The Nigerian Civil Aviation Authority (NCAA) has formally sanctioned Kenya Airways over multiple breaches of passenger rights, including failure to provide care, refunds, and compensation in the high-profile case of Nigerian passenger Gloria Omisore and two others.

Michael Achimugu, Director of Public Affairs and Consumer Protection at NCAA, announced the regulatory action late Wednesday via his official X (formerly Twitter) account, stating that the airline had violated several provisions of the NCAA Consumer Protection Regulations, 2023.

“The penalties are for consumer protection-related infractions including right to care, failure to provide full disclosure of terms of carriage, failure to respond to the Authority’s request, failure to process refund and compensation, and lost baggage,” Achimugu wrote.

In the letter issued to the airline, NCAA imposed financial penalties and directed Kenya Airways to take immediate corrective action. Specifically, the airline has been given seven days to process refunds and pay compensation of 1,000 Special Drawing Rights (SDRs) to each of the three affected passengers.

The Authority warned that failure to comply within the stipulated timeframe would trigger stiffer penalties.

The enforcement action follows a February 2025 incident in which Omisore was flown from Lagos to Nairobi without a required French transit visa for her onward journey to Manchester, leaving her stranded in Kenya for over 27 hours. During the layover, she reportedly received inadequate assistance despite her medical condition.

The NCAA also criticized Kenya Airways for issuing what it described as a “misleading statement” about the incident, rejecting the airline’s account and demanding a factual update—an instruction that, according to the NCAA, remains unheeded.

This move underscores the regulator’s commitment to passenger welfare and signals a tougher stance on airlines that flout consumer protection obligations.