Kenya Airways (KQ) has issued a statement following a viral video of a KQ agent and passenger in a heated exchange of words at JKIA.
In the video, the KQ agent could be heard promising the female passenger that they will never provide her with anything and she will never fly Kenya Airways again.
On the other hand, the passenger demanded to be taken to a hotel and provided sanitary towels due to an alleged 17 hour layover.
Through a statement, KQ noted that the passenger was flying from Lagos to Manchester through Nairobi and Paris but she did not have a SCHENGEN Visa, a requirement for non-EU residents.
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She was however provided an alternative to travel through London, an alternative that she declaimed causing the anger.
“She was offered an alternative to travel through London and onward to Manchester, which she refused,” said KQ
According to Kenya Airways policy, a passenger is not provided accommodation in cases where the reason is visa requirement.
“In a distressing turn of events, the guest resorted to inappropriate behaviour by removing and throwing 3 used sanitary pads at our employees,” read the statement
“Our employees deserve to work in a safe and dignified environment, and we do not tolerate any abuse from our employees or guests,” read the statement
Customers have been urged to ensure that they have all necessary documents before embarking on their journey.
