Kenya Airways has said a Nigerian, Ms Omisore was denied boarding the second leg of her Lagos – Nairobi – Paris flight in Nairobi because she did not have the necessary travel documents.
Kenya Airways said this in a statement by its corporate communications team on its X handle while reacting to her a viral social media video showing a verbal exchange between the Nigerian passenger and a Kenya Airways agent at the transfer desk in Nairobi (NBO).
Kenya Airways confirmed in the statement that Ms. Omisore was traveling from Lagos to Nairobi, Paris, and Manchester.
But the airline said 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.
Kenya Airways said though Ms Omisore was offered an alternative to travel through London and onward to Manchester, which she refused.
The airline also said the trending video does not provide full context of what happened at the airport between the Nigerian passenger and it’s staff in Nairobi.
Explaining what happened from its own point, Kenya Airways said, “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.
The airline claimed that the passenger threw used sanitary pads at its staff at Nairobi Airport upon being told that she will not be offered accomodations after she was stopped from boarding her connecting flight.
“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 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.
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