The Nigerian Civil Aviation Authority (NCAA) has summoned Kenya Airways following a viral social media video showing a heated exchange between a Nigerian passenger and airline staff at the transfer desk in Nairobi, Kenya.
The controversy erupted after the airline accused the passenger, identified as Gloria Omisore, of inappropriate behavior, claiming she threw used sanitary pads at employees. However, Omisore alleged she was subjected to inhumane treatment and denied proper care despite a 17-hour layover.
In the video, Omisore was heard demanding basic necessities, including sanitary products and accommodation. “You will provide a sanitary towel. 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,” she lamented.
A Kenya Airways staff member, in response, was seen telling her: “You can never enter our aircraft again. What kind of mannerism is this? Call your president. We will give you nothing.”
Reacting to the incident, the NCAA Director of Public Affairs & Consumer Protection, Michael Achimugu, condemned both the passenger’s actions and the airline’s handling of the situation. He stated, “There is no excuse for unruly passenger behavior, but the airline staff were unprofessional. The airline must bear responsibility for what has happened to this passenger. The NCAA refers Kenya Airways to Part 19 of the NCAA Regulations 2023 and has summoned the airline to its headquarters in Abuja today, Monday, February 3, 2025.”
Meanwhile, Kenya Airways issued a statement defending its stance, clarifying that Omisore was denied boarding due to a lack of a Schengen visa, which is required for entry into European Union countries. The airline claimed it offered her an alternative route via London, which she refused.
“Unhappy with this option, the guest demanded accommodation, which Kenya Airways does not provide in cases where boarding is denied due to visa requirements. In a distressing turn of events, the guest resorted to inappropriate behavior by removing and throwing three used sanitary pads at our employees,” the airline stated.
Kenya Airways emphasized that while it remains committed to customer service, it does not tolerate abuse of its employees. “The incident has been reported and is under investigation by the relevant security agencies,” it added.
The NCAA’s intervention aims to address concerns over passenger rights and airline accountability as the matter continues to spark debate.
