Kenya Airways (KQ) has responded to a viral video on social media showing a verbal exchange between a passenger and a Kenya Airways agent at the transfer desk in Nairobi.

The national carrier says that the said passenger was traveling from Lagos, Nigeria to Nairobi, Paris, and Manchester.

Upon arrival in Nairobi for her connecting flight (Nairobi-Paris), KQ says 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. Upon further investigation, we have established that the video does not provide full context,” KQ says in a statement.

Unhappy with this option, the guest is said to have demanded accommodation, which KQ does not provide in cases where boarding is denied due to visa requirements.

"It is the responsibility of passengers to ensure they have the necessary documentation for their journey. In a distressing turn of events, the guest resorted to inappropriate behaviour by removing and throwing 3 used sanitary pads at our employees,” KQ claims, adding, “We strongly condemn such conduct. While we remain committed to delivering exceptional service, we expect all interactions to be based on mutual respect.”

The carrier insists that it does not condone any abuse from its employees or guests.

The incident has been reported and is under investigation by the relevant security agencies. “We are committed to taking the necessary steps to ensure the well-being and safety of our employees and guests at all times.”

The Nigerian Civil Aviation Authority (NCAA) has since summoned Kenya Airways to its headquarters in Abuja over its handling of the Nigerian passenger, citing unprofessional conduct and violations of aviation regulations.