Planes at airport
Why NCAA Sanctioned Kenya Airways Over Passenger Rights’ Violations
The Nigerian Civil Aviation Authority (NCAA) has imposed sanctions on Kenya Airways for multiple breaches of consumer protection regulations involving three passengers, including Gloria Omisore.
Michael Achimugu, Director of Public Affairs and Consumer Protection at the NCAA, disclosed the penalties in a statement on his official X account on Wednesday night.
The airline was found guilty of failing to meet key obligations, such as:
– Right to care
– Full disclosure of carriage terms
– Delayed refunds and compensation
– Mishandling of lost baggage
– Non-compliance with NCAA inquiries
The sanctions include a financial penalty and a directive for Kenya Airways to process refunds and compensation—equivalent to 1,000 Special Drawing Rights (SDR)—to the affected passengers within seven days. The NCAA warned that failure to comply would result in stricter penalties.
The regulatory action follows a high-profile incident in February 2025, where Omisore was stranded in Nairobi for nearly 27 hours due to Kenya Airways’ failure to verify her France transit visa requirement for a connecting flight to Manchester. Despite her medical condition, she allegedly received inadequate assistance from the airline.
Additionally, the NCAA criticized Kenya Airways for issuing a misleading statement about the incident and failing to correct its initial claims.
The authority has demanded an updated, factual response from the airline, which has yet to comply.
This enforcement underscores the NCAA’s commitment to upholding passenger rights and holding airlines accountable for regulatory violations.
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