National carrier Kenya Airways (KQ) has issued a statement clarifying the circumstances surrounding a viral video that captured a heated confrontation between a KQ agent and a female passenger. The airline addressed the controversy on Monday, asserting that the situation stemmed from visa-related travel restrictions rather than service negligence.
The video, widely circulated on social media, showed the passenger engaged in a verbal altercation with the airline representative. During the exchange, the agent was heard stating, “We are not going to provide anything for you, and you are not going to fly with Kenya Airways again.” The passenger, in response, expressed her frustration over the airline’s refusal to provide accommodation and essentials, exclaiming, “I want a hotel, I need sanitary towels. You will give me food tonight. 17 hours layover? Act of wickedness.”
According to KQ, the passenger was traveling from Lagos to Manchester via Nairobi and Paris. However, upon arrival in Nairobi, it was discovered that she lacked a Schengen visa, a mandatory entry permit for non-European Union nationals transiting through certain European countries. As a result, she was denied boarding on her connecting Nairobi-Paris flight.
In response to the situation, KQ stated that they provided the traveler with an alternative route through London, which she declined. The airline explained that in cases where passengers are unable to board due to visa issues, accommodation is not typically provided by the airline. This policy reportedly led to the passenger’s frustration, culminating in a dramatic outburst. KQ further alleged that, in a distressing turn of events, the traveler resorted to inappropriate behavior by removing and throwing three used sanitary pads at airline staff.
The airline strongly condemned the passenger’s actions, emphasizing their commitment to maintaining a safe and respectful working environment for their employees. “Our employees deserve to work in a safe and dignified environment, and we do not tolerate any abuse from our employees or guests,” KQ stated. They also reiterated their dedication to delivering exceptional service while urging travelers to ensure they possess the necessary documentation before their journey to prevent similar incidents.
As the matter continues to attract attention, KQ has confirmed that an investigation is underway to establish all facts surrounding the altercation. The incident serves as a reminder of the importance of adhering to international travel regulations and fostering respectful interactions between airline personnel and passengers.
