Titilayo McDonald*, a Lagos State resident, has narrated how Dana Air continued to hold on to her N518,200 after the Lagos–Abuja flight she booked for her entire family was cancelled by the airline.

McDonald told FIJ that she booked the Lagos–Abuja flight on April 15.

“I made the flight booking for my dad, mum, sister and myself on April 15 this year,” McDonald said in an interview with FIJ on Thursday.

“We were supposed to embark on the journey between May 15 and 17 this year.

“The entire booking cost N518,200. As we were preparing to leave Lagos for Abuja, I received an email from Dana Air notifying me that the flight had been cancelled. This happened a few days to the departure date.

“I was told the flight was cancelled because of an NCAA audit.”

McDonald further said the airline sent her a refund form to fill out after the cancellation.

“Unfortunately, Dana Air has still not made the refund of N518,200 to me since I filled the form in the same April,” said McDonald.

READ ALSO: Dana Air Yet to Refund Abuja Resident’s N72,000 Since April

“I have sent several emails and made many visits to their stand in Lagos but all the airline’s officials kept telling me was that they were still working on the refund request.

“Till we speak, I am yet to get my N518,200 back. It has been nine months since the flight was cancelled. It does not even look like anybody is even doing anything to ensure that all affected customers get their monies back.”

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 McDonald’s complaint on Friday morning to know if passengers’ refund requests were worked on just like 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 also sent an email to Dana Air via its customer desk’s WhatsApp channel for an update on McDonald’s refund request on Friday, but it had not been responded to at press time.