The Nigeria Civil Aviation Authority (NCAA) has sanctioned Kenya Airways for failing to respond to official correspondence and breaching multiple consumer protection regulations, including failure to provide care, full disclosure of carriage terms, timely refund and compensation, and handling of lost baggage.
Director of public affairs and consumer protection, Michael Achimugu disclosed this in a letter addressed to the airline on May 7, 2025.
According to the letter, Kenya Airways must pay refunds and compensation amounting to 1,000 Special Drawing Rights to affected passengers within seven days. Failure to comply will attract stiffer penalties.
Achimugu stated, “Today, May 7, 2025, the NCAA issued a letter of sanction to Kenya Airways in connection with complaints from Gloria Omisore and two other passengers.”
He noted that the violations include the airline’s failure to respond to regulatory requests and to fulfill obligations relating to refunds, compensation, and lost baggage.
The NCAA said the fine aligns with its 2023 Regulations and reaffirms the authority’s commitment to enforcing passenger rights.
“If the airline fails to comply within the stipulated period, it will face more severe sanctions,” the letter warned.
The NCAA has urged all operators to adhere to established consumer protection standards to avoid similar penalties.
