomo Kenyatta International Airport.
“Kenya Airways has, on Wednesday 17/09/2025, paid the sanction fee as a penalty for the Gloria Omisore and other consumer protection-related infractions,” Achimugu said.
He stressed that the purpose of the sanction was corrective rather than punitive.
“As always, NCAA sanctions are not to punish operators, but to help improve their flight operations, especially with regard to safety and passenger handling protocols,” he explained.
Achimugu, however, made it clear that the payment of the fine does not resolve the matter entirely.
“The payment of sanction fines does not conclude the issues. The NCAA will follow through and is assuring both passengers and airlines of its commitment to protecting their rights and responsibilities,” he added.
The regulatory agency emphasised that while the penalty was case-specific, it would continue to enforce aviation rules to ensure airlines comply with global standards.
The sanction followed a February 2025 incident in which Omisore accused Kenya Airways of neglect after she was stranded for hours at Nairobi’s Jomo Kenyatta International Airport. She had been denied boarding on her connecting flight to Paris over a missing Schengen transit visa, despite claims that the airline had earlier assured her of eligibility to travel.
After being rebooked on a London-bound flight, she endured further delays without accommodation or care. The situation escalated into a heated confrontation, partly captured on video, where she allegedly threw sanitary pads at airline staff.
Following its investigation, the NCAA ruled that Kenya Airways breached passenger rights and misled the public in its initial defense of the matter. On May 7, 2025, the authority ordered the airline to compensate the three affected passengers with 1,000 Special Drawing Rights each and issue a public apology.
While acknowledging the fine payment, Achimugu also highlighted the longstanding relationship between Nigeria and the airline. “Kenya Airways remains a valued partner, but compliance with consumer protection regulations is non-negotiable,” he noted.
