Kenya Airways defends staff after viral video, says traveller behaved inappropriately
Kenya Airways planes at the Jomo Kenyatta International Airport (JKIA) parking bay.
What you need to know:
- A video circulating on social media shows the passenger engaging in a verbal exchange with a KQ agent at the airport’s transfer desk.
Kenya Airways (KQ) has defended its staff following a viral video capturing a heated altercation between an airline agent and a passenger at Nairobi’s Jomo Kenyatta International Airport (JKIA).
According to the airline, the passenger was travelling from Lagos, Nigeria, to Europe, with a connection through Nairobi. However, upon arrival in Kenya for her connecting flight to Paris, “it was discovered that she did not have a Schengen Visa, which is a requirement for her to enter any European Union country.”
A video circulating on social media shows the passenger engaging in a verbal exchange with a KQ agent at the airport’s transfer desk. The footage has sparked widespread debate online, with some users alleging that such incidents of mistreatment are becoming increasingly common.
In response, Kenya Airways stated that the viral clip “does not provide full context” of the situation, asserting that its staff acted in line with standard immigration policies.
The airline explained that the passenger was offered an alternative route —traveling through London and onward to Manchester— but declined the option, leading to an escalation of the incident.
While acknowledging the frustration that comes with travel disruptions, KQ emphasized that it is the responsibility of passengers to ensure they possess all necessary documentation before departure.
“Unhappy with this option, the guest demanded accommodation, which Kenya Airways does not provide in cases where boarding is denied due to visa requirements,” the airline said. “In a distressing turn of events, the guest resorted to inappropriate behaviour by removing and throwing three used sanitary pads at our employees. We strongly condemn such conduct.”
Kenya Airways said that the incident has been reported to the relevant security agencies and is currently under investigation.
“While we remain committed to delivering exceptional service, we expect all interactions to be based on mutual respect,” the airline stated.
“Our employees deserve to work in a safe and dignified environment, and we do not tolerate any abuse from our employees or guests.”
This incident has reignited discussions about airline policies, immigration requirements, and the treatment of passengers in transit, with social media users divided over the matter.
Read KQ's full statement below: