NCAA summons Kenya Airways Over passenger dispute

By Abubakar Yunusa

The Nigerian Civil Aviation Authority (NCAA) has summoned Kenya Airways to its headquarters in Abuja over its handling of a Nigerian passenger, citing unprofessional conduct and violations of aviation regulations.

In a statement, Michael Achimugu, the NCAA’s Director of Public Affairs and Consumer Protection, said the airline must take responsibility for the incident and explain its actions.

Kenya Airways’ Acting Station Manager in Lagos has also been invited to a mandatory meeting scheduled for 1 p.m. today.

Achimugu criticised Kenya Airways for its treatment of Nigerian passengers, including NCAA staff, describing the incident as part of a long history of mistreatment by the airline.

He argued that if the passenger was ineligible to travel due to visa restrictions, the airline should not have allowed her to board in Nigeria.

“There is no basis to have tried to forcefully delete her video,” Achimugu stated.

 “You should not have allowed her to board your flight from Nigeria if she was not qualified due to visa requirements. You issued her boarding passes and let her leave Lagos.”

The passenger, who had previously flown into Nigeria on the same airline, claimed she had contacted Kenya Airways before purchasing her ticket and was assured she was eligible to travel since she held a Biometric Residence Permit (BRP).

Achimugu also condemned statements made by Kenya Airways staff during the altercation, particularly a remark in which an airline employee was heard telling the passenger to “call your president.”

“The statements made by your staff were inappropriate for someone in the industry,” he said.

The NCAA has requested CCTV footage to verify allegations that the passenger threw used sanitary towels at airline staff.

“You will be asked to provide CCTV footage showing that she threw her used sanitary towels at your staff rather than place them on the table when asked by your personnel to provide evidence that she was bleeding,” Achimugu added.

A video of the incident, which surfaced online, captured a Kenya Airways staff member telling the passenger:

“You will never enter our airline again if you like to call your president. We are not going to give you anything. You are not going to fly on our airways again.”

In the same footage, the affected passenger, who reportedly faced a 17-hour layover, was heard saying:

“I need a sanitary towel. You will give me food tonight. Seventeen hours layover out of wickedness.”

In response, Kenya Airways’ Corporate Communications department defended its handling of the situation, stating that the passenger was denied boarding in Nairobi because she lacked a Schengen visa, which is required for travel to her intended destination in the European Union.

“The guest was traveling from Lagos to Nairobi, Paris, and Manchester. On arrival in Nairobi for her connecting flight (Nairobi-Paris), it was discovered that she did not have a Schengen visa, which is a requirement for her to enter any European Union country,” the airline stated.

The airline said it offered the passenger an alternative route through London, which she declined. Kenya Airways also maintained that it does not provide accommodation for passengers denied boarding due to visa requirements.

“In a distressing turn of events, the guest resorted to inappropriate behaviour by removing and throwing three used sanitary pads at our employees,” the airline claimed, condemning the alleged act and emphasising the need for mutual respect between staff and passengers.

Kenya Airways confirmed that the incident had been reported to security agencies and was under investigation.

The NCAA reminded Kenya Airways that while unruly passenger behaviour is inexcusable and could lead to penalties, airlines must uphold professionalism in their interactions with customers.

“The airline staff are unprofessional,” Achimugu said. “The airline MUST bear responsibility for what has happened to this passenger.”

The NCAA has referred Kenya Airways to Part 19 of its 2023 regulations and reiterated its commitment to protecting the rights of all stakeholders in the aviation industry.