Nkem Ogazi*, an Abuja resident, has narrated how Dana Air continued to hold on to her N73,080 after the airline cancelled the Abuja–Owerri flight she booked eight months ago.
Ogazi told FIJ she booked the Abuja–Owerri flight on April 13.
“I booked the Dana Air flight on April 13, with the intention to travel from Abuja to Owerri on May 1,” said Ogazi.
“The booking cost N73,080.
“Two weeks after I made the booking, I received an email from Dana Air on April 25, notifying me that the flight I booked had been cancelled.
“The airline also stated that the flight was cancelled because of an NCAA operational audit.
The Flight Cancellation Notification Ogazi Received.
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“They then sent me a refund form to fill out weeks later and I obliged them and sent it back.
“Since that time, I have not heard from Dana Air again. I have sent them several emails, but they refused to return my N73,080 to me. My brother-in-law has also assisted me in calling them on several occasions, but they still would not make a refund to me.”
Ogazi’s Flight Ticket
In early September, the Nigeria Civil Aviation Authority (NCAA) announced 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 chose to simply identify 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.
READ ALSO: Dana Air Fails to Make N224,170 Refund to Lagos Resident Since 2022
“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 Thursday, but it had not been responded to 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 8 Months Ago appeared first on Foundation For Investigative Journalism.