Kenya Airways has responded to a viral video circulating on social media, which depicted a verbal altercation between a passenger and one of the airline’s agents at the Jomo Kenyatta International Airport.
In a statement on Monday, February 3, the airline offered clarification on the events that led to the incident, emphasizing the importance of mutual respect and responsibility in travel.
According to Kenya Airways, the passenger in question was traveling from Lagos to Nairobi, then onward to Paris and Manchester.
Upon arriving in Nairobi for her connecting flight to Paris, it was discovered that she lacked the necessary Schengen visa, which is a requirement for entry into any European Union country.
As a result, Kenya Airways explained that the airline was unable to allow her to board her connecting flight.
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In response to the situation, the airline offered her an alternative route; via London to Manchester, a proposal the passenger 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," Kenya Airways said.
Kenya Airways explained that the passenger escalated the situation and resorted to inappropriate behaviour when her demands were not met.
"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 expressed.
Kenya Airways said the incident was reported to the relevant security agencies and investigations are underway.
