The Nigerian Civil Aviation Authority (NCAA) has issued a formal sanction letter to Kenya Airways for breaching consumer protection regulations in cases involving three passengers, including Nigerian traveller, Gloria Omisore.
Michael Achimugu, the NCAA’s Director of Public Affairs and Consumer Protection, disclosed the development on Wednesday night via his official X account.
He said the violations included denial of care, failure to disclose terms of carriage, refusal to respond to regulatory inquiries, and non-processing of refunds and compensation.
“The NCAA has sent a letter of sanction to the operator, Kenya Airways, over the cases of Gloria Omisore and two other passengers,” Achimugu stated. “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.”
According to him, the letter outlines both financial penalties and mandatory corrective measures. The airline has been directed to pay the affected passengers refunds and compensation amounting to 1,000 Special Drawing Rights (SDR) each within seven days.
The authority warned that failure to comply with the terms of the sanction will result in further penalties.
“Failure to comply with the letter will attract stiffer penalties for the airline,” the NCAA stated.
The enforcement action follows an incident in February 2025 involving Omisore, who was flown by Kenya Airways from Lagos to Nairobi without a required France transit visa for her onward connection to Manchester. The error left her stranded in Nairobi for over 27 hours.
Omisore, who was experiencing a medical condition at the time, reportedly received inadequate assistance from airline staff despite her requests for care. The NCAA said Kenya Airways subsequently released a statement it deemed misleading and instructed the airline to correct the public record—an order the regulator says remains unfulfilled.
Achimugu reiterated the NCAA’s stance that airlines must uphold consumer rights and respond appropriately when infractions occur.
