NCAA Takes Strong Action Against Kenya Airways Over Consumer Protection Violations

The Nigerian Civil Aviation Authority (NCAA) has launched a robust enforcement campaign against Kenya Airways after the airline was found in violation of multiple consumer protection rules.

A major issue involved the airline’s failure to apologize, refund, and compensate a Nigerian passenger, Gloria Omisore, within the mandated 48-hour period following a complaint.

Michael Achimugu, NCAA’s Director of Public Affairs and Consumer Protection, explained that despite Kenya Airways’ request for an additional hour to meet the deadline, the airline still failed to take the necessary actions. Furthermore, the airline did not submit a required report regarding a delayed flight that left passengers without compensation.

Achimugu raised concerns after staff members of the airline claimed they were unfamiliar with NCAA regulations during a phone call. To address this, the NCAA is organizing a special retreat for all airlines operating in Nigeria to ensure proper understanding and adherence to the NCAA’s 2023 Part 19 regulations.

The issue involving Omisore began when she was rerouted from Nigeria to the UK via Nairobi and Paris without the proper transit visa. Kenya Airways admitted the mistake of allowing her to board in Lagos. After spending 17 hours in Nairobi, Omisore was informed she would have to wait an additional 10 hours to catch her connecting flight to the UK. When she sought assistance, she was met with inadequate service from the airline’s staff.

The NCAA rejected Kenya Airways’ initial statement on the incident, calling it inaccurate, and gave the airline 48 hours to issue a revised statement, apologize, and compensate Omisore. With the airline failing to meet these demands, the NCAA has moved forward with enforcement measures, which will follow the appropriate legal procedures.