The Nigeria Civil Aviation Authority (NCAA) has imposed sanctions on Kenya Airways (KQ) over a passenger incident at Nairobi’s Jomo Kenyatta International Airport (JKIA), which involved the throwing of used sanitary towels at staff. The incident, which went viral in February 2025, sparked controversy after a Nigerian passenger, Gloria Omisore, became involved in a confrontation with a KQ employee due to her lack of the necessary French visa for a layover on her journey from Lagos to Manchester, with a connection in Paris.
According to reports, Omisore, upon discovering that she did not have the required visa for her layover in France, became agitated. When KQ staff offered her an alternative flight to London, the passenger’s frustration escalated. In a shocking act of defiance, she threw three used sanitary napkins at the airline’s staff, a moment that was captured on video and subsequently shared across social media platforms, garnering significant attention.
In response to the incident, the NCAA confirmed that Kenya Airways had violated various consumer protection laws, prompting the agency to issue penalties against the airline. The NCAA’s director of public affairs and consumer protection, Michael Achimungu, stated that the sanctions stemmed from issues related to consumer rights, such as the right to care and failure to disclose full terms of carriage. Additionally, Kenya Airways faced penalties for its delayed response to the NCAA’s inquiries, failure to process refunds, and mishandling of passengers’ baggage.
Kenya Airways, while acknowledging the incident, issued a statement clarifying that the video did not capture the full context of the situation. The airline emphasized that its staff had acted in accordance with established immigration policies. It also pointed out that passengers are responsible for ensuring they have the required documentation before departure and that, in cases where boarding is denied due to visa issues, the airline does not provide accommodation.
The airline described Omisore’s actions as distressing and highly inappropriate. It stated that her behaviour, which included the throwing of the sanitary towels, was unacceptable and that the incident had been reported to relevant security agencies for further investigation. The airline reiterated that it condemns such conduct and reassured the public that the staff’s actions followed the guidelines set for situations involving travel disruptions.
The NCAA’s sanctions are substantial, and Kenya Airways is now under a seven-day deadline to comply with the directive. The airline has been instructed to pay refunds and compensation to the affected passengers, totaling 1,000 special drawing rights for each person impacted. The NCAA has warned that failure to meet this deadline could result in even more severe penalties.
This incident has raised concerns about the treatment of passengers, especially in cases involving documentation issues. The sanctions imposed on Kenya Airways serve as a reminder to airlines about the importance of adhering to consumer protection standards and ensuring that passengers are treated fairly, even in challenging circumstances. Furthermore, the incident highlights the potential for emotional and extreme reactions when travelers face disruptions, particularly when documentation issues arise during transit. The case is likely to prompt other airlines to review their procedures for handling similar situations and to ensure that customer service protocols are followed in a way that maintains dignity and respect for all passengers.
The situation between Kenya Airways and the Nigerian authorities has underscored the complex nature of international air travel and the need for clear communication and support for passengers throughout their journey.
