By Tony Okafor, Awka
The management of United Nigeria Airlines, a leading air transport company, has apologised to Ms. Doris Akonanya, a passenger with reduced mobility, over the alleged misconduct of one of its staff members at the Nnamdi Azikiwe International Airport, Abuja.
Akonanya, an amputee, had complained in a viral video that she was subjected to inhumane treatment while attempting to catch a flight from Abuja to Yenagoa, Bayelsa State, on March 30.
She said she had booked her flight and arrived at the airport early but did not receive the necessary assistance from a staff member responsible for checking her in for boarding, despite her physical condition.
She, however, exonerated the airline for the unprofessional conduct but called out the female staff member whom she accused of humiliating her over her condition, to the dismay of other passengers.
In a statement signed by Chibuike Uloka, Public Relations Officer of the airline, on Wednesday, the company condemned the incident and expressed sincere apologies to Akonanya and her family for the distress caused.
The airline said the action did not reflect its ethics, values, and vision, adding that the safety, dignity, and well-being of all passengers remained its top priority.
“United Nigeria Airlines wishes to confirm receipt of an incident report involving a passenger with reduced mobility, Ms. Doris Akonanya, during the check-in process for Flight UN0526 from Abuja to Yenagoa on March 30.
“The report includes allegations of unprofessional conduct by a staff member regarding her condition.
“We operate a zero-tolerance policy for any form of misconduct, discrimination, or abuse, and we are firmly committed to providing safe, respectful, and accessible travel for all.
“We pay particular attention to passengers with reduced mobility who require additional care and support,” the statement read.
United Nigeria Airlines announced the immediate suspension of the staff member involved and the commencement of a full investigation into the incident.
The company said it had reached out to Akonanya and her family to apologise directly and assured them of administrative measures being taken to ensure that those responsible are disciplined and to forestall a recurrence.
The management also assured the public of its commitment to fostering an inclusive travel environment where every passenger is treated with dignity and respect.
“We have been in direct contact with the passenger and her family, extended our apologies, and ensured that their concerns are addressed.
“The staff member involved has been suspended and a full investigation commenced.
“We are engaging all relevant parties to establish the facts and will take appropriate action in line with our zero-tolerance policy on misconduct.
“We will continue to strengthen our training, processes, and oversight to prevent a recurrence of such incidents,” the statement added.
