Kenya Airways has requested a seven-day period to address and resolve issues stemming from a recent incident involving a Nigerian passenger, Gloria, as well as other operational concerns raised by the Nigerian Civil Aviation Authority.
The airline made the request during a visit to the NCAA headquarters in Abuja.
The Kenyan delegation included representatives of the airline and the Kenyan High Commissioner to Nigeria.
The visit was part of ongoing efforts to de-escalate tensions and ensure passenger rights are respected following public outcry over the treatment of Gloria and unresolved complaints involving the airline.
Confirming the development, the Director of Public Affairs and Consumer Protection of the NCAA, Michael Achimugu, said the meeting was constructive and both parties agreed on the need for a transparent and timely resolution of all complaints.
“Kenya Airways, along with the Kenyan High Commissioner to Nigeria, visited the NCAA today, on Monday, over a Gloria incident and other issues. We had fruitful conversations, and the airline has asked for seven days to clear up all the grey areas and resolve those cases,” Achimugu said.
He stressed the need to allow Kenya Airways the time it requested, adding, “They have asked for seven days to resolve all the issues. So, let’s give them seven days. Then we will discuss further.”
In February 2025, the NCAA launched enforcement actions against Kenya Airways after a widely reported incident involving a Nigerian passenger, Gloria Omisore.
Omisore was transported from Lagos to Nairobi, Kenya, without the required France transit visa for her connecting flight to Manchester, England. This led to a 17-hour layover in Nairobi and an additional 10-hour wait. During the ordeal, Omisore, who was dealing with a medical condition, requested assistance but reportedly received inadequate support from Kenya Airways staff.
The NCAA criticised the airline for releasing a misleading statement about the situation, which the authority publicly dismissed. In response, the NCAA summoned the airline’s Nigerian representatives to a meeting in Abuja. Kenya Airways later apologised and admitted its initial statement was inaccurate.
On May 7, 2025, the NCAA imposed sanctions on the airline for several consumer protection breaches, including failure to provide necessary care, lack of clarity in terms of carriage, poor communication with the authority, and mishandling of refunds and passenger baggage.
The regulator ordered Kenya Airways to pay fines and compensate each affected passenger, including Omisore, with 1,000 Special Drawing Rights (about $1,300) and gave the airline seven days to comply.
