The Nigeria Civil Aviation Authority (NCAA) is set to penalize Kenya Airways for multiple consumer protection violations, including failing to compensate passengers and mishandling flight delays. The airline also failed to meet regulatory deadlines for addressing complaints. The NCAA has initiated strict enforcement action against the airline.
The Nigeria Civil Aviation Authority (NCAA) has announced plans to take strict enforcement action against Kenya Airways for violating consumer protection regulations. Michael Achimugu, NCAA’s director of public affairs, disclosed that the airline repeatedly failed to comply with aviation rules, particularly in handling passenger rights, compensation, and flight disruptions.
The dispute escalated after a Nigerian passenger, Gloria Omisore, was denied boarding on a Kenya Airways flight, leading to a heated exchange at the airline’s transfer desk in Nairobi. The airline claimed the passenger lacked the necessary Schengen visa, but authorities later determined that Kenya Airways mishandled the situation.
Following the incident, the NCAA summoned Kenya Airways officials for discussions. During the meeting, the airline admitted to making a misleading public statement and issued an apology. The NCAA ordered Kenya Airways to compensate the affected passenger and revise its statement to reflect the actual events. However, despite being given 48 hours to comply, the airline failed to act within the stipulated time.
Additionally, NCAA officials cited multiple unresolved cases involving Kenya Airways, including prolonged flight delays without compensation and lost baggage claims left unaddressed. The authority criticized the airline’s lack of adherence to Nigerian aviation laws and consumer protection standards.
In response, the NCAA has initiated legal measures to ensure compliance, warning that further violations could lead to more severe penalties. The agency also announced plans to hold a mandatory regulatory retreat for all airlines operating in Nigeria to prevent future breaches.
