KQ passenger incident sparks investigation

KQ staff checks in a pilot at the Jomo Kenyatta International Airport (JKIA) Nairobi. [File, Standard]

Kenya Airways has launched an investigation following an incident at Jomo Kenyatta International Airport (JKIA), where a passenger allegedly harassed airline staff after being denied boarding due to visa restrictions.

According to a statement from the airline, the passenger was traveling from Lagos to Manchester with layovers in Nairobi and Paris. However, upon arrival in Nairobi, it was discovered that she did not possess a Schengen visa, which is required for transit through Paris.

"She was offered an alternative to travel through London and onward to Manchester, which she refused," KQ stated.

To assist the traveler, Kenya Airways offered an alternative route through London, which she declined. 

The national carrier stressed that it does not provide accommodation in cases where passengers are denied boarding due to improper documentation, as it is the traveler’s responsibility to ensure they meet entry and transit requirements.

The situation escalated when the frustrated passenger allegedly removed and threw three used sanitary pads at 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," the statement read in part.

KQ has condemned the act, emphasizing its commitment to ensuring a safe and respectful working environment for employees.

“We strongly denounce such behavior,” the airline said in its statement. “While we strive to provide exceptional service, we expect mutual respect in all interactions. Our employees deserve to work in a safe and dignified environment, and we do not tolerate abuse of any kind.”