Arik Air

16.03.2023 Featured 3 Months After Flight Cancellation, Arik Holds On to Customer’s ₦76,000

Published 16th Mar, 2023

By Sodeeq Atanda

Kingsley Kwem, an Imo State resident, has narrated how Arik Air, a commercial airline company, cancelled the flight he booked on behalf of his brother in December 2022.

Kwem, a medical practitioner, told FIJ that he was preparing for the burial of his father in December, and his brother, Kwem Augustine, being the first son, was to attend the event in person.

He, therefore, booked a Lagos-Owerri flight for him. However, Arik cancelled the flight before the departure day. This caused his request for a refund.

READ ALSO: After FIJ’s Story, Arik Air Returns Customer’s N51,000, Unblocks Him on Facebook

“I received a cancellation notice for the Lagos-Owerri flight ticket I bought for my elder brother on December 25, 2022. This shattered our plan for his participation in the burial of my daddy,” Kwem explained.

Reservation receipt from Arik
Reservation receipt

His next decision following the unexpected cancellation was a formal request for a refund on December 26.

“Since it became an impossibility to use the ticket for its original intention, I submitted a refund request on December 26,” he said.

“Before applying for a refund, I asked them if they could reschedule the flight for December 26 or 27. But they said I could only reroute to Port-Harcourt, which wasn’t going to be convenient.

Flight cancellation email
Flight cancellation email
Second refund request by Kwem
Second refund request by Kwem

“For the second time, I sent a reminder on January 5, 2023. I have also called their refund request centre number many times without an answer. Thinking that was ineffective, I went to the Owerri airport to make a physical request, but I learned they had closed down their stand at the airport.”

In response to his application, the company requested him to send his reservation information and evidence of payment. FIJ gathered from the correspondence between him and the company that he submitted the information.

“As we speak, I don’t know what other channel to explore to have them refund my money. That money is a lot to me,” he said.

FIJ reviewed the company’s terms and conditions and found that Kwem has a right to a refund.

READ ALSO: Arik Air Holds Customers’ N298,000 and Denies Them Flight

If we cancel a flight, fail to operate a flight reasonably according to schedule, fail to stop at your destination or Stopover, or cause you to miss a connecting flight in circumstances where you hold a Confirmed Reservation and adequate time existed to make the connection between the originally scheduled time of arrival of your flight and the departure time of the connecting flight, the amount of the refund shall be: If no portion of the Ticket has been used, an amount equal to the fare paid.

Article 10, sub

FIJ’s email request sent to the company on Wednesday had not been responded to at press time.

Published 16th Mar, 2023

By Sodeeq Atanda


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