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Kenya Airways has settled the sanction fee imposed by the Nigerian Civil Aviation Authority (NCAA) over passenger rights violations, including the case involving Nigerian traveller, Gloria Omisore.
Director of Public Affairs and Consumer Protection at the NCAA, Michael Achimugu, confirmed the development in a post on his official X account on Thursday.
He said the airline paid the penalty on Wednesday, September 17, 2025, after a series of meetings involving the Kenyan High Commissioner to Nigeria, airline representatives, and officials from Jomo Kenyatta International Airport.
“Kenya Airways has, on Wednesday 17/09/2025, paid the sanction fee as a penalty for the Gloria Omisore and other consumer protection-related infractions,” Achimugu confirmed.
He explained that NCAA sanctions were designed to ensure compliance with safety and passenger-handling standards.
“As always, NCAA sanctions are not to punish operators, but to help improve their flight operations, especially with regard to safety and passenger handling protocols,” he said.
While commending Kenya Airways for complying, Achimugu stressed that the fine did not mark the end of the matter, as the timeframe for resolving the complaints had already elapsed.
“The payment of sanction fines does not conclude the issues. The NCAA will follow through and is assuring both passengers and airlines of its commitment to protecting their rights and responsibilities,” he added.
Achimugu further described the penalty as case-specific, noting that it does not diminish Kenya Airways’ long-standing partnership with Nigeria.
The NCAA vowed to continue enforcing regulations to protect passengers and ensure airlines operate in line with global aviation standards.
The sanction followed an incident in February when Nigerian passenger, Gloria Omisore, accused the airline of mishandling her during a disrupted trip that left her stranded at Nairobi’s Jomo Kenyatta International Airport. Omisore, who was denied boarding on her connecting flight to Paris over a missing Schengen transit visa, claimed the airline had earlier assured her she was eligible to travel.
The dispute resulted in a 17-hour layover and another 10-hour delay for an alternative London route. During the wait, Omisore requested accommodation and care but was turned down by the airline.
The matter escalated into a confrontation, captured on video, in which she allegedly threw used sanitary pads at staff.
The NCAA, after investigating, found Kenya Airways guilty of breaching consumer protection regulations and misleading the public in its initial statements.
On May 7, 2025, the agency ordered the airline to compensate three affected passengers, including Omisore, with 1,000 Special Drawing Rights each, in addition to issuing a public apology.