Kenya Airways deeply regrets the unfortunate incident involving the ill-treatment of a Nigerian passenger during a recent flight, and we sincerely apologise for any distress caused. The airline also acknowledges that a previous statement issued on the matter was misleading and does not reflect our commitment to customer care.
The incident, which occurred during a flight from Lagos to Nairobi, involved a series of misunderstandings and poor customer service. After reviewing the situation, we recognise that the passenger was subjected to treatment that does not align with our high standards of professionalism, courtesy, and respect. We take full responsibility for the discomfort caused.
Furthermore, in our earlier communication, Kenya Airways issued a statement that unintentionally misrepresented the sequence of events. We have now rectified this, acknowledging that the information provided was inaccurate and did not fully address the concerns raised by the passenger. We have taken immediate steps to review our communication processes to ensure transparency and accountability going forward.
The passenger, whose well-being and satisfaction are of utmost importance to us, has since been in direct communication with the airline, and we are working to resolve the matter to their full satisfaction. We are also investigating the circumstances surrounding the incident to prevent a recurrence in the future.