NCAA summons Kenya Airways over alleged maltreatment of Nigerian passenger

The Nigerian Civil Aviation Authority (NCAA) has called Kenya Airways to its Abuja headquarters following a viral video of a heated argument between a Nigerian passenger and an airline representative at the transfer desk in Nairobi.

The controversy began after the passenger, identified as Gloria Omisore, accused the airline of poor treatment during her 17-hour layover. However, Kenya Airways later criticized her behavior, claiming she acted inappropriately by removing and throwing three used sanitary pads at its staff.

The video, which surfaced on social media on Sunday, showed Omisore visibly upset, complaining about how the airline allegedly neglected her needs during the long wait for her connecting flight from Lagos to Nairobi, Paris, and Manchester.

Omisore said: “You will provide a sanitary towel. I am speaking to the Minister of Finance of Nigeria. I want a hotel, I need sanitary towel. You will give me food tonight. Very wicked set of people. 17 hours layover. I have blood clot issues.”

However, the Kenya Airways staff member was seen telling Omisore: “You can never enter our aircraft again. What kind of mannerism is this? Call your president. We will give you nothing.”

Reacting to the video on X, Director of Public Affairs & Consumer Protection at NCAA, Mr Michael Achimugu, stated: “There is no excuse for unruly passenger behaviour. The airline staff are unprofessional. The airline must bear responsibility for what has happened to this passenger. The NCAA refers Kenya Airways to Part 19 of the NCAA Regulations 2023, and has summoned the airline to its headquarters in Abuja today, Monday, February 3, 2025. The authority is committed to protecting the rights of all stakeholders.”

Meanwhile, clarifying the incident, the airline stated: “The guest was travelling from Lagos to Paris and Manchester. On arrival in Nairobi for her connecting flight (Nairobi-Paris), it was discovered that she did not have a SCHENGEN Visa, which is a requirement for her to enter any European Union country. She was offered an alternative to travel through London and onward to Manchester, which she refused.

“Upon further investigation, we have established that the video does not provide full context. Unhappy with this option, the guest demanded accommodation, which Kenya Airways does not provide in cases where boarding is denied due to visa requirements. It is the responsibility of passengers to ensure they have the necessary documentation for their journey.

“In a distressing turn of events, the guest resorted to inappropriate behaviour by removing and throwing three used sanitary pads at our employees.”