The Nigerian Civil Aviation Authority (NCAA) has initiated maximum enforcement action against Kenya Airways for failing to comply with guidelines on customer protection.
This followed the airline’s refusal to apologise, refund, and compensate a passenger, Gloria Omisore, for a flight disruption within 48 hours.
The NCAA Director of Public Affairs and Consumer Protection, Michael Achimugu, said in a statement posted on X handle on Saturday that although the airline requested an extension of one hour after the 48 hours elapsed, it failed to comply with the agency’s demand.
He added that Kenya Airways failed to send in a compliance report about a scheduled flight that was delayed for seven hours with no compensation for the passengers.
The spokesman, who said the Kenya Airways team claimed ignorance of the NCAA Regulations when confronted on the matter, wondered how a company would operate in a foreign country with no recourse to the relevant laws.
He wrote: “To this end, we are organising a retreat for all airlines operating in Nigeria to learn and relearn Part 19 of the NCAA Regulations 2023.
“The Country Manager in Nigeria apologised for the Gloria Omisore incident. The airline admits that they should never have boarded the passenger from Lagos.
“The airline failed to discover the lack of a France transit visa and flew this passenger to Nairobi where she had a 17-hour layover, only to be told that she would have to endure a further 10-hour wait if she must be flown to the UK.”
