The Nigerian Civil Aviation Authority (NCAA) has formally sanctioned Kenya Airways for multiple breaches of consumer protection regulations involving three passengers, one of whom is Gloria Omisore.
This announcement was made on Wednesday night by the NCAA’s Director of Public Affairs and Consumer Protection, Michael Achimugu, via his official X account.
“According to the NCAA, the sanctions stem from the airline’s failure to uphold several key obligations, including the NCAA has sent a letter of sanction to the operator, Kenya Airways, over the cases of Gloria Omisore and two other passengers.
“The penalties are for consumer protection-related infractions including right to care, failure to provide full disclosure of terms of carriage, failure to respond to the Authority’s request, failure to process refund and compensation, and lost baggage.”
The letter sent outlines both financial penalties and specific remedial actions.
“In addition to the fine in line with the NCAA Regulations 2023, the airline has seven days to pay the refunds and compensation of 1000 special drawing rights to the affected passengers,” the NCAA made it clear that non-compliance will lead to more severe consequences.
“Failure to comply with the letter will attract stiffer penalties for the airline,” the authority warned.
In February 2025, the Nigerian Civil Aviation Authority (NCAA) launched enforcement actions against Kenya Airways after a widely reported incident involving Nigerian passenger Gloria Omisore.
The issue arose when Omisore was flown from Lagos to Nairobi without a required transit visa for France, which was necessary for her connecting flight to Manchester.
As a result, she was stranded in Nairobi for a total of 27 hours—17 hours initially and an additional 10 hours later.
During this time, Omisore, who was dealing with a medical condition, requested assistance but reportedly received insufficient support from the airline’s staff.
The NCAA also criticized Kenya Airways for releasing a misleading statement about the incident, which the authority rejected.
According to Michael Achimugu, the airline was instructed to revise its statement to accurately reflect the facts but has yet to comply.