Kenya Airways has apologized for issuing a misleading press statement concerning an exchange between their employees and a Nigerian passenger in Nairobi, the capital of Kenya.

This was after the airline was summoned by the Nigeria Civil Aviation Authority (NCAA) when a viral video showed employees of the company displaying unprofessionalism against the Nigerian.

The airline had alleged in a statement that the passenger, Gloria Omisore, threw used sanitary pads at the employees during the exchange.

The company said the exchange ensued after it was discovered that Omisore didn't have a Schengen visa which would have made her journey to Paris and Manchester smooth.

However, the NCAA was able to prove to the airline that Omisore called them and they told her that she was qualified, despite her informing them that she is Nigerian and holds a British resident permit, but no Shenghen visa.

The NCAA said it was based on this information from Kenya Airways that she proceeded to purchase the ticket.

The NCAA Spokesperson, Michael Achimugu, said, "For her outbound flight, the airline boarded and flew the passenger out of Lagos despite knowing that she needed a transit visa for the Paris leg. This fault was that of the airline, and it was only discovered in Nairobi."

Achimugu made this known at the meeting with the airline's Country Manager, James Nganga; Station Manager, Eric Mukira; and Duty Manager, Ezenwa Ehumadu on Tuesday.

He said upon discovery, the airline then offered Gloria a direct flight to London at no extra cost to her, on the condition that she'd wait another 10 hours in addition to the 17-hour layover she had just endured.

He said since she was bleeding and exhausted, the passenger demanded accommodation and care because the error was that of the airline.

Achimugu said, "It was when she was denied care that an argument ensued between her and the airline counter staff.

"This is contrary to the intentionally misleading official statement by Kenya Airways claiming that the lady simply refused to re-route directly to London and started to throw pads around.

"Their team has apologized for the obfuscation of facts in that statement. They have also admitted that phone call or not, it was the fault of the airline not to have discovered the problem before airlifting the passenger from Lagos."

He said Kenya Airways agreed that their statement was not reflective of the facts of the matter.

Achimugu expressed deep disappointment about the unruly Kenya Airways staff who insulted the office of the President of Nigeria, insinuating that the airline could do anything to Nigerians and nothing would happen.

"I asked if this manner of addressing customer complaints was the airline's standard protocol.

"The country manager stated in very clear terms that the staff was out of order and apologized for the outburst. When asked what disciplinary measures would be taken against their personnel, he said that his bosses in Nairobi would decide," he said.

Achimugu said the NCAA Consumer Protection Department determined that Kenya Airways must render a public apology to the passenger and the NCAA.

"That the airline issues an updated official statement that reflects the true events that happened in Nairobi. Ms Gloria did not refuse to fly to London as claimed in that statement. The airline failed to admit that they permitted the passenger to purchase that ticket and that they failed to spot the problem from Lagos. The statement also fails to inform the general public that the lady only became angry when she was asked to wait another 10 hours without accommodation and care.

"That the airline will refund and compensate the passenger for the avoidable humiliation she has suffered and the threats to her job," he said.

He added that Kenya Airways asked for 72 hours to revert, but the NCAA gave the airline 48 hours because "truth should not be that hard to publish, given how hastily the misleading statement was put out there."