NCAA Takes On Kenya Airways Over Alleged Passenger Mistreatment

The Nigeria Civil Aviation Authority (NCAA) and Kenya Airways are embroiled in a bitter dispute over allegations of passenger maltreatment, specifically involving Ms. Gloria Ibukun, who was traveling from Lagos’ Murtala Muhammed Airport to Manchester, United Kingdom.

Persecondnews reports that a viral video showed a fierce argument between the Nigerian passenger and airline officials at the transfer desk in Nairobi.

It is reported that the passenger flew into the country on a connecting flight as scheduled by the airline.

Kenya Airways had booked her on a multi-leg journey from Nigeria to Manchester, via Nairobi and Paris, a route she had taken previously to arrive in the country.

However, on her return journey to Manchester, the airline abandoned her in Nairobi, citing her lack of a Schengen Visa as the reason.

The NCAA’s Director of Public Affairs and Consumer Protection, Mr. Michael Achimugu, confirmed that he has obtained the video.

Achimugu 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.

“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.

“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.”

In response, Kenya Airways clarified that they had offered the passenger an alternative route from Nairobi to Manchester via London, but the passenger declined the offer.

In a statement posted on its X handle on Monday, the airline further explained that after the passenger declined their alternative travel option, she requested accommodation.

It said: “Kenya Airways does not provide accomodations 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.”

Persecondnews recalls that a similar incident occurred on January 8, 2025, in which an unruly female passenger disrupted an Ibom Air flight from Uyo to Abuja, originally scheduled to depart at 17:30 hrs, affecting 89 other travelers.

The airline refused to carry the passenger’s overweight luggage on the same flight, citing its earlier announcement that luggage exceeding 20kg would be transported on the next available flight.

Upon discovering that her luggage had not been loaded onto the plane, the irate passenger stormed off the aircraft in protest.

The passenger requested permission to retrieve her handbag from the cabin, but instead, she obstructed the aisle, refusing to let the flight depart until her luggage was loaded.

NCAA reported that the unruly passenger has faced court charges and been released on bail.