Kenya Airways pays NCAA fine over passenger mistreatment
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Kenya Airways has finally paid the sanction fee imposed by the Nigerian Civil Aviation Authority after a prolonged dispute over consumer rights violations, including the high-profile case of Nigerian passenger, Gloria Omisore. The airline settled the penalty on Wednesday, September 17, 2025, six months after the sanction was announced.
The development was confirmed by the NCAA’s Director of Public Affairs and Consumer Protection, Michael Achimugu, who announced the payment in a statement and also on his official X handle. According to him, the settlement followed a series of meetings involving the Kenyan High Commissioner to Nigeria, officials from Jomo Kenyatta International Airport, and representatives of Kenya Airways.
“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 added that while the NCAA commends the airline for compliance, the payment does not conclude the matter, as the timeframe for resolving the complaints has long elapsed.
The sanction traces back to an incident in February 2025, when Gloria Omisore, a Nigerian passenger, accused Kenya Airways of mishandling her travel arrangements. Omisore, who was on a return trip to Manchester via Paris, was denied boarding at Nairobi’s Jomo Kenyatta International Airport on the grounds that she lacked a Schengen transit visa.
The situation escalated because, according to Omisore, the airline had earlier assured her that no such visa was required for her itinerary. The denial left her stranded in Nairobi for 17 hours, followed by an additional 10-hour delay on an alternative London route offered by the airline.
Frustrated, exhausted, and reportedly in need of care, Omisore requested accommodation and medical assistance. Kenya Airways, however, declined her request, insisting that passengers denied boarding for visa-related reasons were not entitled to such provisions. The standoff culminated in a confrontation at the transfer desk, captured on video, in which Omisore allegedly threw used sanitary pads at airline staff.
The incident quickly drew attention in Nigeria, sparking public outcry and prompting the NCAA to launch an investigation. Following its probe, the NCAA concluded that Kenya Airways had breached consumer protection regulations and misled the public in its initial statements. On May 7, 2025, the regulator announced a series of penalties against the airline.
The sanctions included a N3m fine on Kenya Airways, compensation of 1,000 Special Drawing Rights for each of the three affected passengers, including Omisore, and a requirement for a public apology to the passengers.
At the time, the NCAA stressed that the sanctions were not punitive but corrective. “NCAA sanctions are not to punish operators but to help improve their flight operations, especially regarding safety and passenger-handling protocols,” Achimugu explained.
For months, the dispute lingered, with both sides locked in negotiations. Videos of the incident continued to circulate, fueling public pressure for accountability. Eventually, Kenya Airways agreed to comply, paying the prescribed penalty fee in September.
Kenya Airways pays NCAA fine over passenger mistreatment
Kenya Airways
The development was confirmed by the NCAA’s Director of Public Affairs and Consumer Protection, Michael Achimugu, who announced the payment in a statement and also on his official X handle. According to him, the settlement followed a series of meetings involving the Kenyan High Commissioner to Nigeria, officials from Jomo Kenyatta International Airport, and representatives of Kenya Airways.
“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 added that while the NCAA commends the airline for compliance, the payment does not conclude the matter, as the timeframe for resolving the complaints has long elapsed.
The sanction traces back to an incident in February 2025, when Gloria Omisore, a Nigerian passenger, accused Kenya Airways of mishandling her travel arrangements. Omisore, who was on a return trip to Manchester via Paris, was denied boarding at Nairobi’s Jomo Kenyatta International Airport on the grounds that she lacked a Schengen transit visa.
The incident quickly drew attention in Nigeria, sparking public outcry and prompting the NCAA to launch an investigation. Following its probe, the NCAA concluded that Kenya Airways had breached consumer protection regulations and misled the public in its initial statements. On May 7, 2025, the regulator announced a series of penalties against the airline.
The sanctions included a N3m fine on Kenya Airways, compensation of 1,000 Special Drawing Rights for each of the three affected passengers, including Omisore, and a requirement for a public apology to the passengers.
At the time, the NCAA stressed that the sanctions were not punitive but corrective. “NCAA sanctions are not to punish operators but to help improve their flight operations, especially regarding safety and passenger-handling protocols,” Achimugu explained.
For months, the dispute lingered, with both sides locked in negotiations. Videos of the incident continued to circulate, fueling public pressure for accountability. Eventually, Kenya Airways agreed to comply, paying the prescribed penalty fee in September.
In acknowledging the payment, the NCAA praised the airline’s decision to respect regulatory authority but emphasised that the sanction process goes beyond monetary settlement. “The payment of sanction fines does not conclude the issues,” Achimugu cautioned. “The timeframe for the resolution of the cases has since elapsed. The NCAA will follow through and is assuring both passengers and airlines of its commitment to protecting their rights and responsibilities.”
Despite the controversy, the NCAA acknowledged the airline’s long-standing relationship with Nigeria and its role in connecting the two countries. Achimugu stressed that the penalty was case-specific and should not be viewed as a condemnation of Kenya Airways’ broader operations.
“Kenya Airways has a long-standing relationship with Nigeria, and we look forward to improvements in their Nigeria operations,” the statement read. “The sanctions do not diminish the positive aspects of the airline’s services. This was a case-specific penalty.”
The Omisore incident and its aftermath highlight Nigeria’s growing insistence on consumer protection in aviation. The NCAA has, in recent years, intensified efforts to enforce international aviation standards, ensuring that passengers’ rights are safeguarded while also holding airlines accountable for lapses.
By compelling a major international carrier like Kenya Airways to comply, aviation analysts argue, the NCAA is sending a clear message that violations will not be tolerated, and that Nigeria will actively defend its citizens against unfair treatment in air travel.
For passengers, the ruling underscores the importance of knowing their rights under Nigeria’s Civil Aviation Regulations, which entitle them to care and compensation in the event of cancellations, delays, or boarding denials, except in specific circumstances.
For airlines, the case serves as a reminder that regulatory compliance is not optional. It also demonstrates that Nigeria’s aviation authority is prepared to enforce rules in ways that protect both passengers and the integrity of the industry.
The settlement of the Kenya Airways sanction marks the resolution of one of Nigeria’s most contentious recent aviation disputes, but it also signals a broader shift in regulatory enforcement. While the airline has now complied with the NCAA’s directive, the authority insists the matter is not fully closed, pledging to continue oversight and enforcement.
As Achimugu reiterated, “The NCAA will follow through and is assuring both passengers and airlines of its commitment to protecting their rights and responsibilities.” For Gloria Omisore and the other affected passengers, the compliance offers some vindication. For the wider flying public, it sets a precedent: airlines operating in Nigeria must put passengers first—or face consequences.
Kenya Airways Pays Fine for Passenger Mistreatment in Nigeri
