Kenya Airways (KQ) has addressed a viral video showing a confrontation between a passenger and one of their agents at Nairobi’s transfer desk. The airline explained that the passenger, traveling from Lagos to Paris with a final destination in Manchester, did not have the required SCHENGEN Visa for her layover in Paris.
Kenya Airways clarified that the passenger was offered an alternative route through London to Manchester, which she refused. The airline emphasized that the video did not capture the full details of the situation, leading to public misunderstanding.
The airline also noted that the passenger requested accommodation, which is not typically provided when passengers are denied boarding due to lack of proper documentation. The airline stressed that ensuring the correct travel documents is the responsibility of passengers.
The incident escalated further when the passenger allegedly threw three used sanitary pads at the airline staff. Kenya Airways condemned this behavior and reaffirmed its commitment to quality service, stating that all interactions should be based on respect. The airline is cooperating with ongoing investigations to maintain the safety and well-being of all involved.
The Nigerian Civil Aviation Authority (NCAA) has called Kenya Airways to Abuja for an investigation into the incident, citing concerns over unprofessional conduct. Kenya Airways has pledged full cooperation with the investigation.
