Nigeria Slams Kenya Airways Over Insult to President Tinubu, Demands Action Within 48 Hours

Nigeria Slams Kenya Airways Over Insult to President Tinubu, Demands Action Within 48 Hours

The Nigerian Civil Aviation Authority (NCAA) has issued a sharp condemnation following an incident involving a Kenya Airways staff member insulting the office of Nigeria’s President Bola Tinubu. This follows a viral altercation between a Nigerian passenger, Gloria Omisore, and an airline agent at Nairobi’s Jomo Kenyatta International Airport.

The incident occurred after Omisore, who was traveling through Nairobi on a return trip from Manchester, faced issues with her visa requirements. As tensions rose, a Kenya Airways agent dismissed her complaints, telling her to “call your president,” a remark that quickly went viral on social media, causing outrage.

Michael Achimugu, Director for Consumer Protection and Public Affairs at the NCAA, expressed deep dissatisfaction with the agent’s behavior. He questioned whether such treatment of customers was typical for the airline. “Call your president,” Achimugu said, reflecting on his own disappointment with the incident. He questioned whether this type of conduct reflected Kenya Airways’ standard procedure for handling customer complaints.

In a meeting with Kenya Airways officials on Tuesday, Achimugu made it clear that the airline’s response was unprofessional. He pointed out that Omisore had been misinformed about her visa requirements and was left stranded without accommodation when the airline failed to provide assistance. Omisore had been assured prior to her flight that there would be no issues despite her lack of a Schengen visa, but the airline overlooked the visa requirement for her Paris transit leg during her return journey.

Kenya Airways has since apologized for the behavior of its employee and admitted the mishandling of Omisore’s case. The airline confirmed that it would investigate the matter and work to improve its customer service procedures in line with NCAA regulations. These regulations mandate that airlines operating in Nigeria must have dedicated customer relations desks to address such concerns.

Achimugu also clarified that no excuse would be accepted for the employee’s misconduct, whether by the staff member or the airline itself. “I expressed deep disappointment about the unruly Kenya Airways staff who insulted the office of the President of Nigeria, insinuating that the airline could do anything to Nigerians and nothing would happen,” Achimugu said.

He continued to press for accountability, asking the Kenya Airways management what disciplinary measures would be taken against the employee. The airline’s Country Manager, James Nganga, acknowledged the employee’s actions as being out of line and offered an apology on behalf of the airline. However, Nganga deferred the decision on specific disciplinary actions to higher-ups in Nairobi.

The NCAA’s response was firm: Kenya Airways was ordered to publicly apologize to both Omisore and the Nigerian Civil Aviation Authority. In addition, the airline was instructed to issue a revised statement clarifying the facts of the incident and compensate Omisore for the distress she experienced. The airline was given 48 hours to comply with these directives, emphasizing the urgency of correcting the misleading information that had initially been circulated.

The incident gained further attention when Omisore shared a viral video of the altercation. In the video, the Kenya Airways employee is heard telling Omisore that she would not be allowed to fly with the airline again. When Omisore responded that she was speaking with Nigeria’s finance minister, the agent retorted that she could call the Nigerian president instead.

The apology from Kenya Airways came after a detailed meeting between the airline’s management and NCAA officials in Abuja. Michael Achimugu shared updates on the situation through his official social media account, revealing that the airline had admitted its fault in not recognizing the issue before allowing Omisore to board the flight in Lagos.

Omisore, a Nigerian with a British residence permit but without a Schengen visa, had contacted Kenya Airways before her trip to confirm her eligibility to fly the route. She had made it clear that she did not have a Schengen visa, but the airline assured her there would be no problem. Despite this, when she was attempting to board her return flight from Lagos, the airline failed to acknowledge the need for a transit visa for her connection through Paris.

Kenya Airways initially offered to rebook Omisore on a direct flight to London at no extra cost, but this would have required her to wait for an additional 10 hours after a 17-hour layover. During this time, she was not provided with adequate care or assistance, which led to her frustration.

The NCAA condemned the airline’s staff behavior, which had escalated the situation further. Achimugu was particularly upset by the insulting remarks about the Nigerian government, suggesting that the airline felt it could act with impunity. “I expressed deep disappointment over the unruly behaviour of the airline’s staff, particularly the disparaging remarks about the Nigerian government,” he said.

Furthermore, Achimugu clarified that Omisore never refused to board the alternative flight, as initially claimed by the airline. Instead, her frustration stemmed from being denied basic care and enduring a prolonged wait after the airline had already acknowledged its mistake.

The NCAA has now demanded that Kenya Airways issue a public apology, reflecting the true events of the situation. They have also ordered the airline to compensate Omisore for the humiliation and distress she endured, which had even put her job security at risk.

Initially, Kenya Airways had requested 72 hours to respond to the NCAA’s directive. However, the NCAA rejected this request and insisted on a 48-hour window for compliance, stating that “truth should not be that hard to publish, considering how swiftly the misleading statement was released.”

A previous report by The PUNCH highlighted the ongoing dispute between the NCAA and Kenya Airways over Omisore’s mistreatment during her journey. This included a viral video showing the altercation between Omisore and Kenya Airways staff at the Nairobi transfer desk.

In their earlier statement, Kenya Airways claimed that Omisore became unruly after being denied boarding due to visa issues. They alleged that she threw used sanitary pads at staff, an accusation that Omisore has not publicly addressed. The airline also reiterated its position that it does not provide accommodation for passengers who are denied boarding due to visa-related issues, placing the responsibility on the passenger to ensure all travel documentation is in order.

As the situation continues to unfold, Kenya Airways faces significant pressure to resolve the issue swiftly and take corrective measures. The NCAA’s firm stance and the widespread public outrage following the viral video suggest that the airline will need to take substantial steps to restore trust among Nigerian passengers and comply with regulatory standards.

In the coming days, further updates will be provided as Kenya Airways works to meet the NCAA’s demands and issue the required public apology and compensation to the affected passenger. The outcome of the investigation into the incident and any disciplinary actions taken against the airline’s staff will be closely watched by aviation stakeholders and the general public alike.