Kenya Airways has provided an explanation after a Nigerian passenger allegedly threw used sanitary pads at its employees following a dispute over her accommodation request.
The airline explained that the passenger was denied accommodation because she lacked a Schengen Visa, which is required for entry into any European Union country.
In a statement, Kenya Airways clarified the situation after a video of a verbal altercation between the passenger and a Kenya Airways agent at the transfer desk in Nairobi (NBO) surfaced on social media.
The airline stated that the passenger was traveling from Lagos to Nairobi, Paris, and Manchester. Upon her arrival in Nairobi for her connecting flight to Paris, it was discovered that she did not have the necessary Schengen Visa. This visa is essential for her to enter any EU country.
“She was offered an alternative route via London to Manchester, but she declined,” the airline explained. “Upon further review, we determined that the video circulating does not provide the full context. Unhappy with the alternative option, the passenger requested accommodation, but Kenya Airways does not provide accommodations when boarding is denied due to visa issues.”
The airline emphasized that it is the responsibility of passengers to ensure they have the required travel documents.
In a troubling turn of events, Kenya Airways said the passenger resorted to inappropriate behavior by throwing three used sanitary pads at their staff.
“We strongly condemn such behavior,” the airline said in its statement. “While we remain dedicated to delivering exceptional service, we expect all interactions to be respectful. Our employees deserve to work in a safe, dignified environment, and we will not tolerate abuse from passengers or employees.”
The airline confirmed that the incident has been reported and is currently under investigation by relevant security authorities. They also assured that they are taking necessary measures to protect the well-being and safety of both employees and passengers.
In a related matter, Tunde Moshood, Special Assistant for Media and Communications to Minister of Aviation and Aerospace Development, Festus Keyamo, addressed concerns over the treatment of Nigerian passengers by Kenya Airways in Nairobi. He referenced a case involving Ms. Omisore G., who was denied boarding on the second leg of her trip from Manchester to Lagos, with a connection through Nairobi, despite having a single ticket.
The Ministry of Aviation is reportedly looking into these allegations of mistreatment.
