After months of writing to Dana Air to request a refund for a flight cancelled in April, Esohe Ogankpolor, an Abuja resident, has yet to receive her refund of N205,730 from the airline.
Ogankpolor told FIJ on Wednesday that she had booked three seats on a Lagos–Abuja flight on Dana Air on April 19 but received an email from the airline informing her of a flight cancellation eight days later.
“I booked a flight on April 9 for three people, including me, another adult and my 8-year-old nephew on April 19. The flight was for April 27, but I received an email on April 24 stating that they were postponing the flight. That same night, I received another email that they were cancelling it,” said Ogankpolor.
“The airline sent me an email to aid the refund process. It was stated that I needed to send some documents to begin the process for a refund.”
Receipt of transaction.
READ ALSO: Despite Requesting Abuja Resident’s Bank Details, Dana Air Yet to Make N72,000 Refund
In the email, she was asked to send pictures of the identification cards of the three passengers for whom she had booked flights. Ogankpolor informed the airline that the third passenger was an 8-year-old who did not have an ID card.
Flight details.
In response, the airline told her a copy of the 8-year-old’s birth certificate would do along with a letter of authorisation from the other adult stating that the refund be made into Ogankpolor’s account.
She told FIJ that she provided all the documents requested by the airline and they confirmed receipt of the documents, but they never moved to refund her.
“I sent everything they asked for. They didn’t respond immediately. I called them, and the customer representative who responded told me he had received my email. I kept sending them messages, to which they replied and apologised for the delay,” Ogankpolor said.
“They would also say they were working on my refund. They also asked for my account details, and I sent them, but there has been no refund to date.”
FIJ sent Dana Air a message on WhatsApp on Thursday, but it failed to respond. The airline’s X account has been deactivated.
FIJ has reported a series of stories about Dana Air leaving customers in the dark and failing to respond to refund requests since the Nigeria Civil Aviation Authority (NCAA) suspended its operations in April.
One such story is the airline’s failure to refund Aliu Imiefuo Emmanuel, a Lagos resident, after cancelling his flight in April. FIJ also reported that the airline missed the two-week deadline given to it by the NCAA to clear its customer refund backlog in September.
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