- Kenya Airways pays sanction fee over Gloria Omisore incident and other passenger rights violations.
- NCAA insists payment of fine does not end the case; follow-up actions to continue.
- Omisore’s case involved delayed travel, denied care, and breach of consumer protection rules.
Kenya Airways has paid the sanction imposed by the Nigerian Civil Aviation Authority (NCAA) over violations of passenger rights, including the case involving Nigerian citizen Gloria Omisore.
The payment was made on Wednesday, 17th September 2025, after a series of high-level meetings involving representatives of Kenya Airways, the Kenyan High Commission in Nigeria, and officials from Jomo Kenyatta International Airport.
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EKO HOT BLOG reports that the Director of Public Affairs and Consumer Protection at the NCAA, Mr. Michael Achimugu, confirmed the payment in an update posted on Thursday.
“Kenya Airways on Wednesday, 17th September 2025, settled the sanction fee related to the Gloria Omisore case and other infractions against consumer protection guidelines,” Achimugu stated.
He emphasised that NCAA’s sanctions are not meant to penalise airlines, but to encourage strict adherence to safety standards and proper treatment of passengers.
“Sanctions issued by the NCAA are not for punishment. They are corrective tools to improve airlines’ operations, particularly in terms of passenger welfare and safety procedures,” he added.
While commending the airline for complying, Achimugu made it clear that the payment does not conclude the matter, as the deadline for resolving the complaints had passed.
“Paying the fine is only part of the process. NCAA will continue to follow up on this case. We remain committed to protecting the rights of all passengers while also supporting airlines in fulfilling their obligations,” he said.
He also acknowledged Kenya Airways’ long-standing relationship with Nigeria, noting that the penalty was specific to this incident and does not take away from the airline’s positive contributions.
The NCAA reaffirmed its commitment to enforcing aviation regulations, particularly those that protect consumers and ensure international standards are upheld.
The case in question dates back to February 2025, when Nigerian passenger Gloria Omisore accused Kenya Airways of mistreatment during a disrupted journey.
Omisore was denied boarding on a connecting flight to Paris from Nairobi due to a missing Schengen transit visa, even though she claimed the airline had earlier confirmed her eligibility to fly.
The issue resulted in a prolonged layover of 17 hours, followed by an additional 10-hour delay before she was rebooked on a flight to London.
Omisore requested accommodation and medical care due to fatigue, but the airline declined, citing that such services are not applicable for visa-related denied boardings.
The incident later escalated, with video footage showing a confrontation in which Omisore allegedly threw used sanitary items at staff.
The NCAA subsequently investigated the matter and found Kenya Airways guilty of violating consumer rights and giving misleading public statements.
In May 2025, the NCAA directed the airline to pay compensation of 1,000 Special Drawing Rights (SDR) each to Omisore and two other affected passengers.
The airline was also ordered to issue a formal public apology.
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