The Nigerian Civil Aviation Authority (NCAA) has summoned Kenya Airways representatives to its Abuja headquarters over allegations of unprofessional conduct in handling a Nigerian passenger at Nairobi Airport. The move follows a viral video of a heated altercation between the passenger and airline staff, sparking public outrage.
Director of Public Affairs and Consumer Protection at the NCAA, Michael Achimugu, condemned Kenya Airways’ actions, stating that the airline must take full responsibility for the incident. He revealed that the NCAA had also summoned Kenya Airways’ Acting Station Manager in Lagos for a mandatory meeting at 1 PM today.
“There has been a long history of mistreatment of Nigerian passengers by this airline, including our own NCAA staff. This must stop,” Achimugu declared.
He further criticized Kenya Airways for allowing the passenger to board in Nigeria despite visa restrictions, only to later deny her entry into Europe.
“You should not have allowed her to board your flight from Nigeria if she was not qualified due to visa requirements. You issued her boarding pass and let her leave Lagos,” Achimugu said.
Passenger Claims Airline Misled Her
According to the NCAA, the passenger had previously flown into Nigeria on the same airline and had even contacted Kenya Airways before purchasing her return ticket.
“She claims to have called the airline BEFORE paying for the ticket and was assured she was eligible since she owns a BRP (Biometric Residence Permit),” Achimugu stated.
He also criticized the airline staff’s dismissive remarks in the viral video.
“The statement, ‘Call your president,’ made by a Kenya Airways staff member insinuates a lot and is highly inappropriate for someone in the industry.”
Controversy Over Alleged Sanitary Pad Incident
The NCAA has requested CCTV footage to verify Kenya Airways’ claim that the passenger threw used sanitary towels at airline staff.
“You will be asked to provide CCTV footage showing that she threw used sanitary towels at your staff, rather than simply placing them on the table as requested,” Achimugu asserted.
In the widely circulated video, a Kenya Airways staff member was heard telling the passenger:
“You will never enter our airline again, even if you call your president. We are not going to give you anything. You are not going to fly on our airways again.”
Meanwhile, the distressed passenger, who endured a 17-hour layover, was heard demanding basic necessities.
“I need a sanitary towel. You will give me food tonight. Seventeen hours layover out of wickedness,” she lamented.
In response, Kenya Airways’ Corporate Communications department insisted that the video did not capture the full context of the altercation. The airline claimed the passenger had been denied boarding for her connecting flight from Nairobi to Paris due to her lack of a Schengen visa.
“She was offered an alternative route through London and onward to Manchester, which she refused. Boarding was denied due to visa requirements, and Kenya Airways does not provide accommodation in such cases,” the airline stated.
The airline further accused the passenger of resorting to aggressive behavior.
“In a distressing turn of events, the guest removed and threw three used sanitary pads at our employees. We strongly condemn such conduct,” Kenya Airways stated.
The airline reiterated its commitment to providing quality service while demanding mutual respect between passengers and staff.
“Our employees deserve to work in a safe and dignified environment, and we do not tolerate any form of abuse,” the airline added.
Kenya Airways confirmed that the incident had been reported to the relevant security agencies and was under investigation. Meanwhile, the NCAA reminded the airline that while unruly passenger behavior is unacceptable, airlines must also uphold the highest standards of professionalism.
“The airline staff acted unprofessionally. Kenya Airways MUST bear responsibility for what happened to this passenger,” Achimugu emphasized.
The NCAA referred Kenya Airways to Part 19 of the NCAA Regulations 2023, which outlines passenger rights and airline obligations, and vowed to ensure justice for all stakeholders involved.
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