Kenya's national carrier Kenya Airways (KQ) has found itself at the centre of a heated debate following claims of mistreatment of a Nigerian passenger who was denied boarding at Jomo Kenyatta International Airport (JKIA).

The incident, which has drawn widespread attention online, involved a traveller identified as Omisore G., who was reportedly prevented from boarding her connecting flight despite holding a valid ticket.

The controversy first emerged after Tunde Moshood took to social media to express outrage over the airline’s actions. Posting on Kenya Airways’ official X (formerly Twitter) page, he wrote, “Our attention has been drawn to several cases of inhuman treatments of Nigerian passengers in Nairobi by Kenya Airways. A case of Ms. Omisore G. who flew from Manchester to Lagos, connecting-Man-CDG-NBO-LOS, only to be denied boarding in Nairobi on the 2nd leg of same ticket.”

He further questioned why the passenger was allowed to board the first leg of her journey only to be blocked in Nairobi. 

“Dear Kenya Airways, I am referring to the case of the Nigerian lady, Omisore G that was denied boarding. Please why was she boarded on the first leg of the journey and why was she boarded on Lagos. Why was she have to be subjected to such a treatment in Nairobi and not in Nigeria,” the post read.

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In response to the growing backlash, Kenya Airways issued a statement providing its version of events.

The airline explained that the passenger was travelling from Lagos to Nairobi, Paris, and Manchester but was found to be lacking a required Schengen visa at the Nairobi transfer desk.

“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,” Kenya Airways stated.

The airline further argued that the online discussions did not fully capture the situation.

It stated that the passenger, dissatisfied with the alternative travel option, demanded accommodation, which Kenya Airways declined, citing its policy that passengers must bear responsibility for ensuring they have the necessary travel documentation.

The airline also claimed that after being denied boarding and when her request was declined,  the passenger threw 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. We strongly condemn such conduct,” KQ claimed in the statement.

The airline added that the matter had been reported to security agencies.

“The incident has been reported and is under investigation by the relevant security agencies," KQ said.

"We are committed to taking the necessary steps to ensure the well-being and safety of our employees and guests at all times."

The incident has sparked debate over the treatment of passengers at transfer points, with some social media users demanding greater transparency from airlines on travel requirements and passenger rights.

Below are some reactions from users on X who are privy to the matter: