NCAA, Kenya Airways lock horns over passenger’s maltreatment
The Nigeria Civil Aviation Authority and Kenya Airways are currently engaging in an exchange of words over allegations concerning the maltreatment of a passenger identified as Ms Gloria Ibukun, who was heading to Manchester, United Kingdom, from the Murtala Muhammed Airport in Lagos.
A video sighted by this correspondent showed a fierce argument between the Nigerian passenger and airline officials at the transfer desk in Nairobi.
The passenger was said to have flown into the country through connecting flights as routed by the airline.
The PUNCH gathered that Kenya Airways routed her to travel from Nigeria through Nairobi, Paris, and then to Manchester, the same route she had followed into the country. But while returning to Manchester, the airline dropped her in Nairobi upon claims that she doesn’t have a Schengen Visa.
Meanwhile, in a chat with the Director of Public Affairs and Consumer Protection of the NCAA, Michael Achimugu, told our correspondent that the airline had confirmed to the passenger that she had been routed to fly through the same route she flew into Nigeria.
Achimugu added that he is in possession of a video that showed that officials of Kenya Airways were rude to the Nigeria passenger.
The NCAA publicist, through his X account on Monday, insisted that if Kenya Airways refused to take the passenger to her destination, there would be consequences.
He said, “If Ms Gloria Ibukun Omisore is not airlifted safely to her final destination within a couple of hours, there will be ramifications. There are limits that must not be crossed, and in 2025, you will treat Nigerian passengers better.”
While stressing that the airline officials were unprofessional in their dealing, Achimugu also cautioned the passenger to shun violence, stressing that “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.”
Chastising the airline, Achimugu added, “ 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, but she was told that she was qualified since she owns a BRP. The statements made by your staff were inappropriate for someone in the industry. “Call your president,” insinuates a lot.
Responding, Kenya Airways explained that the passenger was offered an alternative to travel through London and onward to Manchester, but the passenger refused.
The airline, in its statement posted on its X handle, added that, upon the passenger’s refusal of the airline’s option, she requested accommodation, “ which Kenya Airways does not provide in cases where boarding is denied due to visa requirements. It is the responsibility of passengers to ensure they have the necessary documentation for their journey.
“In a distressing turn of events, the guest resorted to inappropriate behaviour by removing and throwing three used sanitary pads at our employees.
“We strongly condemn such conduct. While we remain committed to delivering exceptional service, we expect all interactions to be based on mutual respect. Our employees deserve to work in a safe and dignified environment, and we do not tolerate any abuse from our employees or guests.
“The incident has been reported and is under investigation by the relevant security agencies. We are committed to taking the necessary steps to ensure the well-being and safety of our employees and guests at all times.”
