Dana Airline Fails To Refund Passengers Over Flight Cancellation 

Ken Okeke

Dana airline may be dragged to Court by passengers for alleged refusal to refund of their flight fare which was not provided over ten months ago.

The passengers had purchased air- ticket from Dana airline from Abuja-Lagos on April 25, 2024 with departure time put as 13.40 and landing time in Lagos airport at 14.55.

The investigation, however, showed that all efforts by passengers, which include number of journalists to get their refund had continued to be herculean task as the Dana airline continued to deceive them to effect refund, but almost a year now.

However, one of the passengers, said he contacted the Public Relations Department of the Dana airline, who in return referred passenger to the management, and thereafter engaged them officially through chats, for over ten months which is provided below, but the management had continued to give false and deceitful promises

‘I need to draw your attention to below flight itinerary through ur airline. 25th of April 2024. Return Itinerary for Abuja to Lagos (departure time) 13:40. (landing time) 14;55.  PNR -DIJDAP. This flight was cancelled by ur airline and 7 months after no refund’, the passenger told Dana management

‘However, am asked by Dana Public Relations Officer to contact this line for a refund. I await your early response. It’s over 24 hours above message sent to you. I noticed it was read and deliberately ignored. If your organisation refused to address the issue after 7 months of patience I think am justified when I react’, the passenger wrote

[24/10/2024, 2:04 pm] Dana Airline Office: ‘Good afternoon. Thank you for contacting Dana Air. We sincerely apologize for the delayed resolution of your refund request. Kindly resend your E-ticket screenshot and bank details for further assistance’, Dana airline replied.

‘25th of April 2024. Return Itinerary for Abuja to lagos (departure time) 13:40. (landing time) 14;55.  PNR -DIJDAP.  What’s update on this’ the passenger replied again after weeks of no response

‘[30/10/2024, 9:59 am] Dana Airline Office: Good morning. Thank you for contacting Dana Air. [30/10/2024, 10:01 am] Please resend the full screenshot showing the amount. Also, please confirm if the first segment was used’, Dana.

[30/10/2024, 10:03 am] I used first segment. The refund is meant for return. [04/11/2024, 12:17 am] What’s update on the refund

[07/11/2024, 12:37 pm] Dana Airline Office: Good afternoon. Thank you for contacting Dana Air. [07/11/2024, 12:37 pm] Dana Airline Office: Please note that your details have been re-forwarded to the department in charge of refunds as a reminder. Feedback will be provided as soon as possible.  We apologize for the delay and the inconveniences caused’.

[07/11/2024, 11:06 pm] Appreciate ur proactive responses and measures. However, will also appreciate early refund. [29/11/2024, 9:58 am] What’s delaying the refund after weeks of pledge. This is becoming uncalled for. Don’t push me to the wall to engage you in media war. Its a money you failed to render service for payment. Refund my money before it turns otherwise. This serves as last warning. Enough is enough. This is money you held on to months ago. If a passenger owes u, u won’t fold your arms

[04/12/2024, 3:24 pm] Dana Airline Office: Good afternoon. Thank you for contacting Dana Air. [04/12/2024, 3:24 pm] Dana Airline Office: We sincerely apologize for the delay in the refund process. Please be assured that all hands are on deck to ensure you get your refund.

[04/12/2024, 7:40 pm] But how long is the management going to make refund after 9 months [12/12/2024, 1:39 pm] This is another reminder. The year is getting to the end

[19/12/2024, 10:57 am] Dana Airline Office: Good morning. Thank you for contacting Dana Air. [19/12/2024, 10:57 am] Dana Airline Office: We understand your refund has taken longer than expected and we sincerely apologize for the delay and the inconveniences caused. Please be informed that refunds are done in batches, yours will be paid soon. Once again, we apologize for the delay’.

[19/12/2024, 11:11 am]. Can you be specific. It’s over a year now. [09/01, 10:10 pm]. There is one thing that is glaring now. I am now convinced about your deceit and antics on refusal to pay the money. You have push me to the wall and I will embarrass your organisation globally if within the next one-week u failed to do the needful. What type of irresponsibility is that. Can a passenger hold on to your money for over a year. Honestly, you are wicked organisation and not trustworthy. As I said you have pushed me to the wall and I will fight back

‘[14/01, 2:46 pm] Dana Airline Office: Good afternoon. Thank you for contacting Dana Air. [14/01, 2:46 pm] Dana Airline Office: Please note that your delayed refund payment has been escalated and our team is making every effort to ensure you get your refund. We sincerely apologize for the delay’.

[14/01, 2:51 pm] I said u should be specific and what’s meaning of this your regular deceit

Findings showed that since the last message of January 14, 2025 when the passenger emphasized the complaint the management of Dana Airline has since kept mute, under the guise of various failed promises

The Nigerian Civil Aviation Authority (NCAA) it is recalled placed indefinite suspension on Dana Air’s Air Operator Certificate (AOC) on April 24, 2024, and this came barely 24 hours after Dana Air plane coming from Abuja landed at the Lagos airport runway and veered off into a nearby field.

Dana Air plane with registration number 5N BKI, had 83 passengers onboard, as at that time, however, all the passengers and crew members disembarked unhurt, while emergency responders and regulatory agencies immediately rose to the occasion and opened an investigation to unravel the real course of the incident.

The Nigerian Civil Aviation Authority (NCAA)  said while the outcome of the investigation by the Nigerian Safety and Investigation Bureau is being awaited, it was important to audit the operations of the carrier, and  in a letter with the reference number  NCAA/DGCA/DANA/1/24/001, and signed by the Acting Director of the civi aviation, Chris Najomo, said the Operator Certificate (AOC)  of the airline had been suspended.

While awaiting the investigation report from the Nigeria Safety Investigation Bureau, the aviation authority said it had initiated an in-house compliance assessment of the occurrence taking into account Dana’s track records in related occurrences.

“As a precautionary step, and in accordance with Sec 31 (7) of the Civil Aviation Act 2022, the Authority has imposed a suspension on your Air Operator Certificate (AOC) with effect from 24th April, 2024 at 23:59 to allow for a thorough safety and economic audit’, the letter read.

“The safety audit will entail a re-inspection of your organisation, procedures, personnel and aircraft as specified by Part 1.3.3.3 of the Nigeria Civil Aviation Regulations, while the economic audit will critically examine the financial health of your airline to guarantee its capability to sustain safe flight operations’, the authority emphasised.

The Minister of Aviation and Aerospace Development, Festus Keyamo, in a letter by the Ministry of Aviation and Aerospace Development, and addressed to the Nigeria Civil Aviation Authority expressed displeasure with the incident involving a Dana aircraft.

The letter issued by the Permanent Secretary pointed out that the incident had raised serious concerns regarding both the safety and financial viability of Dana operations, adding that the development had come to the attention of the Minister

“As the supervisor overseeing our nation’s aviation safety and regulatory compliance, it has come to the Honourable Minister’s attention that recent incidents involving Dana Airline.In light of these incidents and with the paramount priority being the safety and well-being of our citizens and travellers, the Honourable Minister has directed that you immediately initiate the suspension of Dana Airline’s fleet until a comprehensive audit can be conducted. This audit should encompass all aspects of safety protocols, maintenance procedures, and financial health to ensure full compliance with our aviation regulations’, the letter read.

‘The recent incidents have underscored the urgency of this matter, and it is imperative that swift and decisive action be taken to safeguard the interests of all stakeholders involved. I trust in your expertise and diligence in carrying out this audit thoroughly and expeditiously. Please keep me informed of the progress and any significant findings throughout this process’, it added.