The action follows a summons issued by the NCAA in February to Kenya Airways' headquarters in Abuja. This summons was prompted by a widely circulated social media video depicting a heated argument between Omisore and a Kenya Airways agent at the airline's transfer desk in Nairobi.
Omisore, who was traveling from Lagos to Nairobi, Paris, and Manchester via the airline, had publicly decried the "inhumane treatment" she experienced. Kenya Airways subsequently acknowledged their error in handling the situation.
On Wednesday, the NCAA formalized its disciplinary action by sending a letter of sanction to the airline, citing several breaches related to consumer protection regulations.
Mr. Mike Achimugu, the Director of Public Affairs & Consumer Protection at the NCAA, announced the sanctions via his X (formerly Twitter) account. He detailed the infractions as including the denial of the right to care, failure to provide complete disclosure of the terms of carriage, non-responsiveness to the Authority’s inquiries, failure to process refunds and compensation, and issues related to lost baggage.
In his statement, Achimugu emphasized the consequences for non-compliance: “In addition to the fine in line with the NCAA Regulations 2023, the airline has seven days to pay the refunds and compensation of 1000 special drawing rights to the affected passengers. Failure to comply with the letter will attract stiffer penalties for the airline.”