Kenya Airways, the national carrier of Kenya, has come under fire for mistreating Gloria Ibukun Omisore, a Nigerian passenger, who had a 17-hour layover in Nairobi, the country’s capital, without essential care.

A video clip from the incident, which surfaced online on Sunday, shows Omisore accusing the airline of failing to provide her with accommodation and sanitary towels during the extended stopover. She also said Nigerian travellers frequently experience unfair treatment from the same airline.

In response, Kenya Airways attempted to justify its actions, stating that Omisore was denied boarding because she lacked a Schengen visa required for her transit through Paris. The airline further claimed that she reacted aggressively by throwing used sanitary towels at staff after being informed that she did not qualify for accommodation.

Kenya Airways wrote that Omisore also threw three used sanitary towels at the airport staff after they explained the situation to the passenger.

“The guest was travelling 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,” the airline wrote.

“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 three used sanitary pads at our employees.”

However, Michael Achimugu, director of public affairs at the Nigerian Civil Aviation Authority (NCAA), dismissed Kenya Airways’ claims and pointed out the absence of proof for the claim that the Nigerian threw sanitary towels at staff. He explained that she was asked to provide proof of her medical condition after she complained of blood clot issues.

Achimugu further criticised Kenya Airways for its repeated mistreatment of Nigerian passengers, including staff of the NCAA, and that Omisore’s experience is part of a large discrimination system.

He added that the passenger was not informed of the process as she had flown from Lagos with the same airline even though her unruly behaviour could cause her to be blacklisted by the airline.

Achimugu stated that the Nigerian passenger had called the airline before paying and they told her that she was qualified to fly since she had a Biometric Residence Permit (BRP), a document issued to non-citizens in the UK as proof of their right to live, work, or study in the country.

“There is a long history of maltreatment…of Nigerian passengers. These passengers include staff of the NCAA,” he wrote.

“I have advised the passenger that unruly behaviour is inexcusable at any airport and she can be blacklisted by the airline, and even pay fines. The NCAA does not condone unruly behaviour and there is no basis to have tried to forcefully delete her video.

“You should not have allowed her to board your flight from Nigeria IF she was not qualified due to visa requirements. You issued her boarding passes and let her leave Lagos.

“She flew into Nigeria via your airline on the same route. She claims to have called the airline before paying for the ticket and she was told that she was qualified since she own a BRP.”

If found guilty of wrongdoing, Kenya Airways could face sanctions from the International Air Transport Association (IATA) or the (International Civil Aviation Organisation (ICAO).