KFC tenders apology, as Nigerians differ on FAAN shutdown of outlet

By Seun Ibiyemi

Mixed reactions have continued to trail the shutdown of Kentucky Fried Chicken (KFC), a global fast-food restaurant chain, facility in the Murtala Mohammed International Airport (MMIA) over alleged discriminatory treatment of a passenger.

The Federal Airports Authority of Nigeria (FAAN) on Thursday in a statement signed by Director, Public Affairs and Consumer Protection, Mrs Obiageli Orah, and made available to newsmen in Lagos, said that the shutdown 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 International 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,” it read.

Reactions

KFC Nigeria in a statement on X (formerly Twitter), expressed its commitment to inclusivity and respect as non-negotiable pillars of their values.

“This recent incident has underscored the pressing need for immediate action,” it said.

“We have embarked on efforts to address the situation. We deeply regret the frustration and distress experienced by our guest and extend sincere apologies to those affected.”

KFC had also announced plans to urgently implement inclusivity training for all its employees to prevent similar incidents.

Also the Federal Competition and Consumer Protection Commission (FCCPC) has condemned the discrimination against Mr Debola Daniel, a rights advocate, by a fast-food outlet, KFC, at the Murtala Muhammed International Airport, Lagos, due to his physical state.

Daniel, son of a former Ogun State Governor and serving senator for Ogun East, Gbenga Daniel, shared his ordeal in a series of tweets on X (formerly Twitter) on Thursday.

Daniel recounted how he, along with his family, was publicly humiliated when the manager of the KFC outlet declared to them when he entered the facility, ‘NO WHEELCHAIRS ALLOWED.’

The FCCPC, in a statement by  its acting Executive Vice Chairman, Dr Adamu Abdullahi, in Abuja, on Thursday, said the commission would work with relevant authorities to ensure appropriate redress for the aggrieved consumer.

Abdullahi said the commission would also ensure that the KFC outlet took full responsibility for their action.

He said that Section 17 of the Federal Competition and Consumer Protection Act (FCCPA), emphasises the obligation to eliminate practices detrimental to competition and consumer welfare to safeguard consumer interests.

Abdullahi said that discriminatory actions, such as those witnessed at the KFC outlet, undermined their principles and would not be tolerated.

“Discrimination against persons with disability is not only unlawful but also inhumane and contrary to the values that we, as a society, hold dear.

“The FCCPC commends the swift action reportedly taken by the Federal Airports Authority of Nigeria in shutting down the KFC outlet.

“We fully support its directive for the restaurant to issue a written apology to the affected individual and implement a clear non-discrimination policy displayed prominently for all customers.

“We will closely monitor developments and take appropriate actions in accordance with the provisions of the FCCPA.

“This incident serves as a reminder to all businesses operating in Nigeria that consumer protection laws apply equally, regardless of a customer’s ability,” he said.

Abdullahi said the commission remained steadfast in its commitment to ensuring that all consumers, irrespective of their physical abilities, were treated with dignity and respect.

The commission encouraged consumers who had faced similar discriminatory practices to come forward and report them through their designated channels.

“We stand firm in our commitment to promoting a fair and inclusive marketplace for all Nigerians.

“The commission will continue to take all necessary steps to ensure that the rights of consumers, including those with disability, are upheld and protected,” he said.

Some other reactions from the social media platform considered the closing of the KFC outlet too stringent.

According to @ayampeky, “Emotional blackmail! What happened to you have  been happening to many other Nigerians. Some have been beaten and kicked like dogs, you’ll see but ignore because it’s none of your business. Someone told you to leave because of a company rules and you’re making it about yourself.

“You would’ve left quietly and looked for another spot if really you do not like clout as you say. Every Nigerian is disabled, you’re not more special than those dying of hunger everyday due to bad politicians of which your father is a coven member.”

@NDrAgwoTurumbe, on the other hand, noted, “ I am sorry for what you experienced. The question that needs answering is how many other Nigerians who were ‘nobodies’ have been denied the simple act of taking a meal from that outlet?

“I commend your speaking up and use of ur influence to make a difference. We can do better.”

@tosinsofolarin said, “I do not condone what kfc  did. It must not be acceptable in our society. But shutting kfc down because of the incident is a bit OTT.

“If it  happened to an ordinary man’s son, would u av shut it down ? But because it happened to Gbenga Daniel’s son, u had to shut it down!”