Kenya Airways has fulfilled the payment required by the Nigerian Civil Aviation Authority (NCAA) after being sanctioned for consumer protection breaches, including the notable case involving Nigerian traveler Gloria Ibukun Omisore.
The payment was confirmed by Michael Achimugu, NCAA’s Director of Public Affairs & Consumer Protection, in a statement posted on his official X account on Thursday. However, the aviation regulator stressed that settling the fine does not resolve the core issues that led to the penalties.
Following several discussions, including a visit by the Kenyan High Commissioner to Nigeria and airline representatives from JKIA to the NCAA headquarters, Kenya Airways remitted the penalty fee on September 17, 2025. The payment addresses violations linked to Ms. Omisore’s case and other related customer service complaints.
While recognizing the carrier’s compliance with the financial sanction, the NCAA reminded that the deadline to fully resolve all pertinent matters has passed. Therefore, the settlement does not mark the end of the regulatory concerns.
The NCAA clarified that sanctions aim to enhance flight operations, safety, and passenger treatment rather than merely punishing operators. The authority expects the airline to refine its policies and enhance assistance to travelers, given Kenya Airways’ longstanding ties with the Nigerian market.
This development traces back to an incident in February 2025, when Ms. Omisore was denied boarding on the connecting leg of her journey from Nairobi to Paris despite holding a ticket from Lagos to Manchester via Nairobi and Paris. The airline cited the absence of a Schengen visa as the basis for refusing boarding and offered an alternative route through London, which she reportedly declined.
The situation escalated into a verbal dispute, with Kenya Airways accusing Ms. Omisore of inappropriate conduct. NCAA’s Achimugu criticized how the airline managed the episode, pointing to recurrent allegations of poor treatment of Nigerian passengers. He questioned why Ms. Omisore was allowed to travel from Lagos if visa issues were known and noted the airline’s failure to provide timely alternatives or adequate support during the event.
To substantiate their claims, the NCAA also sought CCTV footage connected to the incident.
The NCAA reaffirmed its commitment to closely oversee the airline’s operations within Nigeria to protect consumer interests and ensure proper documentation handling.
