KFC apologises for discriminating against customer with disability

FAST-FOOD outlet KFC Nigeria has tendered a public apology to a customer Debola Daniel whom it subjected to discrimination at its Murtala Mohammed International Airport (MMIA), Lagos branch due to his disability. 

In a statement via its official X handle on Thursday, March 28, KFC Nigeria expressed regret at the incident, stating that it was taking necessary steps to address the issue.

“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,” the statement read.

Daniel shared his encounter at KFC via his X handle on Wednesday, March 27, stating that a staff member refused him entry into the fast-food because he was in a wheelchair.

“I entered the restaurant with four other travel companions consisting of my brothers and wife. The security personnel at KFC, Samuel, greeted me by name as I’ve been there multiple times. Just as we were about to sit, the lady at the till – who was apparently the manager – called out loudly, ‘No Wheelchairs Allowed!’.

“Our group paused in confusion before my brother, Taiwo, asked what she meant. 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 permitted in the premises, and we should leave immediately,” Daniel recounted.

Following his experience, the Federal Airports Authority of Nigeria (FAAN) shut down the outlet in line with the Lagos State law on People with Special Needs.






     

     

    The Federal Competition and Consumer Protection Commission (FCCPCC) also released a statement condemning the outlet’s discrimination of the customer.

    Nigeria passed the Discrimination Against Persons with Disabilities (Prohibition) Act, 2018 into law in January 2019.

    The Act prohibits all forms of discrimination against persons with disabilities and imposes a fine of N1 million for corporate bodies and N100,000 for individuals or a term of six months imprisonment for violation concurrently.

    It also guarantees the right to maintain a civil action for damage by the person injured against any defaulter, among other provisions.

    Ijeoma Opara is a journalist with The ICIR. Reach her via [email protected] or @ije_le on Twitter.

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