The Nigerian Civil Aviation Authority (NCAA) and Kenya Airways are currently at odds over allegations of passenger mistreatment involving Ms. Gloria Ibukun Omisore, who was traveling from Lagos to Manchester, United Kingdom.
According to reports, Ms. Omisore’s itinerary, arranged by Kenya Airways, included connections through Nairobi and Paris before reaching Manchester—the same route she had previously taken into Nigeria. However, during her return journey, airline officials in Nairobi denied her boarding, citing the absence of a Schengen visa.
A video circulating online captures a heated exchange between Ms. Omisore and Kenya Airways staff at the Nairobi transfer desk. The NCAA’s Director of Public Affairs and Consumer Protection, Michael Achimugu, commented on the incident, stating that the airline had confirmed the passenger’s travel route and criticized the conduct of the airline’s staff towards Ms. Omisore. 
Achimugu emphasized that if Kenya Airways failed to transport the passenger to her final destination promptly, there would be consequences. He also advised Ms. Omisore against engaging in unruly behavior, noting that such actions are unacceptable in airport settings and could lead to blacklisting or fines.
In response, Kenya Airways stated that they offered Ms. Omisore an alternative route through London to Manchester, which she declined. The airline also claimed that Ms. Omisore requested accommodation, which they do not provide when boarding is denied due to visa issues. Furthermore, the airline alleged that Ms. Omisore exhibited inappropriate behavior by throwing used sanitary products at their employees, an action they strongly condemned.
The incident has been reported to relevant security agencies and is currently under investigation. Both parties await further developments as the inquiry progresses.
