Kenya Airways has finally complied with the directive of the Nigerian Civil Aviation Authority (NCAA) by paying the sanction fee imposed on it after a long-running dispute over consumer rights violations involving Nigerian passenger, Gloria Omisore. The airline settled the penalty on Wednesday, September 17, 2025, six months after the sanction was announced.
The NCAA’s Director of Public Affairs and Consumer Protection, Mr. Michael Achimugu, confirmed the development in a statement and through his official X handle. He explained that the payment followed several meetings between the Kenyan High Commissioner to Nigeria, officials of 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, however, stressed that while the NCAA commends the airline for compliance, the payment does not conclude the matter, as the timeframe for resolving the complaints had long expired.
The case traces back to February 2025 when Gloria Omisore, a Nigerian passenger, accused Kenya Airways of mishandling her travel arrangements. Omisore, who was on her way back to Manchester via Paris, was denied boarding at Nairobi’s Jomo Kenyatta International Airport on claims that she did not have a Schengen transit visa. According to her, the airline had earlier assured her that such a visa was not required for the trip. The denial left her stranded in Nairobi for 17 hours, followed by another 10-hour delay on an alternative route through London offered by the airline.
During the ordeal, Omisore requested accommodation and medical care, but the airline refused, insisting that passengers denied boarding due to visa issues were not entitled to such support. The situation escalated into a confrontation at the transfer desk, where Omisore allegedly threw used sanitary pads at airline staff. The incident was captured on video and widely circulated online, sparking outrage in Nigeria and prompting the NCAA to step in.
After investigating, the NCAA concluded that Kenya Airways had breached consumer protection rules and misled the public in its initial statements. On May 7, 2025, the regulator announced sanctions against the airline. The penalties included a fine of N3 million, compensation of 1,000 Special Drawing Rights (SDR) for each of the three affected passengers including Omisore, and a requirement for a public apology.
At the time, the NCAA made it clear that the sanctions were not meant to punish but to correct lapses. “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 matter dragged on as negotiations continued between the airline and Nigerian authorities. The circulating videos and growing public pressure made the case one of the most talked-about passenger rights disputes in recent years. Eventually, Kenya Airways agreed to comply and paid the penalty fee in September 2025.
In acknowledging the payment, the NCAA praised the airline for respecting regulatory authority but made it clear that compliance went beyond financial settlement. “The payment of sanction fines does not conclude the issues,” Achimugu said. “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 Kenya Airways’ long-standing relationship with Nigeria and its role in linking both countries. Achimugu emphasised that the sanction was specific to this case and should not be seen as a condemnation of the airline’s general operations. “Kenya Airways has a long-standing relationship with Nigeria, and we look forward to improvements in their Nigeria operations,” the statement read.
The Gloria Omisore case has highlighted Nigeria’s growing insistence on consumer protection in aviation. In recent years, the NCAA has intensified enforcement of international aviation standards to ensure passengers’ rights are respected. Aviation analysts believe the outcome of this case sends a strong message that violations will not be tolerated, and Nigeria will defend its citizens against unfair treatment in air travel.
For passengers, the ruling underlines the importance of knowing their rights under Nigeria’s Civil Aviation Regulations, which entitle them to care and compensation in cases of cancellations, delays, or boarding denials, except in certain visa-related circumstances. For airlines, the case is a reminder that compliance with consumer protection rules is not optional and that regulators in Nigeria are ready to act when necessary.
The settlement of the Kenya Airways sanction marks the resolution of one of Nigeria’s most publicised aviation disputes in recent years. However, the NCAA has insisted that the matter is not completely closed and has pledged to continue monitoring compliance. For Gloria Omisore and the other passengers involved, the compliance provides some sense of vindication, while for the wider travelling public, it sets a clear precedent: airlines flying into Nigeria must prioritise passengers’ rights or face consequences.
