Kenya Airways addressed a video circulating on social media that depicts an altercation between a Nigerian passenger and an airline agent at a transfer desk in Nairobi, Kenya.
Kenya Airways had said the altercation began when they realized that the passenger on a flight from Lagos to Nairobi, Paris, and Manchester lacked the necessary SCHENGEN Visa for entry into European Union countries.
The airline said the lady was offered an alternative to travel through London and onward to Manchester, which she refused.
“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 airlines said in a statement.
Kenya Airways said the guest resorted to inappropriate behaviour by removing and throwing three used sanitary pads at their 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 airline said.
The airline said security agencies were investigating the incident.
Meanwhile, the Nigeria Civil Aviation Authority (NCAA) has summoned Kenya Airways over the incident.
