Abuja, Nigeria — The Nigeria Civil Aviation Authority (NCAA) has announced plans to take decisive regulatory action against Kenya Airways over repeated breaches of consumer protection policies.
This was disclosed by Mr. Michael Achimugu, NCAA’s Director of Public Affairs and Consumer Protection, in a statement posted on X on Saturday. He cited multiple infractions, including failure to fulfill passenger care obligations and disregard for compensation policies.
“The Nigeria Civil Aviation Authority is initiating maximum enforcement action against Kenya Airways for a large number of consumer protection infractions,” Achimugu stated.
A key violation involves the airline’s failure to provide an apology, refund, and compensation to Ms. Gloria Omisore, a Nigerian traveler, within the stipulated 48-hour timeframe. While Kenya Airways requested an additional hour, it still failed to comply with NCAA’s directives.
Additionally, on Thursday, the airline neglected to submit a compliance report regarding a scheduled flight that was delayed for seven hours without compensating affected passengers.
“When contacted via phone, Kenya Airways representatives claimed ignorance of NCAA regulations,” Achimugu noted.
The situation escalated when Mr. Tunde Moshood, Special Adviser to the Minister of Aviation, shared a viral video on Monday capturing a heated exchange at the airline’s transfer desk. In the footage, Omisore expressed her frustration over alleged mistreatment of Nigerian passengers by Kenya Airways personnel.
The NCAA reaffirmed its commitment to enforcing consumer protection laws and ensuring airlines operating in Nigeria adhere to passenger rights regulations.
By Enoch Odesola | February 8, 2025
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