The Federal Airports Authority of Nigeria (FAAN) has shut down a branch of KFC at the Murtala Muhammed Airport in Lagos State.
FAAN made this announcement on Thursday through a statement signed by its Director of Public Affairs and Consumer Protection, Mrs Obiageli Orah.
The statement, titled 'FAAN shuts down KFC outlet at MMIA,' mentioned that the food outlet violated the Lagos State law on People with Special Needs, Part C, Section 55 of General Provisions on Discrimination.
The statement also noted that the action was taken following a social media report by a Passenger with Reduced Mobility who claimed to have experienced discrimination at the airport.
The statement explained, "In accordance with the Lagos State law on People with Special Needs, Part C, section 55 of General Provisions on Discrimination, which prohibits depriving individuals with disabilities access to public places, vehicles, or facilities, the Federal Airports Authority of Nigeria (FAAN) has closed the KFC facility at the Murtala Muhammed International Airport in Lagos as of March 28, 2024.
"This is in response to a social media report by a Passenger with Reduced Mobility (PRM) who alleged discriminatory treatment at the Murtala Muhammed International Airport in Lagos.
"The MD/CE of FAAN, Mrs Olubunmi Kuku, promptly intervened by dispatching a management team to investigate the allegation, which included the Director of Public Affairs and Consumer Protection, Mrs Obiageli Orah; the Regional Manager South West, Mr. Sunday Ayodele; Ag. General Manager Public Affairs, Mrs Ijeoma Nwosu-Igbo; and the International Terminal Manager, Mr. Kerri.
FAAN stated, "Following the findings of the team, FAAN has closed the KFC facility at the MMA where the incident took place.
"The authority has directed the KFC Management to issue a written, unconditional apology to the affected PRM and display a conspicuous policy statement against discrimination on their facility's door at MMIA before resuming operations.
"FAAN takes this opportunity to extend our sincere apologies to the affected Passenger with Reduced Mobility and assures all airport users that we will continue to strive to uphold the rights of every passenger."
The victim, Adebola Daniel, son of former Ogun State Governor, Gbenga Daniel, shared his experience at the airport's KFC outlet in a series of tweets posted on Wednesday via his handle, @DebolaDaniel.
Daniel, a wheelchair user, described his experience as "the worst kind of public humiliation" he has ever faced.
The Ogun State native explained that the mistreatment began during his planned trip from Lagos to London via Virgin Atlantic airline.
He mentioned that in previous years, as a frequent traveler familiar with security and immigration procedures, he would visit the airport's Oasis lounge to wait for his flight.
However, since the lift to the lounge has been broken for the past three years, he decided to go to the KFC outlet in the airport with his wife and three brothers while they were traveling together.
“Today I chose KFC – what a huge mistake,” he complained.
In his tweets, he partially wrote, “Being disabled often affects my spirit, leaving me feeling humiliated and forgotten. Nowhere is this more true than in Nigeria.
“I have never been the type of person to make a big deal or complain about my disability. My approach has always been 'let it be.' Ultimately, it is what it is. It is a part of who I am and like everyone else, I have my days of self-doubt and confusion about how/if I fit into society.
“To be disabled in Nigeria means to be unwanted, unwelcome, and unaccepted. As I’ve said before, it’s a lonely, scary, and isolated place.
“Never has this been more true than it has ever been today when I faced the worst kind of public embarrassment that I have ever experienced. To think that this happened at an international brand @kfc @kfcnigeria at an international airport – Murtala Muhammed Airport, Lagos – is unthinkable.
Daniel stated that he “arrived at the airport as normal for my Virgin Atlantic flight to London. I’m a frequent flyer and I’m extremely familiar with all due processes at Murtala Muhammed Airport. Years ago, after all security and immigration formalities had been completed, I would normally go to the Oasis lounge to wait for my flight.
“For the past three years, the lift to the lounge has been out of service so I’ve often found comfort in other places, sometimes lounges, sometimes restaurants such as @kfc @kfcnigeria.
Daniel stated that as they were about to sit, a woman who is “apparently the manager” called out loudly, “No wheelchairs allowed.
He added that upon hearing what she said, one of his brothers, Taiwo, asked what the woman meant, but “she refused to listen to reason and stood her ground that at @kfc @kfcnigeria Murtala Muhammed branch, wheelchairs and wheelchair users of all shapes and sizes were not allowed in and we should leave immediately.
“My siblings and wife became instantly angry and began to argue with her, ultimately resulting 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.
“My wife took some video footage and my brothers took some pictures. There were at least five other witnesses at the scene, who tried to intervene as things unfolded. Eventually, our party departed to another lounge upset and quite frankly pissed off.
Daniel stated that he wouldn’t let such an incident slide, adding that as another of his brothers alongside his wife met the lady at another time, she stressed “that the business does not allow wheelchairs into their premises,” while they took an audio record of her statement.
He recalled the lady saying that “she recently just transferred to that branch, it is something that has been drummed into them.
He said it reminded him of bad times in recent history when people in wheelchairs or of color were not allowed. He felt like he was not being treated as human, like a guard dog not allowed inside, feeling lonely and isolated.
Daniel stated that he would keep pushing the issue until he gets a fair solution, and nothing will stop him. You shouldn't treat people in this way.
There are about 27 million Nigerians with some form of disability, which is over 13% of the country. One in six people globally has a disability. You should not treat people like this.
He asked KFC if they treat all disabled customers the same way or if they will look into this. He wondered if he was not considered human enough for KFC.
He included an audio recording of the conversation between his wife and the lady.
He wrote, "I'm trying to get all the evidence up on here" along with an audio clip from his wife.
When responding to the accusation before the outlet was shut down by FAAN, KFC tweeted that they are unwavering in their stance against bias or discrimination, and they value inclusivity and respect as important aspects of their values.
However, this recent incident has shown the urgent need for immediate action. They are working to address the situation, extend apologies, and deeply regret the frustration and distress felt by their guest.
The food outlet added that they are urgently providing sensitivity training for all employees. They stated that this incident does not reflect their standards, and they will act quickly to fix it.
They are actively looking for ways to better equip their team members and establishments to ensure that every guest feels genuinely welcome, and that they offer empathetic customer service that addresses the diverse needs of each guest.
The General Manager of the Lagos State Office for Disability Affairs, Mrs. Adenike Oyetunde-Lawal, said that her office has been made aware of the discrimination against Mr. Debola Daniel, a person with a disability in a wheelchair, at a KFC restaurant located at Murtala Muhammed International Airport, Lagos, on March 27, 2024.
The LASODA GM said that they disapprove of any form of discrimination, especially against people with disabilities. Everyone, regardless of their disability, deserves to be treated with dignity and respect.
They are committed to ensuring that the rights of people with disabilities are protected and upheld in Lagos State. Discrimination, such as that alleged in this incident, is not acceptable and will not be tolerated.
LASODA encourages anyone who has experienced discrimination based on their disability to report such incidents to [email protected]. They are working towards a society that is inclusive and accessible to everyone.
