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KFC continues to face blowback over its staff’s refusal to allow a wheelchair into its Lagos airport restaurant.
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The international restaurant brand attempted to apologise to Debola Daniel on Thursday.
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However, the apology has raised questions.
Eko Hot Blog reports that KFC Nigeria, on Thursday, published an apology to Debola Daniel, the son of a former Governor of Ogun State, Gbenga Daniel, who moves with the aid of a wheelchair, after staff stopped him from entering the company’s restaurant at the Murtala Muhammed International Airport, Ikeja, Lagos State.
The company’s apology is contained in a statement posted on X, formerly known as Twitter.
EDITOR’S PICKS
Eko Hot Blog had on Wednesday reported how KFC staff told Daniel on Tuesday night that wheelchairs were not allowed at their restaurant.
The alleged action contravenes the Discrimination Against Persons With Disabilities (Prohibition) Act, 2018 which prescribes a N1 million fine for erring corporations.
It also violates the Lagos State law on People with Special Needs, Part C, section 55 of General Provisions on Discrimination which states that,” A person shall not deprive another person of access to any place, vehicle or facility that members of the public are entitled to enter or use on the basis of the disability of that person.”
As a result of these violations, the manager of airports in Nigeria, the Federal Airports Authority of Nigeria (FAAN), closed the KFC facility on Thursday morning.
In its apology, the restaurant claimed that it was “unwavering” in its stance against bias or discrimination.
KFC Nigeria further claimed that the discriminatory conduct was “mot reflective of our standards”, but did not say whether there was a policy banning wheelchairs from its restaurants as staff claimed.
“KFC is unwavering in our stance against bias or discrimination in any form, with inclusivity and respect as non-negotiable pillars of our values,” the statement reads.
“However, this recent incident has underscored the pressing need for immediate action. We have embarked on efforts to address the situation. We deeply regret the frustration and distress experienced by our guest and extend sincere apologies to those affected.
“In response, we are urgently implementing inclusion training for all our employees. This incident is not reflective of our standards, and we will act swiftly to rectify it.
“We are actively exploring actions to equip our team members and restaurants better to ensure that every guest feels genuinely welcomed and that we deliver empathetic customer service that proactively addresses the diverse needs of each guest.”
KFC is unwavering in our stance against bias or discrimination in any form, with inclusivity and respect as non-negotiable pillars of our values.
However, this recent incident has underscored the pressing need for immediate action. We have embarked on efforts to address the… pic.twitter.com/AHYm4tc3bY
— KFC Nigeria (@kfcnigeria) March 28, 2024
The apology, which failed to mention Daniel by name, has attracted plenty of criticisms of “corporate speak” and not being genuine.
Four paragraphs of waffling corporate-speak likely dictated by a litigation conscious lawyer. 🤦🏽
You haven't really apologized to your supposed "guest". 🙄
You haven't addressed why there was a NO WHEELCHAIR policy in the first place. 😐
Just empty grammar and vibes.
Shame. https://t.co/dnQylZE0pY
— Davina Owombre (@dee_owombre) March 28, 2024
My God! Who advised you people! Plenty English void of actual empathy it disguises to communicate.
Its clear an apology would mean admittance and you don't want to be liable in court so you would speak all this jargon.
You've failed as a brand to show actual care.
This isn't… https://t.co/pqWTE7UoRT
— Chef Fregz (@Chef_Fregz) March 28, 2024
It has also been criticised for not addressing the question of whether it had instituted a discriminatory policy.
While claiming discrimination is not reflective of its values, KFC failed to clarify whether its staff acted out of order, prompting insinuations that the restaurant workers indeed denied entry to the wheelchair user in adherence to company policy.
Film producer and actor, Kemi Akindoju, queried the statement, writing that, “Is the ‘no wheelchair allowed’ policy your organisation’s policy or not? This statement makes it sound like your staff decided to act out. Was she representing the position of your organisation or not? That’s what you need to clarify first.”
Is the "no wheelchair allowed" policy your organisation's policy or not? This statement makes it sound like your staff decided to act out. Was she representing the position of your organisation or not? That's what you need to clarify first. https://t.co/rHJZQgEeiY
— Kemi Lala Akindoju (@lalaakindoju) March 28, 2024
FURTHER READING
Besides the KFC statement’s ambiguity on a wheelchair policy, it has been criticised as created with an AI tool due to the lack of human tone in it.
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