Kenya Airways faces sanctions from Nigeria’s Civil Aviation Authority for multiple consumer protection violations, including inadequate care and mishandling of passenger issues.
Kenya Airways has been sanctioned by the Nigerian Civil Aviation Authority (NCAA) for multiple violations of consumer protection regulations.
The infractions involve failure to provide adequate care, lack of transparency in carriage terms, poor communication with the authority.
Mishandling of refunds and issues related to lost baggage were also reported
In accordance with the NCAA Regulations 2023, Kenya Airways is required to compensate each affected passenger with 1,000 Special Drawing Rights (SDRs).
This is equivalent to over $1,300 USD, and has been given seven days to comply.
Failure to do so will result in more severe penalties.
The sanctions stem from incidents involving passengers, including Nigerian traveler Gloria Omisore.
She experienced significant delays and inadequate assistance during her journey from Lagos to Manchester via Nairobi and Paris.
The NCAA’s investigation revealed that Kenya Airways failed to recognize that she lacked a France transit visa before flying her from Lagos to Nairobi.
This resulted to extended layovers and inadequate care during her wait.
This action underscores the NCAA’s commitment to enforcing passenger rights and holding airlines accountable for service failures.
The authority has warned that non-compliance with its directives will attract stiffer penalties.
