Kenya Airways is Sorry for Treatment Given to a Nigerian Passenger

Gloria Omisore, at Jomo Kenyatta International Airport, a video of a heated argument between Ms. Omisore and Kenya Airways staff went viral.

Ms. Omisore was flying Lagos to Manchester via Nairobi and Paris, but Kenya Airways discovered in Nairobi that she lacked a Schengen visa.

They say they offered her a flight to Manchester via London, but she refused.

They also claim they don’t provide hotel rooms for passengers denied boarding due to visa problems.

Nigeria’s Civil Aviation Authority (NCAA) called in Kenya Airways’ country manager, James Nganga, along with other staff, after the incident.

The meeting revealed that Ms. Omisore had checked her visa requirements with Kenya Airways on December 7, 2024, and was told she didn’t need a Schengen visa.

She then bought her ticket and flew to Nairobi without problems, only to have the visa issue flagged upon arrival.

Kenya Airways offered a London connection at no extra cost, but a 10-hour wait was involved.

Ms. Omisore asked for a hotel room and care, which was refused, leading to the argument.

Kenya Airways admitted their initial statement was inaccurate and that they should have caught the visa issue earlier.

During the argument, Kenya Airways staff reportedly insulted the Nigerian President’s office.

The country manager apologized for this and said disciplinary action against the staff would be determined by their superiors in Nairobi.

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