Kenya Airways has refunded N101,000 to Agnes, a resident of Lagos State, after dragging its heels on her refund since December.

The refund came within two days of FIJ contacting the airline via email to inquire why Agnes had yet to receive her money, even though the airline claimed she had received it.

Agnes, who insists that only her first name appear in print, told FIJ on Monday that she booked multiple tickets with Kenya Airways to several destinations in 2024, one of which was from Cape Town to Johannesburg for N1.1 million.

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The receipt of the multiple tickets she booked

She said she couldn’t travel to Johannesburg because, as of December 6, pilots were on strike in South Africa. Agnes said Kenya Airways assured her she would be refunded after the incident, but she did not receive her money until FIJ intervened.

The credit alert Agnes received

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“After so much back and forth in January, they emailed me, saying the issue had been resolved and that I had received my refund. I asked how, because I hadn’t seen it. I requested evidence and asked them where I could verify it, but they didn’t respond. This is why I contacted FIJ. I want my money back,” Agnes told FIJ on Monday.

Barely 48 hours after FIJ’s email to the airline, Agnes, who did not know how much she would be refunded as it was a multiple-ticket booking, received N101,000 from Kenya Airways.

“I got this today. Thanks to FIJ,” Agnes said on Wednesday.
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