BY OLAPEJU OLUBI
The Nigerian Civil Aviation Authority (NCAA) formally sanctioned Kenya Airways over multiple consumer protection violations involving three passengers, including Gloria Omisore.
This was disclosed by Michael Achimugu, Director, Public Affairs and Consumer Protection, NCAA.
In a letter delivered on May 7, 2025, the Authority outlined the airline’s failure to uphold key passenger rights, citing infractions such as denial of care, lack of transparency in the terms of carriage, failure to process refunds, failure to pay compensation for lost baggage, and refusal to respond to NCAA’s official correspondence.
“This action reinforces our unwavering commitment to consumer protection.
“Airlines operating in Nigeria must treat passengers with dignity and comply with all regulatory obligations”, the statement noted.
Under the NCAA Regulations 2023, the Authority imposed financial penalties on Kenya Airways.
The carrier is also mandated to pay compensation equivalent to 1,000 Special Drawing Rights (SDRs) to each of the affected passengers and issue full refunds, all within seven days.
Achimugu emphasised that failure to comply with the directive within the stipulated time frame will attract “stiffer penalties in accordance with the law.”
The NCAA reiterated its stance on ensuring that airlines uphold global best practices and prioritise passenger welfare at all times.
