Kenya Airways Fined in Nigeria Over Passenger Rights Violation

Kenya Airways (KQ) is once again in the spotlight after the Nigerian Civil Aviation Authority (NCAA) slapped the national carrier with a fine and a strict ultimatum over the mishandling of passengers.

The NCAA has given the airline seven days to compensate three passengers who were denied boarding and missed their connecting flights in February this year. One of the affected passengers was traveling from Lagos to Paris via Nairobi, only to be barred from continuing her journey after landing at Jomo Kenyatta International Airport (JKIA).

According to the NCAA’s director of consumer protection, Michael Achimugu, the airline failed to fully disclose travel requirements, notably the Schengen visa, which is mandatory for entry into most European countries. The oversight, authorities say, led to unnecessary distress for the passengers.

“In addition to the fine under NCAA Regulations 2023, Kenya Airways has seven days to pay compensation equivalent to 1,000 Special Drawing Rights (SDRs) and issue refunds to the affected passengers,” said Achimugu in a public statement issued via X (formerly Twitter) on May 7.

The incident became a viral sensation earlier this year after one passenger engaged in a heated exchange with a KQ staff member at the transfer desk in Nairobi, accusing the airline of negligence.

KQ has defended its position, stating that it followed standard immigration procedures and offered the passenger an alternative route through London and onward to Manchester. The passenger declined the new itinerary and demanded accommodation, which the airline says it does not provide in visa-related denials.

Critics, however, argue that the airline failed in its duty to inform the passenger about entry requirements at the time of booking or departure, a key element of customer care and regulatory compliance.

The NCAA also noted that KQ had not refunded ticket costs nor compensated for lost baggage, further aggravating the situation.

If the airline fails to comply within the specified timeframe, the Nigerian aviation regulator has threatened stiffer penalties, possibly including further sanctions or operational restrictions in Nigeria.

Meanwhile, Kenya Airways continues to push its expansion strategy in West Africa. The Kenyan government is reportedly negotiating with Ghana to establish a secondary hub in Accra, a move expected to strengthen KQ’s position in the region.

This fine marks another turbulent moment for the struggling airline, which has been trying to rebuild passenger confidence and streamline operations after years of financial turbulence and service complaints.

In other news: Nine Family Members Killed in Siaya Arson Attack to Be Buried in Mass Grave

Kenya Airways Fined in Nigeria Over Passenger Rights Violation