Kenya, Nigeria: The Nigerian Civil Aviation Authority (NCAA) has sanctioned Kenya Airways for multiple breaches of consumer protection regulations involving three passengers, including Ms. Gloria Omisore.
In a formal notice dated May 7, 2025, the NCAA cited the airline for failing to uphold passengers’ right to care, neglecting to provide full disclosure of its terms of carriage, not responding to regulatory communications, delaying refunds and compensation, and mishandling baggage.
Pursuant to the NCAA Consumer Protection Regulations 2023, the Authority has imposed a monetary fine on the carrier and instructed Kenya Airways to process the affected passengers’ refunds and compensation without further delay.
By Enoch odesola/ May 9, 2025