Oluwatosin Tabitha Sanusi, a Lagos State resident, has narrated how Wakanow, a travel agency, has continued to hold on to her N47, 000 after a Dana Air flight booking she made via its platform was cancelled three months ago.

Sanusi told FIJ that she booked a Lagos-Abuja flight for Bello Ajayi Lawalson, her uncle, in July and to show that all was in order, Wakanow confirmed the booking to her.

After the booking had been confirmed, she sent the flight details to her uncle so he could embark on his journey scheduled for July 20.

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However, the travel agency would later send her a mail on the evening of the same day that the booking had become “IN-active.”

“In the evening of the same day, I received another mail from them (Wakanow) stating my booking was IN-active. Dismayed, I sent them a response but I did not get any further response afterwards,” Sanusi said.

“Nevertheless, my uncle proceeded to the airport the following day, only to be told that Dana Air, the operating company, that was scheduled to convey him and other passengers to their destination, ‘had cancelled operations’.

READ ALSO: Two Days After FIJ’s Story, Wakanow Refunds Belgian Woman’s N138,000

“To my surprise, they asked me to pay additional N35,000 to schedule my uncle for another airline and I told them that the amount was beyond my means at that time. They later officially communicated news of the cancellation to me officially via email.

“Since journey had been terminated and I could not afford to add additional money like they requested, I asked for a refund.

“After informing me that their merchant had credited my account on July 28, I waited for hours and days without any credit in my account. I again received another email on August 31 that they had credited my bank account but till date I am yet to get even a single penny back from them.”

THE FALSE REFUND CLAIM

Sanusi said Wakanow would send yet another mail on September 7, claiming it had once again credited her account.

“When I checked my account again, I did not see any refund. It is unclear to me how Wakanow will be claiming to have refunded me when they haven’t,” she said.

“I sent them emails several times that I had not received my money back despite their refund claims. To prove to them that the funds had not been credited to my account, I obtained my bank account statement and sent it to them on October 2 for sighting.

“Right now, I am frustrated and I believe they are doing this deliberately. In different emails, they claimed they had just credited my account when nothing had been done. I want my money back.”

WAKANOW’S PROMISE

When FIJ contacted Wakanow via its customer service phone line, an agent who introduced herself as Chioma confirmed that the booking took place more than three months ago and apologised for any inconvenience the subsequent cancellation might have caused.

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Before the next question could be asked however, the call ended abruptly.

FIJ’s second phone call was answered by another agent who introduced herself as Toyin. She apologised for the delay and promised to look into the complaint. She also said she would contact Sanusi directly to give her an update on the development.

“I sincerely do apologise for what she is experiencing,” she said. “I will look into the complaint and get back to her anytime soon. I will also get back to you.”