Skyway Aviation Handling Company PLC (SAHCO) has paid a N100,000 compensation to Tolulope Adeniran, an Abuja resident whose bag got damaged during a flight from Abuja to Kwara State.
Adeniran boarded an Overland Airways flight on June 5, but upon claiming her luggage at the General Tunde Idiagbon International Airport, Ilorin, she noticed one of her bags was damaged and missing one of its tyres. She then filed a complaint over the counter.
The company ignored Adeniran’s complaints for two months but paid compensation on Monday, less than two weeks after FIJ contacted Overland on WhatsApp over the matter.
On Monday, the customer told FIJ that the SAHCO manager reached her and resolved to pay her N100,000 to replace the damaged bag.
“I sent my account number to him, and he said he and others would contribute the money and pay me by Wednesday,” Adeniran told FIJ.
READ ALSO: After FIJ’s Story, Overland Airways Refunds Passenger’s N200,000 Ticket Fee
At about 4:50 pm, she contacted FIJ again to say the manager had sent her the money.
“Thank you for lending your voice,” she said. “If not for FIJ, the matter would have been ignored and completely swept under the carpet. May FIJ team be empowered to do more.”
Transaction receipt
HOW IT BEGAN
“I was aboad an Overland flight from Abuja to Ilorin on June 5, 2024,” Adeniran had explained to FIJ back in July. “Upon retrieving my baggage, I discovered my plastic bag had been badly handled and one of the wheels was completely off the bag. I proceeded immediately to their counter to lay a complaint, and was given a form to fill.
“They contacted me the following week via a phone call, and the caller apologized on behalf of Overland Airways. I asked what their resolution was going to be and the caller promised to reach out to the management and get back to me.
READ ALSO: One Month After Cancelled Flight, Overland Airways Still ‘Processing’ Passenger’s N202,000 Refund
“I was contacted days after, and the caller, Rashidat, requested I present the receipt of purchase which I told her I didn’t have. She asked to find out the cost of the bag and requested I send it through WhatsApp to a number that was provided. I sent the cost of the bag which I estimated to be around N110,000 and I also sent a video of the damaged bag.
“They called me again on June 26 to drop the bag at their Ilorin office for possible repair. I made it known that if after fixing the bag it was obvious they repaired it, I would not take it, and would prefer it be replaced.”
Adeniran dropped the bag off at the airport on June 29 and began a long wait for repairs or a refund. She said they began sending her automated responses when she asked for updates.
On July 30, FIJ sent a message to Overland Airways. A day later, the company replied saying, “Kindly be informed that we are already in talks with our customer and we cannot divulge any information as regards our dealings with our customer to you.
“You are not privy to our contract and we will be in violation of extant laws to divulge information to you. We thank you for your understanding.”
After this, Adeniran texted FIJ saying the company reached her that day to follow up. On August 5, Overland reached her again saying they would transfer her to SAHCO as they were in charge of baggage claim. One week later, they paid her.
FIJ has reported on several cases of lost or damaged bags, cancelled flights and other irregularities at airports. More often than not, these reports lead to restitution.
The post After FIJ’s Intervention, SAHCO Pays N100,000 for Bag Damaged During Overland Airways Flight appeared first on Foundation For Investigative Journalism.