Kenya Airways said its 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 from Lagos to Nairobi, Paris, and Manchester. On arrival in Nairobi for her connecting flight (Nairobi-Paris), it was discovered that she did not have a SCHENGEN Visa, which is a requirement for her to enter any European Union Country.
She was offered an alternative to travel through London and onward to Manchester, which she refused.
Upon further investigation, Kenya Airways said it has established that the video does not provide full context of what transpired
Unhappy with this option, the guest demanded accommodation, which Kenya Airways said the company 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.
In a distressing turn of events, the guest resorted to inappropriate behaviour by removing and throwing 3 used sanitary pads at its employees.
Kenya Airways said it strongly condemn such conduct. The airline said it remains committed to delivering exceptional service, it expect all interactions to be based on mutual respect. The airline company said it employees deserve to work in a safe and dignified environment, and it does not tolerate any abuse from its employees or guests.
Kenya Airways said the incident has been reported and is under investigation by the relevant security agencies. The airline said it is committed to taking the necessary steps to ensure the well-being and safety of its employees and guests at all times.