Dana Air is yet to refund N73,080 to Nkem Ogazi*, an Abuja resident, whose Abuja–Owerri flight was cancelled by the airline in April.
FIJ initially reported the matter in December.
“I have still not heard from Dana Air to date,” Ogazi told FIJ on Monday.
“I have sent the airline many emails and put several phone calls through to its office, but it still has refused to give me back my N73,080. It has been 10 months now. We don’t even know how and who will make the refund anymore.
“The refund process should not be this difficult at all. It’s just tiring.”
Ogazi’s Flight Ticket
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In December, FIJ published a story on how Dana Air cancelled an Abuja–Owerri flight worth N73,080 Ogazi had booked on April 13.
Two weeks after Ogazi booked her flight, she received a message from the airline notifying her that it had been cancelled.
The airline also stated in the message that the flight was cancelled because of a Nigeria Civil Aviation Authority (NCAA) operational audit.
Dana Air was also suspended during the period because the NCAA believed it was no longer in a position to meet its financial obligations and to conduct safe flight operations.
The Airline subsequently sent a refund form to Ogazi to fill out, promising her that she would get her money back in no time.
However, the refund never came and this prompted the passenger to send numerous emails and place several phone calls to Dana Air.
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In early September, the NCAA announced that NG Eagle, Dana Air’s new partner, would be responsible for honouring flight tickets and processing refunds for passengers affected by the suspension of the airline’s operations.
As a result, FIJ decided to send an email to NG Eagle on a complaint similar to Ogazi’s on November 29 to know if passengers’ refund requests were being worked on just as the NCAA had announced.
While responding to the email, however, an NG Eagle official, who simply identified herself as Princess, wrote the following:
“We acknowledge receipt of your enquiry regarding the partnership between NG Eagle Limited and Dana Airlines Limited. In response, we would like to clarify the scope of our collaboration.
“Contrary to public assumptions, NG Eagle Limited does not handle refunds or reprotection for Dana Airlines. For any related requests, please contact Dana Airlines Limited directly.
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“In accordance with established procedures, NG Eagle Limited will only provide assistance to passengers whose details have been formally communicated to us by Dana Airlines Limited, with the knowledge and approval of the Nigerian Civil Aviation Authority (NCAA), as part of specific reprotection arrangements.
“Passengers not covered under these arrangements are advised to resolve their issues directly with Dana Airlines Limited.”
FIJ sent an email and a message to Dana Air via its customer desk’s WhatsApp channel for an update on Ogazi’s refund request on December 5, but it had received no response at press time.
*Nkem Ogazi is a pseudonym for the Dana Air passenger who asked not to be named.
The post Dana Air Yet to Refund Abuja Resident’s N73,080 for Flight Cancelled 10 Months Ago appeared first on Foundation For Investigative Journalism.