By Cyril Ogar
Nigerian Civil Aviation Authority ,NCAA, has clashed with Kenya Airways over the maltreatment of a Nigerian passenger and has challenged the airline to provide CCTV evidence showing the female passenger assaulting the airline staff by throwing used sanitary pads on them.
The NCAA made the challenge after the airline responded to a viral video that showed a Nigerian woman being maltreated by agents of Kanya Airways over SCHENGEN Visa issues.
Michael Achimugu, NCAA Director of Public Affairs & Consumer Protection, issued the order on his X account.
He demanded the airline transport Ms. Omisore to her final destination within hours or face possible consequences. The female passenger was traveling from Lagos to Nairobi, Paris and Manchester.
In an explanation, Kenya Airways claimed, “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. She was offered an alternative to travel through London and onward to Manchester, which she refused”.
The airline declined to provide accommodation for the passenger saying, “The Kenya Airways does not provide in cases where boarding is denied due to visa requirements. It is the responsibility of passengers to ensure they have the necessary documentation for their journey”.
The airline claimed she resorted to inappropriate behaviour by removing and throwing 3 used sanitary pads at our employees.
“We expect all interactions to be based on mutual respect. Our employees deserve to work in a safe and dignified environment, and we do not tolerate any abuse from our employees or guests. The incident has been reported and is under investigation by the relevant security agencies”, said Kenya Airways.
The NCAA’s Director, Public Affairs & Consumer Protection, Michael Achimugu in response accused Kenyan Airways of having a bad track record of maltreatment against Nigerian customers.
NCCA further questioned the airline over allowing her to pay for tickets despite notifying the airline about her visa status before paying for the ticket.
NCAA said, “There is a long history of maltreatment against your airline, of Nigerian passengers. These passengers include staff of the NCAA. I have advised the passenger that unruly behaviour is inexcusable at any airport and she can be blacklisted by the airline, and even pay fines. The NCAA does not condone unruly behaviour.
“There is no basis to have tried to forcefully delete her video. 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. She flew into Nigeria via your airline on the same route.
“She claims to have called the airline before paying for the ticket and she was told that she was qualified since she own a British Passport ,BRP. The statements made by your staff were inappropriate for someone in the industry. “Call your president”, insinuates a lot.
“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.
“The NCAA has invited your Ag. Station Manager in Lagos to a meeting by 1pm today. We will review all of the issues. Attendance is mandatory”.
Michael Achimugu in swift response to Kenya Airways’ statement, criticizing the airline’s handling of the situation. He pointed out that there was a long history of mistreatment of Nigerian passengers by Kenya Airways, including staff members of the NCAA.
He expressed his disappointment with the airline’s actions, particularly in allowing Ms. Omisore to board her initial flight from Lagos without ensuring the proper visa documentation was in place.
Achimugu also addressed the issue of Ms. Omisore’s behavior, stating that while the NCAA does not condone unruly conduct, there was no justification for Kenya Airways trying to delete her video of the incident.
He questioned why the airline allowed Ms. Omisore to board in Lagos, despite her potential visa issues. Furthermore, Achimugu criticized the airline for not offering her the alternative option earlier and for the staff’s inappropriate remarks during the interaction.
Additionally, Achimugu demanded that Kenya Airways provide CCTV footage to substantiate their claims of Ms. Omisore throwing the sanitary pads at staff.
He confirmed that the NCAA had invited Kenya Airways’ Acting Station Manager in Lagos to a meeting to review the incident in detail, urging attendance to address the concerns raised.
