Passenger rights violations: NCAA sanctions Kenya Airways

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Following three passengers’ violations of consumer protection laws, Kenya Airways was sanctioned by the Nigerian Civil Aviation Authority, or NCAA.

Michael Achimugu, the NCAA’s Director of Public Affairs and Consumer Protection, made this claim in a statement on X.

“According to the NCAA, the sanctions stem from the airline’s failure to uphold several key obligations, including the NCAA has sent a letter of sanction to the operator, Kenya Airways, over the cases of Gloria Omisore and two other passengers.

“The penalties are for consumer protection-related infractions including right to care, failure to provide full disclosure of terms of carriage, failure to respond to the Authority’s request, failure to process refund and compensation, and lost baggage,” the statement read.

The letter listed detailed corrective measures in addition to monetary fines.

The agency stresses that non-compliance will result in more serious repercussions and states that the airline has seven days to provide the impacted customers with refunds and compensation of 1000 special drawing rights in addition to the fine in accordance with the NCAA Regulations 2023.

“Failure to comply with the letter will attract stiffer penalties for the airline,” NCAA warned.

The NCAA, in February 2025, initiated enforcement actions against Kenya Airways when Gloria Omisore, a Nigerian passenger, was involved in a well publicized incident.

Omisore’s flight from Lagos to Nairobi without the required France transit visa for her subsequent trip to Manchester was allegedly the start of the incident.

She was left stuck in Nairobi for a 17-hour layover and then had to wait for another 10 hours as a result of this oversight.

Omisore, who was suffering from a medical issue at the time, sought care, but the airline employees allegedly provided insufficient support.

The airline made a false statement on the occurrence, which the NCAA rejected.

Achimugu stated that there has been no compliance and that the airline should amend its original statement to reflect the case’s circumstances.

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