‘There Will Be Ramifications’ Nigerian Aviation Authority Threatens Kenya Airways For Mistreating Passengers

A fierce battle has erupted between Nigerian authorities and Kenya Airways management over alleged mistreatment of passengers on the national airliner.

On February 3, 2025, a dramatic confrontation at Nairobi’s Jomo Kenyatta International Airport (NBO) sparked widespread debate over passenger rights, airline responsibility, and standards of conduct. The incident, which involved a Nigerian passenger and Kenya Airways (KQ) staff, escalated into a heated dispute, drawing the attention of Nigeria’s Civil Aviation Authority (NCAA).

The controversy began when the passenger, who had flown from Lagos to Nairobi en route to Paris and Manchester, was denied boarding for her connecting flight due to a missing Schengen visa. According to Kenya Airways, a Schengen visa is a mandatory requirement for entry into the European Union, and passengers are responsible for ensuring they meet all travel documentation requirements. However, the passenger insisted that she had verified her eligibility with the airline before purchasing her ticket. Additionally, she had previously traveled into Nigeria via the same airline without issue.

A Clash at the Transfer Desk

Frustrated and stranded in Nairobi, the passenger demanded accommodation from Kenya Airways, a request the airline refused, citing its policy that passengers denied boarding due to documentation issues are not entitled to hotel stays. What followed was a heated exchange that was partially captured in a viral social media video. The footage showed the passenger arguing with airline staff, who reportedly made an inappropriate remark: “Call your president.” The comment, perceived as dismissive and disrespectful, only added fuel to the growing backlash against KQ.

Kenya Airways later claimed that the passenger engaged in “inappropriate behavior,” alleging that she threw used sanitary pads at their employees. The airline strongly condemned the act, emphasizing the need for mutual respect between passengers and staff. However, NCAA Director Michael Achimugu responded with a firm statement, raising critical concerns about the airline’s handling of the situation.

NCAA’s Response

In his response to Kenya Airways, Achimugu highlighted a long history of alleged maltreatment of Nigerian passengers by the airline, including NCAA staff. While he acknowledged that unruly behavior at airports is unacceptable and could result in blacklisting or fines, he stressed that there was “no basis to have tried to forcefully delete her video.” Suggesting that the airline may have attempted to suppress evidence of the incident, raising further questions about transparency.

Another major point of contention was the boarding process in Lagos. Chiming pointed out that if the passenger was ineligible to travel due to visa requirements, Kenya Airways should never have issued her a boarding pass in Lagos. He noted that she had flown into Nigeria via the same airline and on the same route, suggesting a possible inconsistency in the airline’s enforcement of travel regulations.

Additionally, the NCAA demanded that Kenya Airways provide CCTV footage to support its claim that the passenger threw sanitary towels at its staff. This request underscored the importance of verifying the full context of the altercation before reaching conclusions.

To address the escalating tensions, the NCAA summoned Kenya Airways’ Acting Station Manager in Lagos for a mandatory meeting at 1 PM, where all issues related to the case would be reviewed.

Achimugu also gave a warning to KQ on the possible repercussions should they fail to solve the issue. “If Ms Gloria Ibukun Omisore is not airlifted safely to her final destination within a couple of hours, there will be ramifications. There are limits that must not be crossed and, in 2025, you will treat Nigerian passengers better.” He wrote on X.

Achimugu responses to KQ.

A Broader Debate on Airline Accountability

This incident has reignited discussions on how airlines treat African passengers, particularly Nigerians. Many Nigerians took to social media to express their frustrations, sharing past experiences of alleged discrimination and poor treatment by certain airlines. Critics argue that airlines often enforce rules inconsistently and sometimes with bias against African travelers.

Conversely, others pointed out that passengers must also take responsibility for ensuring they meet all travel requirements before departure. They argued that while Kenya Airways could have handled the situation better, the passenger’s alleged reaction—if proven true—was inappropriate.

As the investigations unfolds, Kenya Airways faces mounting pressure to provide clear evidence and explanations regarding its handling of the passenger. If found culpable of misconduct, the airline could face penalties or stricter oversight on its Nigerian operations.