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Kenya Airways has responded to a viral video showing an altercation between one of its employees and a Nigerian passenger at Jomo Kenyatta International Airport in Nairobi.

Tunde Moshood, Minister of Aviation and Aerospace Development’s Special Adviser on Media and Communications, shared the video early Monday morning.

“Our attention has been drawn to several cases of inhuman treatments of Nigerian passengers in Nairobi by @KenyaAirways. A case of Ms. Omisore G. who flew from Manchester to Lagos, connecting-Man-CDG-NBO-LOS, only to be denied boarding in Nairobi on the 2nd leg of same ticket,” he said.

When the Nigerian passenger claimed to be speaking with Nigeria’s finance minister on the phone, the airline employee in the video informed her that she would not be permitted to fly on Kenya Airways again. The agent then offered to let her call the Nigerian president if she so desired.

“You will not fly on the Kenya Airways. You will never enter our airline again; call your president, call the Nigerian president,” the airline agent said.

“We are not going to give you anything. You are not going to fly on our airways again.”

Meanwhile, the Nigerian passenger complained about a 17-hour delay and stated that she required a sanitary towel.

“I need a sanitary towel. You will give me food tonight,” she said.

Kenya Airways’ Corporate Communications responded to the video showing the verbal altercation between the customer and a Kenya Airways agent at the Nairobi transfer counter, saying, “The guest was travelling from Lagos to Nairobi, Paris, and Manchester.”

“On arrival in Nairobi for her connecting flight (Nairobi-Paris), it was discovered that she did not have a SCHENGEN Visa, which is a requirement for her to enter any European Union Country.

“She was offered an alternative to travel through London and onward to Manchester, which she refused. Upon further investigation, we have established that the video does not provide full context.

“Unhappy with this option, the guest demanded accommodation, which Kenya Airways does not provide in cases where boarding is denied due to visa requirements. It is the responsibility of passengers to ensure they have the necessary documentation for their journey.

“In a distressing turn of events, the guest resorted to inappropriate behaviour by removing and throwing 3 used sanitary pads at our employees.

“We strongly condemn such conduct. While we remain committed to delivering exceptional service, we expect all interactions to be based on mutual respect. Our employees deserve to work in a safe and dignified environment, and we do not tolerate any abuse from our employees or guests.”

The airline said the “incident has been reported and is under investigation by the relevant security agencies”.

“We are committed to taking the necessary steps to ensure the well-being and safety of our employees and guests at all times,” it added.

Watch the video below

A Nigerian passenger got into an argument with a Kenya Airways staff member. In the video, you can see the passenger asking for food and a hotel room because her flight was delayed by over 8 hours. pic.twitter.com/8io6mYNYVC

— (@Onyeabuo) February 3, 2025

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