Kenya Airways (KQ) has issued an official statement following the viral circulation of a video showing a confrontation between a passenger and a staff member at the airline’s transfer desk in Nairobi.
In a statement released on Monday, February 3, 2025, the airline clarified the incident, explaining that the passenger, traveling from Lagos to Nairobi, Paris, and Manchester, lacked the required SCHENGEN visa to proceed to Europe.
The statement reads: “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 passenger was traveling from Lagos to Nairobi, Paris, and Manchester. Upon arrival in Nairobi for her connecting flight to Paris, it was discovered that she did not have a SCHENGEN visa, a requirement for entry into any European Union country.”
Kenya Airways added that an alternative route through London was offered, but the passenger declined. The airline emphasized that it is the responsibility of travelers to ensure they have the necessary documentation for their journey.
“Unhappy with this option, the passenger demanded accommodation, which Kenya Airways does not provide when boarding is denied due to visa issues,” the airline explained.
The situation escalated when the passenger threw three used sanitary pads at the airline staff. “We strongly condemn such behavior. While we are committed to providing exceptional service, all interactions must be based on mutual respect. Our employees deserve to work in a safe and dignified environment, and we do not tolerate abuse from either staff or passengers,” the statement continued.
The incident has been reported to the relevant security agencies, and an investigation is underway. Kenya Airways reaffirmed its commitment to the safety and well-being of both employees and passengers.
This incident has sparked a wider debate on social media regarding travel requirements, customer service, and appropriate conduct between passengers and airline staff.
Kenya Airways reiterated that travelers must adhere to international visa regulations and maintain decorum when engaging with airline personnel.
