Nigeria gives KQ 7 days to compensate passenger who threw 3 used sanitary towels at staff at JKIA
The Nigeria Civil Aviation Authority (NCAA) has issued Kenya Airways(KQ) with a 7-day ultimatum to pay and refund the passenger involved in a verbal altercation at the Jomo Kenyatta International Airport (JKIA) in Nairobi in February 2025.
This is following a video that went viral on social media of a Nigerian passenger, Gloria Omisore, who was travelling from Lagos to Manchester (via Paris), had a confrontation with a KQ employee after learning she didn’t have the required French visa for her layover.
This led to a heated argument with airline personnel after she was offered a flight to London as an alternative and threw three used sanitary napkins at her.
Following the altercation, the Nigerian government announced a decision to penalise the national carrier.
“Our attention has been drawn to several cases of inhuman treatment of Nigerian passengers in Nairobi by @KenyaAirways,” Tunde Moshood, special adviser to the Nigerian Minister of Aviation, said.
KQ’s response
Responding to the video, the national carrier stated that the viral clip does not provide full context of the situation, asserting that its staff acted in line with standard immigration policies.
While acknowledging the frustration that comes with travel disruptions, KQ emphasised that it is the responsibility of passengers to ensure they possess all necessary documentation before departure.
“Unhappy with this option, the guest demanded accommodation, which Kenya Airways does not provide in cases where boarding is denied due to visa requirements,” KQ said in a statement on X.
“In a distressing turn of events, the guest resorted to inappropriate behaviour by removing and throwing three used sanitary pads at our employees. We strongly condemn such conduct.”
Kenya Airways said that the incident has been reported to the relevant security agencies and is currently under investigation.
The ultimatum
In a statement on Wednesday, May 7, 2025, the NCAA’s director of public affairs and consumer protection, Michael Achimungu, confirmed issuing a sanction letter to the Airline over the violation of consumer protection law.
“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,” the statement read in part.
“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,” he said.
Similarly, the authority stated that the airline would face stiffer penalties if it fails to comply with the directive.
