NCAA sanctions Kenya airways for consumer protection violations

By Dooyum Naadzenga

The Nigerian Civil Aviation Authority (NCAA) has taken decisive action against Kenya Airways, imposing sanctions over multiple consumer protection-related infractions.

This announcement follows a letter sent on May 7, 2025, detailing serious concerns regarding the airline’s treatment of passengers, including notable cases involving Gloria Omisore and two other travelers.

The sanctions stem from several violations, including the airline’s failure to uphold passengers’ right to care, inadequate disclosure of terms of carriage, and a lack of responsiveness to NCAA inquiries.

Additionally, Kenya Airways has faced scrutiny for not processing refunds and compensations in a timely manner, as well as issues related to lost baggage, which have significantly impacted customer satisfaction.

In response to these infractions, the NCAA has not only imposed a financial penalty in accordance with its 2023 regulations but has also mandated that Kenya Airways pay refunds and compensations amounting to 1,000 special drawing rights to the affected passengers.

This decision underscores the authority’s commitment to ensuring that airlines adhere to consumer protection standards.

The NCAA has given Kenya Airways a strict deadline of seven days to comply with these directives. Failure to meet this requirement could result in even harsher penalties, further complicating the airline’s operational and financial standing in the region. The NCAA’s actions reflect a broader initiative to enhance accountability among airlines operating within Nigeria.

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Michael Achimugu, the Director of Public Affairs and Consumer Protection at the NCAA, emphasized the importance of these measures in safeguarding passengers’ rights. “It is essential that airlines prioritize their customers and adhere to established regulations. The NCAA will continue to monitor compliance closely,” he stated.

Passengers have expressed their frustrations regarding the airline’s service, particularly in light of the recent incidents. Social media platforms have been abuzz with complaints, highlighting a growing demand for accountability and better customer service in the aviation sector.

Kenya Airways has yet to issue a public response regarding the sanctions or the measures it plans to take to rectify the situation. As the airline navigates this crisis, its reputation and operational viability may be at stake, prompting industry analysts to speculate on potential long-term impacts.

The NCAA’s enforcement actions serve as a reminder of the regulatory body’s commitment to protecting consumers and ensuring that airlines maintain high standards of service. As the situation unfolds, it will be crucial to observe how Kenya Airways responds to the sanctions and the implications for future consumer protection initiatives in the aviation industry.