The Nigerian Civil Aviation Authority (NCAA) has imposed sanctions on Kenya Airways for multiple violations of the Nigeria Civil Aviation Regulations (Nig. CARs), specifically in relation to passenger rights and consumer protection.
In a statement issued on 7 May 2025, the NCAA cited several infractions committed by the airline, including inadequate care for passengers, failure to disclose full terms of carriage, delay in refund and compensation processing, non-responsiveness to regulatory correspondence, and mishandling of baggage.
The regulatory action follows a series of complaints, most notably from a Nigerian passenger, Gloria Omisore, who was left stranded at Jomo Kenyatta International Airport, Nairobi, in February 2025. Ms Omisore, reportedly held over visa issues, received little to no support from Kenya Airways staff during the ordeal. The incident sparked public outcry and drew the attention of aviation authorities in Nigeria.
Also Read:Â Nigeria, Brazil to Review Air Services Agreement
The NCAA directed Kenya Airways to compensate each affected passenger with 1,000 Special Drawing Rights (SDR), in line with international aviation standards. In addition, the airline is required to process any outstanding refunds within seven days. The authority warned that failure to comply may result in further regulatory measures, including suspension of flight approvals.
The Director of Public Affairs and Consumer Protection at the NCAA, Michael Achimugu, reiterated the Authority’s commitment to upholding passenger rights. He stressed that all airlines operating within Nigerian airspace must adhere strictly to the provisions of the Nigeria Civil Aviation Regulations 2023.
The NCAA also noted that Kenya Airways had failed to issue a public apology or retract misleading statements made in response to the February incident, despite explicit directives from the regulatory body.
This latest enforcement action is part of the NCAA’s broader efforts to ensure consumer protection and accountability across the aviation sector in Nigeria.
