Kenya Airways clears air on viral video of passenger and agent confrontation

In the video recorded by the female passenger, the duo engaged in a fiery exchange of words as the agent was saying "We are not going to provide anything for you and you are not going to fly with Kenya Airways again" while the passenger rebutted "I want a hotel, I need sanity towels. You will give me food tonight. 17 hours layover? Act of wickedness".

The matter that had attracted online ridicule by Monday noon made KQ clarify the matter, intimating that the passenger was traveling from Lagos to Manchester through Nairobi and Paris. 

On arrival in Nairobi to catch her connecting flight (Nairobi-Paris), KQ said it was discovered that she did not have a SCHENGEN Visa, an entry permit for non-EU nationals to make a short visit.

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

KQ further reported that the passenger was displeased with the option and started demanding accommodation which the airline said does not provide in cases where boarding is denied due to visa requirements. 

"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 added.

The carrier maintained that as they remain committed to delivering exceptional services to their customers, they condemned such conduct, adding passenger and agent interactions should always be respectful.

"Our employees deserve to work in a safe and dignified environment, and we do not tolerate any abuse from our employees or guests," added KQ. 

KQ has also urged passengers to ensure they have the necessary documentation for their journey to avoid similar altercations.

Meanwhile, the matter is under investigation.