Kenya Airways (KQ) has issued an official statement following the circulation of a viral video depicting a confrontation between a passenger and an airline agent at the transfer desk in Nairobi (NBO).
In a statement released on February 3, 2025, the airline clarified the circumstances surrounding the incident, citing that the passenger, travelling from Lagos to Nairobi, Paris, and Manchester, lacked the required SCHENGEN Visa to proceed with her journey to Europe.
“Our attention has been drawn to a social media video showing a verbal exchange between a passenger and a Kenya Airways agent at the transfer desk in Nairobi (NBO).
“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.
“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. As a result, she was denied boarding for the Nairobi-Paris segment of her trip,” KQ explained.
Kenya Airways further explained that an alternative route through London was offered, but the passenger declined.
The airline emphasized that it is the responsibility of travellers to ensure they have the necessary documentation for their journey.
“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.”
Kenya Airways condemns passenger’s actions
According to Kenya Airways, the passenger, frustrated with the situation, demanded accommodation, which the airline does not provide in cases of visa-related denials.
The situation, KQ says, escalated when the passenger resorted to inappropriate behaviour by removing and throwing three used sanitary pads at the airline staff.
“In a distressing turn of events, the guest resorted to inappropriate behaviour by removing and throwing 3 used sanitary pads at our 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 stated.
KQ further noted that the incident has been reported and is under investigation by the relevant security agencies.
The Kenyan national carrier reaffirmed its commitment to ensuring the safety and well-being of both its employees and passengers at all times.
“The incident has been reported and is under investigation by the relevant security agencies. We are committed to taking the necessary steps to ensure the well-being and safety of our employees and guests at all times,” KQ said.
With increasing scrutiny of airline policies and passenger rights, the incident has ignited debate on social media about travel requirements, customer service, and appropriate passenger conduct.
Kenya Airways maintains that all travellers must adhere to international visa regulations and proper decorum when interacting with airline staff.
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