NAIROBI, Kenya – Kenya Airways (KQ) has responded to a viral video showing a heated confrontation between a passenger and airline staff at Nairobi’s Jomo Kenyatta International Airport (JKIA), shedding light on the full circumstances surrounding the incident.
According to the airline, the passenger was traveling from Lagos to Manchester via Nairobi and Paris but was denied boarding on her Nairobi-Paris connection due to lacking a Schengen visa, which is mandatory for entry into the European Union.
Despite being offered an alternative route through London, she rejected the option and instead demanded accommodation from the airline—something KQ clarified is not provided in cases of denied boarding due to missing travel documents.
The situation escalated dramatically when, in an act of frustration, the passenger allegedly removed and threw three used sanitary pads at KQ employees at the transfer desk.
KQ has condemned the act, emphasizing that while the airline remains committed to quality service, it expects passengers to engage with staff respectfully.
“Our employees deserve to work in a safe and dignified environment, and we do not tolerate any abuse,” the airline said in its statement.
Kenya Airways Statement on Passenger Incident at Nairobi (NBO) Transfer DeskOur 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).For context: The guest was traveling…
The matter has since been reported to security agencies for investigation.
KQ reiterated its stance on passenger responsibility regarding travel documentation and assured that it is taking steps to protect its staff and ensure order at its service counters.
The incident has sparked online debate, with social media users expressing mixed reactions, ranging from condemnation of the passenger’s actions to discussions on how airlines handle visa-related disputes.
