The Nigeria Civil Aviation Authority (NCAA), has issued a letter of sanction to Kenya Airways for its consumer protection infractions concerning the case of a Nigerian passenger, Gloria Omisore.

Kenya Airways, according to NCAA’s Director of Public Affairs and Consumer Protection, Mr Michael Achimugu got the big stick for penalties 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 as well as compensation, and lost baggage.

In addition to the fine which Achimugu said is in line with the NCAA Regulations 2023, the airline has been given seven days to pay the refunds and compensation of 1000 special drawing rights to the affected passengers.

Failure to comply with the letter, he affirmed, will attract stiffer penalties for the airline.

In February, NCAA summoned Kenya Airways to its headquarters in Abuja over a social media video showing a heated exchange between Omisore and a Kenya Airways’ agent at the airline’s transfer desk in Nairobi.

Omisore, who was traveling from Lagos to Nairobi, Paris and Manchester via the carrier, complained about inhumane treatment by the airline to which Kenya Airways admitted fault.