By Mohammed Useni
The Federal Airports Authority of Nigeria (FAAN) on Thursday shut down a KFC facility in the Murtala Mohammed International Airport (MMIA) over alleged discriminatory treatment of a passenger.
This is contained in a statement signed by Mrs Obiageli Orah, Director, Public Affairs and Consumer Protection, and made available to newsmen in Lagos.
Orah said that the shut down would be effective March 28 in line with the Lagos State law on people with Special Needs, Part C, Section 55 of the General Provisions on Discrimination.
She stated that the law stipulated thus: “A person shall not deprive another person of access to any place, vehicle or facility that members of the public are entitled to enter or use on the basis of the disability of that person.”
Orah said that the shutdown was as a result of a social media report by a Passenger with Reduced Mobility (PRM), alleging discriminatory treatment he received at the MMIA, Lagos
According to the statement, the Managing Director/Chief Executive of FAAN, Mrs Olubunmi Kuku, intervened.
It stated that Kuku had swiftly deployed a management team comprising Orah, the Regional Manager South-West, Mr Sunday Ayodele, Ag. General Manager Public Affairs, Mrs Ijeoma Nwosu-Igbo, and the Internstional Terminal Manager, Mr Kerri, to investigate the allegation no.
Orah said that it was based on the findings of the team that FAAN had shut down the facility where the incident occurred.
She said that the Authority had instructed the KFC Management to tender an unreserved apology, in writing, to the affected PRM.
Also, a policy statement of non-discrimination be written and pasted conspicuously at the door post of their facility at MMIA before it resumes operation.
“FAAN uses this medium to express our unreserved apology to the affected PRM and assures all airport users that we shall continue to work tirelessly to ensure that the rights of every passenger are not infringed upon.”
Backstory
NewsWireNGR reports that Debola Daniel, a Passenger with Reduced Mobility (PRM), in an X (Twitter) thread narrated how he was denied eating at the KFC facility inside the Murtala Muhammed International Airport in Lagos.
He narrated, “Just as we were about to sit, the lady at the till – who was apparently the manager – called out loudly, “NO WHEELCHAIRS ALLOWED”.
“My siblings and wife became instantly irate and proceeded to debate her position with her, ultimately cumulating in raised voices and strong verbal protests. If there’s one thing I hate more than anything in this life is to create a scene. I detest it. I do not like to draw attention to myself and as such I began pleading with my people that we should just leave.”
“She stated that although she recently just transferred to that branch, it is something that has been drummed into them. NO WHEELCHAIRS ALLOWED.”
KFC reaction
Reacting to the development, KFC Nigeria in a post published on its X (Twitter) page said “KFC is unwavering in our stance against bias or discrimination in any form, with inclusivity and respect as non-negotiable pillars of our values.
“However, this recent incident has underscored the pressing need for immediate action. We have embarked on efforts to address the situation and extend apologies and deeply regret the frustration and distress experienced by our guest.
“In response, we are urgently implementing sensitivity training for all our employees. This incident is not reflective of our standards, and we will act swiftly to rectify it.
“We are actively exploring solutions to equip our team members and establishments better to ensure that every guest feels genuinely welcomed and that we deliver empathetic customer service that proactively addresses the diverse needs of each guest.”
