KENYA Airways has addressed a viral video circulating on social media, showing a heated altercation between a passenger and airline staff at the Nairobi transfer desk.
The airline confirmed that the incident involved a passenger traveling from Lagos to Manchester via Nairobi and Paris, who was denied boarding for her connecting flight due to lacking a Schengen visa, which is mandatory for entry into the European Union (EU).
According to Nigerian daily, Business Day, the incident has sparked discussions about the treatment of Nigerian passengers by forei
gn airlines, prompting a review by Nigeria’s Ministry of Aviation.
Airline clarifies visa and boarding policy
In a statement issued on Monday, Kenya Airways detailed the events leading to the passenger’s frustration: ‘The guest was traveling from Lagos to Nairobi, Paris, and Manchester. On arrival in Nairobi for her connecting flight (Nairobi-Paris), it was discovered that she did not have a Schengen Visa, which is a requirement for her to enter any EU country.’
To accommodate the passenger, the airline offered an alternative route via London, but she refused the option and instead demanded hotel accommodation, which Kenya Airways does not provide in cases of visa-related boarding denials.
Kenya Airways emphasised that it is the passenger’s responsibility to ensure they have all necessary travel documents before boarding.
Passenger’s disturbing reaction
According to the airline, the situation escalated when the passenger reacted ag
gressively after her request for accommodation was denied.
‘In a distressing turn of events, the guest resorted to inappropriate behaviour by removing and throwing three used sanitary pads at our employees.’
The airline condemned the incident, stating that while it remains committed to providing exceptional service, all interactions must be conducted with mutual respect.
‘Our employees deserve to work in a safe and dignified environment, and we do not tolerate any abuse—whether from employees or guests. The incident has been reported and is under investigation by the relevant security agencies.’
Nigeria’s aviation minister reacts
Following complaints from Nigerian passengers about alleged mistreatment in Nairobi, the Special Assistant on Media & Communications to Nigeria’s Aviation Minister, Tunde Moshood, addressed the situation.
‘The Minister of Aviation and Aerospace Development has taken note of several cases of inhuman treatment of Nigerian passengers in Nairobi by Kenya Airways. This includes the case of Ms. Omisore G., who was denied boarding on the second leg of her ticketed journey.’
According to Business Day, the incident has sparked diplomatic concerns, with Nigeria seeking clarifications on the treatment of
its citizens by foreign airlines.
While Kenya Airways maintains that visa compliance is the passenger’s responsibility, the matter has drawn attention to broader concerns regarding airline policies and passenger rights.
With diplomatic concerns rising, will this incident impact Kenya Airways’ reputation among Nigerian travellers?
