Kenya Airways Calls Out Passenger Who Threw 3 Used Sanitary Pads At Employees At JKIA
KQ's statement however revealed that the 2:02 clip did not provide the full context of the matter.
Marvin Chege 
National airline Kenya Airways (KQ) on Monday, February 3 addressed the matter of a viral video showing a heated confrontation between a passenger and one of the airline's agents at the Jomo Kenyatta International Airport (JKIA) in Nairobi.
In the clip shared online and seen by Viral Tea, the passenger and the KQ agent were engaged in a heated exchange at the airport's transfer desk, with the agent threatening to confiscate the phone of the passenger recording the proceedings.
"I'm speaking to the Minister of Finance from Nigeria...," barked the passenger as the agent even dared her to call the President of the country. Meanwhile, the enraged passenger was demanding that the airline accommodate her. "I want a hotel, I need sanity towels. You will give me food tonight. 17-hour layover? Act of wickedness," she went on.
KQ's statement however revealed that the 2:02 clip did not provide the full context of the matter. The airline revealed that the passenger was travelling from Lagos in Nigeria to Nairobi, Paris in France, and Manchester in England.
Our attention has been drawn to several cases of inhuman treatments of Nigerian passengers in Nairobi by @KenyaAirways. 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. pic.twitter.com/tco8K4wL7d — Tunde Moshood (@TundeMoshoody) February 2, 2025
"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 in part.
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, adding that it is the responsibility of passengers to ensure they have the necessary documentation for their journey.
The statement then captured the guest's reaction which could have revealed the reason for the agent's fiery response, thus the altercation. "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.
"We strongly condemn such conduct. While we remain committed to delivering exceptional service, we expect all interactions to be based on mutual respect. Our employees deserve to work in a safe and dignified environment, and we do not tolerate any abuse from our employees or guests," added the airline.
The video sparked various reactions online, a majority of them criticising the passenger's unruly behaviour and others faulted her for travelling through multiple destinations without the proper documentation.
KQ stated that the incident was reported and is under investigation by the relevant security agencies. Given that the passenger was from Nigeria, the authorities are expected to respond to the matter.
"We are committed to taking the necessary steps to ensure the well-being and safety of our employees and guests at all times," assured KQ.
