The Nigerian Civil Aviation Authority (NCAA) has issued a formal letter of sanction to Kenya Airways over multiple violations of consumer protection regulations involving three passengers — including Nigerian citizen Gloria Omisore.
This was made known by the Director of Public Affairs and Consumer Protection at the NCAA, Michael Achimugu, in a post shared on his official X account on Wednesday night.
“According to the NCAA, the sanctions stem from the airline’s failure to uphold several key obligations, including the cases of Gloria Omisore and two other passengers,” Achimugu said.
He explained that the penalties were related to a number of consumer protection breaches — such as failure to provide adequate care, lack of full disclosure of terms of carriage, failure to respond to the Authority’s inquiries, failure to process refunds and compensation, and lost baggage.
The letter of sanction reportedly outlines both financial penalties and a set of remedial steps Kenya Airways is expected to take.
“In addition to the fine in line with the NCAA Regulations 2023, the airline has seven days to pay the refunds and compensation of 1,000 Special Drawing Rights to the affected passengers,” Achimugu wrote, adding that “failure to comply with the letter will attract stiffer penalties for the airline.”
This development follows the NCAA’s enforcement action that began in February 2025 after a widely reported incident involving Gloria Omisore.
Omisore was flown from Lagos to Nairobi without the necessary France transit visa for her onward journey to Manchester. The mistake left her stranded in Nairobi for a total of 27 hours — a 17-hour layover followed by an additional 10-hour delay.
Despite her medical condition, Omisore said she was given little to no help by airline staff during the ordeal.
The situation drew public attention, especially after the airline issued what the NCAA described as a misleading statement about the incident — a statement the Authority has since rejected.
Achimugu noted that the NCAA had directed Kenya Airways to revise that statement to reflect the actual facts of the case.
“The determination was for the airline to update its initial statement to reflect the facts of the case and there has been no compliance,” he said.
The NCAA has made it clear that continued disregard for its directives will lead to even more serious consequences for the airline.
“Failure to comply with the letter will attract stiffer penalties for the airline”, the statement said.
