Kenya Airways Reacts To Viral Video Of Staff Agent Who Told Nigerian Passenger To “Call Your President” During Altercation

Kenya Airways has reacted to a viral video of an altercation between one of its employees and a Nigerian passenger at Jomo Kenyatta International Airport in Nairobi.
Tunde Moshood, the Special Advsier on Media and Communications to the Minister of Aviation and Aerospace Development, posted the video early Monday morning.
Our attention has been drawn to several cases of inhuman treatments of Nigerian passengers in Nairobi by @KenyaAirways. A case of Ms. Omisore G. who flew from Manchester to Lagos, connecting-Man-CDG-NBO-LOS, only to be denied boarding in Nairobi on the 2nd leg of the same ticket,” he said.

the video, the airline employee is heard telling the Nigerian passenger that she will not be allowed to fly Kenya Airways again, and when the passenger said she was on the phone with Nigeria’s finance minister, the agent said she could call the Nigerian president if she liked.

“You will not fly on the Kenya Airways. You will never enter our airline again; call your president, call the Nigerian president,” the airline agent said.

“We are not going to give you anything. You are not going to fly on our airways again.”

Meanwhile, the Nigerian passenger complained about a 17-hour delay, lamenting that she needed a sanitary towel.

“I need a sanitary towel. You will give me food tonight,” she said.

A reaction by the Corporate Communications, Kenya Airways, to the video showing the verbal exchange between the passenger and a Kenya Airways agent at the transfer desk in Nairobi, the airline said, “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 European Union Country.

“She was offered an alternative to travel through London and onward to Manchester, which she refused. Upon further investigation, we have established that the video does not provide full context.

“Unhappy with this option, the guest demanded accommodation, which Kenya Airways does not provide in cases where boarding is denied due to visa requirements. It is the responsibility of passengers to ensure they have the necessary documentation for their journey.

“In a distressing turn of events, the guest resorted to inappropriate behaviour by removing and throwing 3 used sanitary pads at our employees.

“We strongly condemn such conduct. While we remain committed to delivering exceptional service, we expect all interactions to be based on mutual respect. Our employees deserve to work in a safe and dignified environment, and we do not tolerate any abuse from our employees or guests.”

The airline said the “incident has been reported and is under investigation by the relevant security agencies”.

“We are committed to taking the necessary steps to ensure the well-being and safety of our employees and guests at all times,” it added.