The Civil Aviation Administration of Nigeria (NCAA) announced plans to impose “maximum enforcement actions” on Kenyan Airlines’ violations of multiple consumer protections. NCAA Director of Public Affairs and Consumer Protection Michael Achimugu disclosed this in a statement Saturday, February 8.
Achimugu expressed concern about Kenya Airlines’ obligations to non-comply with aviation regulations, especially its obligations to passenger transport and compensation policies. He said that despite the opportunity to resolve these issues, the airlines have not taken corrective measures.
The decision comes after a dispute involving Nigerian passenger Gloria Omisore, who highlighted Kenya Airlines’ abuse of passengers. The video shared by Tunde Moshood, Special Adviser for Aviation Minister, caught a verbal dispute between Omisore and airline employees on the transfer stage. Omisore accused the airline of abuse of Nigerians, while Kenya Airways claimed she was denied boarding due to the lack of a Schengen visa from France, a requirement to enter any EU country.
Kenya Airlines claimed in her defense that it provided Omiso with an alternative route from London to Manchester, which she refused and accused her of throwing second-hand pads at staff during a dispute in Nairobi. However, the NCAA found Kenya Airlines’ fault for allowing Omisore to fly without a Schengen visa and criticized the behavior of its employees.
A meeting with Kenya Airlines officials on February 4, including the airline’s country manager, station manager and duty manager, the NCAA asked the airline to apologize to the public and demand compensation from Omisore. The NCAA also requested an updated official statement to reflect the real incident. The agency provided Kenya Airlines with 48 hours of compliance, but noted on Saturday that the airline failed to meet the deadline even after an hour of request was requested.
Achimugu highlighted other violations of consumer protection by Kenya Airlines, including seven-hour delays that passengers were not compensated. He criticized the airline for operating in Nigeria in the absence of local regulations, saying: “How do you do business abroad without needing to assist with the regulations?”
In response, the NCAA plans to make a mandatory retreat for all airlines operating in Nigeria to ensure compliance with its 2023 consumer protection regulations. Achimugu added: “CAA is frustrated with the airline’s actions. The case of unpaid refunds, despite admitting that the loss was lost, did not compensate for the lost luggage and failed to fulfill the promise.”
The NCAA’s legal department has been notified that the agency vows to launch “strict enforcement actions” against Kenya Airlines through due process.
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