Some passengers of Dana Air were met with a rude shock in April when the Nigerian Civil Aviation Authority (NCAA) suspended the airline.

The suspension followed an incident where one of Dana Air’s aircraft skidded off the runway at Murtala Mohammed International Airport in Lagos.

Among those affected was Henry Babatunde, a civil servant, who had booked a round-trip from Abuja to Lagos and was scheduled to return on April 28.

Like many others, the suspension blindsided Babatunde and forced him to seek a last-minute alternative. He purchased a new ticket from Max Air at a steep N230,000 — more than double the original fare — to ensure he could make it to Lagos for an important meeting.

Speaking to FIJ on Wednesday, Babatunde described how tensions escalated at the airport on the day of his departure when frustrated customers protested their cancelled flights.

READ MORE: How Dana Air Held Nigerians to Ransom After 2 Safety Suspensions in 2 Years

Babatunde’s E-ticket

“I saw people fighting them because their staff were on the ground and they were ready to destroy their gadgets and desks. Being a public servant and looking at my personality, I decide not to engage or join them,” Babatunde told FIJ.

Notice of suspension and flight cancellation

Beyond the logistical headache, the disruption introduced Babatunde into a months-long battle for a refund. At first, the airline followed protocol by sending him a message to acknowledge the situation and promise a refund.

They requested verification documents, which Babatunde submitted promptly in the hopes of a resolution within a reasonable time.

However, over three months passed without any refund. To make matters worse, the airline stopped responding to Babatunde’s calls, messages and written reminders.

“If I call customer service they don’t pick up; if I message them, no response. So on Monday 19th of August I messaged their customer service team and promised to call them out,” Babatunde explained.

Desperate for a resolution, Babatunde took to social media on Monday to publicly call out Dana Air. The response was swift; Dana Air quickly reached out via WhatsApp to inform him that his matter had been escalated. But Babatunde has still not got a refund since then.

READ MORE: Dana Air Cancels Round Trip, Withholds Passenger’s N129,600 Refund 4 Months Later

“They quickly message my number on WhatsApp and said they have sent back my details for payment and till now I haven’t gotten it,” he said.

Dana Air promised to refund all customers with legitimate claims.

According to Kingsley Ezenwa, Dana Air’s communication consultant, the delay in processing refunds is due to the airline’s reduced staff strength, which is now about 20% lower following recent layoffs.

In recent days, FIJ has reported numerous cases of delayed refunds involving Dana Air, with most of the complaints coming from passengers with flights in April.
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