Kenya Airways has paid the sanction fee imposed by the Nigerian Civil Aviation Authority (NCAA) over passenger rights violations, including the case involving Nigerian traveller Gloria Omisore.
According to a post by the Director, Public Affairs and Consumer Protection, Michael Achimugu, on his official X account on Thursday, the airline settled the penalty on Wednesday, September 17, 2025, following a series of meetings that included the Kenyan High Commissioner to Nigeria, airline representatives, and officials from Jomo Kenyatta International Airport.
“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 confirmed.
He stressed that NCAA sanctions are not designed to punish operators but to strengthen compliance with safety and passenger-handling standards.
“As always, NCAA sanctions are not to punish operators, but to help improve their flight operations, especially with regard to safety and passenger handling protocols,” he said.
While commending Kenya Airways for complying, Achimugu noted that payment of fines does not conclude the matter, as the timeframe for resolving the cases has already elapsed. “The payment of sanction fines does not conclude the issues. The NCAA will follow through and is assuring both passengers and airlines of its commitment to protecting their rights and responsibilities,” he added.
Achimugu also emphasised the airline’s long-standing partnership with Nigeria, noting that the penalty was case-specific and does not diminish the positive aspects of its operations.
The NCAA said it would continue to enforce regulations to safeguard passenger rights and ensure airlines adhere to international aviation standards.
In February, Nigerian passenger Gloria Omisore accused Kenya Airways of mishandling her during a disrupted trip that left her stranded at Nairobi’s Jomo Kenyatta International Airport. Omisore, who had been denied boarding on her connecting flight to Paris due to a missing Schengen transit visa, claimed the airline had earlier assured her she was eligible to travel. The visa issue resulted in a 17-hour layover, followed by an additional 10-hour delay for an alternative London route offered by the airline.
During the long wait, Omisore requested accommodation and care, citing exhaustion and health concerns, but Kenya Airways declined, arguing that such provisions do not apply in visa-related denied boardings. The situation escalated into a confrontation, captured on video, where Omisore allegedly threw used sanitary pads at staff.
In response, the NCAA launched an investigation, finding Kenya Airways guilty of breaching consumer protection regulations and misleading the public in its initial statements.
On May 7, 2025, the NCAA sanctioned the airline, ordering compensation of 1,000 Special Drawing Rights for each of the three affected passengers, including Omisore, and demanding a public apology.
