Kenya Airways officials have tendered an unreserved apology to the Nigeria Civil Aviation Authority (NCAA) and a Nigerian passenger: Gloria Omisore, following a complaint of mistreatment during a recent flight.
The airline also retracted previous statements regarding the incident, admitting fault for allowing Omisore to board a flight from Lagos without the necessary transit visa.
The apology came during a meeting convened by the NCAA attended by airline representatives including Country Manager James Nganga, Station Manager Eric Mukira, and Duty Manager Ezenwa Ehumadu, alongside NCAA Director of Consumer Protection and Public Affairs, Michael Achimugu.
Omisore, a British resident permit holder without a Schengen visa, had purchased a ticket for a Manchester-Paris-Nairobi-Lagos (inbound) and Lagos-Nairobi-Paris-Manchester route.
While her inbound journey proceeded without issue, the airline failed to identify the need for a Paris transit visa for her outbound leg until she reached Nairobi.
Although Kenya Airways offered a direct flight to London at no extra cost after a 17-hour layover, the situation escalated when Omisore’s request for accommodation and care due to the airline’s error was denied, leading to what the NCAA termed an “unruly” exchange.
In a prior statement, Kenya Airways claimed Omisore refused the re-routing and acted disruptively. They have since retracted this, admitting their error and apologizing for the “obfuscation of facts.”
The NCAA had given Kenya Airways 48 hours to verify a phone call made by Omisore on December 7, 2025, where she reportedly inquired about her eligibility to fly the route.
The authority also expressed strong disapproval of comments made by airline staff allegedly insulting the office of the Nigerian President, stating the airline could not act with impunity towards Nigerians.
The country manager apologized for the staff’s behavior, promising disciplinary action.
The NCAA has reiterated its call for all airlines operating in Nigeria to adhere to regulations and establish dedicated, trained customer relations desks or officers to handle such issues.