The Federal Airports Authority of Nigeria (FAAN) has ordered the closure of a KFC outlet at the international wing of the Murtala Muhammed Airport, Lagos for discriminating against a person with disability, Mr Adebola Daniel.
Spokesperson for the agency, Mrs Obiageli Orah, disclosed this in a statement in Lagos.
Recall that Daniel, son of the former governor of Ogun State, Mr, Gbenga Daniel, had posted on his official X page his experience at the fast food outlet at the airport.
Adebola reported that the restaurant had stopped him and his family from using the eatery.
He described incident, which happened on Tuesday, as “the worst sort of public humiliation” he had ever experienced.
“Today I felt less than human, like a guard dog not allowed into the house. Lonely and isolated.”
“Just as we were about to sit, the lady at the till, who was the manager, called out loudly, ‘No wheelchairs allowed’.
“She refused to listen to reason and stood her ground that at KFC, Nigeria Murtala Muhammed Airport branch, wheelchairs and wheelchair users of all shapes and sizes were not permitted on the premises and we should leave immediately.
“I have never been the type of person to make a fuss or complain about my disability,” he wrote.
In an audio clip taken after the incident, Adebola’s wife could be heard complaining to a female worker, presumably the manager, that they “could have handled the situation better”.
“When you guys came in, we should have told you guys that wheelchair is not allowed… people know that wheelchair is not allowed (at KFC),” the employee replied, suggesting that the restaurant’s policy barred wheelchair users.
Reacting to the incident, FAAN said it axed the company after its team had investigated the allegation.
It stated that KFC had breached the Lagos State Law on People with Special Needs.
“In line with Lagos State law on People with Special Needs , Part C , section 55 of General Provisions on Discrimination which states that ,” 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” , the management of the Federal Airports Authority of Nigeria (FAAN) has closed the KFC facility at the Murtala Muhammed International Airport in Lagos with effect from March 28, 2024.
“This is as a result of a social media report by a passenger with reduced mobility, alleging discriminatory treatment he received at the Murtala Muhammed International Airport, Lagos.
“The MD/CE of FAAN, Mrs Olubunmi Kuku intervened swiftly by deploying a management team…to investigate the allegation.
“It is based on the findings of the team that FAAN has shut down the KFC facility at the MMA, where the incident occurred.
“The Authority has instructed that the KFC management should tender an unreserved apology, in writing, to the affected PRM and 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 passenger with reduced mobility and assures all airport users that we shall continue to work tirelessly to ensure that the rights of every passenger are not infringed upon,” the statement reads.
As directed by FAAN, KFC apologized to Adebola, expressing deep regret for the distress experienced by the customer and pledged swift action to address the issue.
In a statement posted on its X page, the fast food outlet stated its commitment to opposing bias or discrimination in any shape or form, with inclusivity and respect as fundamental principles of its values.
The statement reads: “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.
“We deeply regret the frustration and distress experienced by our guest and extend sincere apologies to those affected.
“In response, we are urgently implementing inclusion 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 actions to equip our team members and restaurants 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.”
