Following a verbal altercation between Kenya Airways staff at the transfer desk and a Nigerian passenger, identified as Omisore, the lady in question has arrived in Nigeria.
Omisore has successfully arrived in Lagos after safely boarded a Kenyan Airways flight to the country, after a viral video captured the incident that has since drawn condemnation.
This is as the Nigeria Civil Aviation Authority (NCAA) has Kenya Airways’ acting station manager.
The video which was posted by Tunde Moshood, the Special Adviser to the Minister of Aviation, Festus Keyamo, on Monday showed Omisore venting her frustration about the mistreatment of herself and other Nigerians by the airline personnel.
The altercation was said to have occurred while Omisore was in Nairobi, Kenya, preparing for a connecting flight.
“Our attention has been drawn to several cases of inhuman treatments of Nigerian passengers in Nairobi by @KenyaAirways,” Moshood said.
“A case of Ms. Omisore G. who flew from Manchester to Lagos, connecting-Man-CDG-NBO-LOS, only to be denied boarding in Nairobi on the 2nd leg of same ticket.”
But Kenya Airways replied Moshood via X, saying the passenger was denied boarding because it was discovered that she did not have a Schengen visa for France, which is a requirement to enter any European Union country.
The airline noted that it offered an alternative route from London to Manchester, which Omisore declined, leading to a verbal altercation.
“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 airline said.
According to the statement, the video did not show the full context of the incident, alleging that Omisore later engaged in inappropriate behaviour by throwing used sanitary pads at the airline’s staff.
Kenya Airways stated further that Omisore requested accommodation after being denied boarding, but noted that it does not provide accommodation in cases of visa-related issues.
It explained that the incident has been reported and is under investigation by the relevant security agencies.
“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,” Kenya Airways said.
But the victim was said to have safely boarded a Kenyan Airways flight heading back to Lagos, Nigeria.
‘History Of Mistreatment’
Also weighing in on the matter, the NCAA said Kenya Airways allegedly has a history of mistreating Nigerians, including the agency’s staff.
NCAA Director of Public Affairs, Michael Achimugu, said the acting station manager of Kenya Airways in Lagos has been invited to a mandatory meeting today to review the incident and address the concerns raised by the authority.
He said Kenya Airways will be asked to provide CCTV footage to support its claims that Omisore threw the sanitary pads at its staff.
“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,” the director said.
“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 and she was told that she was qualified since she own a BRP.
“The statements made by your staff were inappropriate for someone in the industry. “Call your president,” insinuates a lot.
“You will be asked to provide CCTV footage showing that she threw her used sanitary towels AT your staff rather than place them on the table when asked by your personnel to provide evidence that she was bleeding.”
Though the meeting was initially slated for 1 pm, Achimugu said Kenya Airways has requested an extension to provide further details on the matter, with the NCAA granting the airline a 24-hour extension.
