By Emmanuel Nduka
The Nigerian Civil Aviation Authority (NCAA) has imposed sanctions on Kenya Airways following multiple consumer protection-related infractions involving three Nigerian passengers, including Gloria Omisore.
According to a statement issued by Michael Achimugu, Director of Public Affairs and Consumer Protection, the NCAA formally communicated the sanctions to the airline on May 7, 2025.
The infractions include failure to provide adequate care to passengers, lack of transparency in disclosing terms of carriage, non-responsiveness to regulatory requests, unprocessed refunds and compensation, and mishandling of baggage.
“These penalties are for consumer protection-related infractions including right to care, failure to provide full disclosure of terms of carriage, failure to respond to the Authority’s request, failure to process refund and compensation, and lost baggage,” Achimugu stated on Friday.
He added that “in addition to the fine in line with the NCAA Regulations 2023, the airline has seven days to pay the refunds and compensation of 1000 special drawing rights to the affected passengers.”
The authority warned that failure to comply with the directive would result in stiffer penalties.
