Kenya Airways pays NCAA fine over Gloria Omisore case, consumer rights infractions

Kenya Airways has paid a sanction fine imposed by the Nigerian Civil Aviation Authority (NCAA) over consumer protection infractions involving Nigerian passenger Gloria Omisore and two others.

Michael Achimugu, Director of Public Affairs and Consumer Protection at NCAA, disclosed on his X handle that the airline settled the penalty on Wednesday, September 17, 2025, following a series of meetings, including interventions by the Kenyan High Commissioner to Nigeria, Kenya Airways officials, and representatives from Jomo Kenyatta International Airport (JKIA).

NCAA clarified that sanctions are not designed to punish operators but to improve flight operations, particularly in passenger handling and safety protocols.

“As always, NCAA sanctions are not to punish operators, but to help improve their flight operations, especially with regards to safety and passenger handling protocols.

“Kenya Airways has a long-standing relationship with Nigeria and we look forward to improvements in their Nigeria operations. The sanctions do not diminish the positive aspects of the airline’s operations. This was a case-specific penalty,” He noted

The case stems from a February incident in which Omisore, traveling from Lagos to Nairobi, Paris, and Manchester, was denied boarding on the second leg of her journey at Nairobi’s Jomo Kenyatta International Airport.

The airline claimed she lacked a Schengen visa, leading to a heated exchange captured in a viral social media video. Kenya Airways later admitted fault and apologized during a meeting with NCAA officials.

According to Achimugu, the infractions included failure to provide care, lack of full disclosure on terms of carriage, refusal to respond to NCAA requests, non-processing of refunds and compensation, and lost baggage.

The NCAA further emphasized that the payment of fines does not conclude the matter, as the resolution timeline for affected passengers has already lapsed. The authority assured that it will follow through to protect the rights and responsibilities of both passengers and airlines.

“While commending the airline for complying with the determination of the NCAA, we must remind that the timeframe for the resolution of the cases for which this sanction was announced has since elapsed. Therefore, the payment of sanction fines does not conclude the issues,” Achimugu said.