The Nigeria Civil Aviation Authority (NCAA) says it has sanctioned Kenya Airways over the violation of consumer protection law, issuing a seven-day ultimatum for the airline to pay refunds and compensate affected passengers.
In February, a video shared by Tunde Moshood, special adviser to the minister of aviation, showed a verbal confrontation between Kenya Airways staff and a Nigerian passenger, Gloria Omisore, at the transfer desk.
In the footage, Omisore expressed frustration over the airline’s alleged mistreatment of Nigerian travellers, including herself.
Following the altercation, the authority announced a decision to penalise the airline.
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Providing updates in a statement posted on X on Wednesday, Michael Achimugu, NCAA’s director of public affairs and consumer protection, said a sanction letter has been issued to the airline.
“Today, May 7, 2025, the NCAA has sent a letter of sanction to the operator, Kenya Airways, over the cases of Gloria Omisore and two other passengers,” he said.
“The penalties are for consumer protection-related infractions including right to care, failure to provide full disclosure of terms of carriage, failure to respond to the Authority’s request, failure to process refund and compensation, and lost baggage.
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“In addition to the fine in line with the NCAA Regulations 2023, the airline has seven days to pay the refunds and compensation of 1000 special drawing rights to the affected passengers.”
Achimugu said the airline would face stiffer penalties if it fails to comply with the directive.
