Kenya Airways has requested a seven-day period to address outstanding issues raised by the Nigerian Civil Aviation Authority (NCAA), following a controversial incident involving a Nigerian passenger, Gloria Omisore, and other unresolved operational concerns.
The request was made during a visit to the NCAA headquarters in Abuja on Monday. The Kenyan delegation included officials from Kenya Airways and the Kenyan High Commissioner to Nigeria. The visit is part of efforts to de-escalate tensions between the airline and Nigerian authorities after weeks of public criticism and regulatory actions.
Speaking on the development, NCAA’s Director of Public Affairs and Consumer Protection, Michael Achimugu, described the meeting as constructive. He said both parties reached a mutual understanding on the need for transparency and quick resolution of all complaints.
“Kenya Airways, along with the Kenyan High Commissioner to Nigeria, visited the NCAA today over the Gloria incident and other issues. We had fruitful conversations, and the airline has asked for seven days to clear up all the grey areas and resolve those cases,” Achimugu said.
He urged patience from the public and stakeholders while the airline works to meet the demands of the regulatory body. “They have asked for seven days to resolve all the issues. So, let’s give them seven days. Then we will discuss further,” he added.
The controversy dates back to February 2025, when Gloria Omisore, a Nigerian passenger with a medical condition, was flown by Kenya Airways from Lagos to Nairobi without a required France transit visa for her connecting flight to Manchester, England. The mishap resulted in a 17-hour layover in Nairobi, followed by another 10-hour wait.
Throughout the ordeal, Omisore reportedly received little or no support from Kenya Airways staff, despite requesting medical and travel assistance. The situation drew public outrage after it was widely reported in the media.
To compound matters, the airline initially issued a statement that the NCAA later labelled as misleading. Following public criticism and further investigation, Kenya Airways retracted its earlier claims, apologised, and acknowledged the inaccuracies in its initial response.
On May 7, the NCAA imposed a series of penalties on Kenya Airways for multiple breaches of consumer protection regulations. These included failing to provide adequate care for distressed passengers, lack of clarity in the airline’s terms of carriage, poor communication with the NCAA, and mishandling of passenger baggage and refunds.
The regulator ordered the airline to pay compensation to each affected passenger, including Omisore. The compensation was set at 1,000 Special Drawing Rights (SDR)—equivalent to approximately $1,300 per passenger—and gave the airline seven days to comply.
Monday’s visit was the latest effort by Kenya Airways to mend relations with Nigerian authorities and regain public trust.
The NCAA has maintained that airlines operating in Nigeria must uphold the highest standards of passenger rights, customer service, and operational transparency. It reiterated its commitment to ensuring Nigerian passengers are treated fairly and respectfully by all international carriers.
