The Nigerian Civil Aviation Authority (NCAA) imposed sanctions on Kenya Airways for multiple violations of the Nigeria Civil Aviation (Consumer Protection) Regulations, 2023.
The penalties, announced in Abuja, stem from the airline’s failure to address passenger complaints, including delays exceeding three hours on 12 flights in March 2025 and inadequate communication during cancellations affecting 1,200 passengers. The NCAA fined Kenya Airways ₦50 million ($30,000) and mandated compliance with refund protocols, requiring payments within 14 days for eligible claims, up from 30% non-compliance in 2024.
The sanctions also address Kenya Airways’ failure to provide meals and accommodation during delays, impacting 65% of affected passengers, per NCAA audits. The airline, operating 14 weekly flights between Lagos and Nairobi, was ordered to submit a corrective action plan within 30 days, with potential license suspension for non-compliance. Nigeria’s aviation sector, handling 15 million passengers annually, has prioritized consumer rights since 2023, with 2,500 complaints resolved in 2024. Kenya Airways, which reported $1.4 billion in revenue in 2024, cited operational challenges like fuel costs, up 15%, but committed to improvements.
The NCAA’s actions reflect broader efforts to enforce accountability in Nigeria’s aviation market, where 70% of delays are attributed to airline inefficiencies. Passenger advocacy groups have welcomed the fines but called for stricter monitoring, noting that 40% of 2024 complaints involved foreign carriers. Kenya Airways has until June 2025 to implement NCAA’s directives, including staff training and digital complaint portals. The case highlights Nigeria’s push for a passenger-centric aviation industry, with plans to review all foreign operators by Q3 2025 to ensure compliance with global standards.