Kenya Airways Pays NCAA Fine Over Passenger Rights Breaches

Kenya Airways has paid the sanction imposed by the Nigerian Civil Aviation Authority (NCAA) over consumer protection violations, including the high-profile case involving Nigerian passenger Gloria Ibukun Omisore.

The NCAA confirmed the development in a statement issued on Thursday by its Director of Public Affairs & Consumer Protection, Michael Achimugu, who disclosed that the airline settled the sanction fee on September 17, 2025.

“After a number of meetings, including a visit to the NCAA by the Kenyan High Commissioner to Nigeria and officials from the airline and JKIA, Kenya Airways has… paid the sanction fee as penalty for the Gloria Omisore and other consumer protection-related infractions,” Achimugu stated on X.

Compliance, But Not Resolution

While the NCAA commended the airline for complying, it stressed that paying the fine does not resolve the underlying issues.

“The timeframe for the resolution of the cases for which this sanction was announced has since elapsed. Therefore, the payment of sanction fines does not conclude the issues,” the authority said.

The NCAA emphasized that sanctions are not punitive but are intended to improve flight operations, safety standards, and passenger handling protocols.

Background to the Sanctions

The penalties followed an incident in February 2025, when passenger Gloria Omisore was allegedly denied boarding on the second leg of her connecting flight from Nairobi to Paris, despite holding a ticket from Lagos to Manchester via Nairobi and Paris.

• Kenya Airways claimed she lacked the required Schengen visa and offered an alternative route via London, which she allegedly declined.
• The situation escalated into a verbal altercation, with the airline accusing her of inappropriate behavior.
• NCAA’s Achimugu, however, faulted the carrier’s handling of the matter, questioning why she was allowed to board the Lagos–Nairobi leg if visa issues were anticipated.
• The regulator also said the airline failed to provide timely alternatives or adequate support and requested CCTV footage to substantiate its claims.

Next Steps

The NCAA reiterated that it expects Kenya Airways to improve its passenger handling processes and prevent similar incidents in the future. The authority said it would continue monitoring the airline’s operations in Nigeria to safeguard consumer rights.

Kenya Airways, which maintains a long-standing relationship with Nigeria, has not yet issued a fresh public statement beyond compliance with the sanction fee.