The Nigerian Civil Aviation Authority has sanctioned Kenya Airways for multiple consumer protection violations involving one Gloria Omisore and two other passengers.
According to a statement by NCAA’s Director of Public Affairs and Consumer Protection, Michael Achimugu, the infractions include failure to provide adequate care, poor communication of travel terms, non-processing of refunds and compensation, and a case of lost baggage. The airline has been given seven days to pay 1,000 special drawing rights in compensation to each affected passenger or face stiffer penalties.
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The Authority says the action follows the airline’s refusal to comply with its directives, including a required apology, refund, and compensation for Ms Omisore, who was left stranded during a 17-hour layover in Nairobi, only to face an additional 10-hour wait.
Despite repeated warnings, Kenya Airways reportedly failed to correct what the NCAA described as a misleading public statement about the incident.
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