The Nigeria Civil Aviation Authority (NCAA) and Kenya Airways are in a dispute over the mistreatment of a passenger named Ms. Gloria Ibukun, who was traveling to Manchester, United Kingdom, from Lagos.
A video seen by our reporter shows a heated argument between the Nigerian passenger and airline staff at a transfer desk in Nairobi.
The passenger was flying with connecting flights, as arranged by the airline, and had traveled from Nigeria through Nairobi, Paris, and then to Manchester. However, on her return journey, the airline stopped her in Nairobi, claiming she didn’t have a Schengen Visa.
The NCAA’s Director of Public Affairs and Consumer Protection, Michael Achimugu, confirmed that Kenya Airways had told the passenger she would be routed the same way she came into Nigeria. Achimugu also stated he had a video showing Kenya Airways staff being rude to the passenger.
Through his social media account, Achimugu warned that if the airline did not get Ms. Ibukun to her final destination soon, there would be consequences. He also emphasized that Nigerian passengers should be treated better in 2025.
While criticizing the airline’s unprofessional behavior, Achimugu advised the passenger to avoid violence, pointing out that unruly conduct at airports could lead to blacklisting by the airline or fines. The NCAA does not support such behavior.
Achimugu also criticized the airline for trying to delete the passenger’s video and for allowing her to board the flight in Lagos if there were issues with her visa. He said, “She called the airline before buying her ticket, and they told her she was fine since she had a BRP. Your staff’s comments were unprofessional.”
In response, Kenya Airways stated that they offered the passenger an alternative route through London to Manchester, but she refused. The airline also mentioned that she asked for accommodation, which they do not provide if boarding is denied due to visa issues. They reminded passengers to ensure they have the necessary travel documents.
The airline added that the passenger behaved inappropriately by throwing used sanitary pads at their employees, which they strongly condemned. They also stated that the incident is under investigation, and they are committed to ensuring the safety and well-being of both their staff and passengers.
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