NCAA Summons Kenya Airways over passenger’s maltreatment

The Nigerian Civil Aviation Authority, (NCAA), has summoned Kenya Airways to its headquarters in Abuja over a social media video showing a heated exchange of words between a maltreated Nigerian passenger and Kenya Airways agent at the transfer desk in Nairobi.

This was followed by stiff criticism of the passenger by the airline, which stated that the Nigerian traveller behaved inappropriately to its employees by removing and throwing three used sanitary pads at them.

A video of the intense exchange between a Kenya Airways staff and a Nigerian passenger, Gloria Omisore, travelling from Lagos to Nairobi, Paris and Manchester via the carrier surfaced on social media on Sunday.

In the footage, Omisore could be seen complaining about inhumane treatment by the airline, lamenting that she was not adequately taken care of despite a 17-hour layover.

Omisore said: “You will provide a sanitary towel. I am speaking to the Minister of Finance of Nigeria. I want a hotel; I need sanitary towel. You will give me food tonight. Very wicked set of people. 17 hours layover. I have blood clot issues.”

However, the Kenya Airways staff member was seen telling Omisore: “You can never enter our aircraft again. What kind of mannerism is this? Call your president. We will give you nothing.”

The NCAA’s Director, Public Affairs & Consumer Protection, Michael Achimugu in response accused Kenyan Airways of having a 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.”