Kenya Airways has settled a sanction imposed by the Nigerian Civil Aviation Authority (NCAA) on September 17, 2025, for consumer protection violations, including the mistreatment of Nigerian passenger Gloria Ibukun Omisore, but the regulator stressed that payment alone does not resolve underlying operational failures.

NCAA’s Director of Public Affairs and Consumer Protection, Michael Achimugu, announced the development via X, noting that the fine followed multiple meetings, including with the Kenyan High Commissioner and airline officials.

The penalty stemmed from a February 2025 incident where Omisore was denied boarding on a Nairobi-Paris leg of her Lagos-Manchester flight, citing an absent Schengen visa. The airline offered a London reroute, which she reportedly refused, leading to a heated dispute.

Achimugu criticized Kenya Airways for allowing Omisore’s initial Lagos boarding despite visa discrepancies and failing to provide timely support, flagging a pattern of alleged mistreatment of Nigerians. The NCAA demanded CCTV footage to verify claims of her “inappropriate behavior,” which the airline has not publicly addressed.

While commending the payment, Achimugu emphasized that unresolved case deadlines mean the airline must overhaul passenger handling and documentation processes.

The sanction, reportedly in the millions of naira (exact figure undisclosed), aligns with NCAA’s enforcement under the Nigeria Civil Aviation Regulations 2023, Part 19, which mandates fair treatment and compensation for disruptions.

Kenya Airways, operating 14 weekly flights to Nigeria, faces ongoing NCAA monitoring to ensure compliance.