Lufthansa review: Airline ticket refund

The Country Manager / General Manager
Lufthansa German Airlines
Abuja Office
Abuja, Nigeria

FORMAL COMPLAINT AND FINAL DEMAND FOR REFUND OF ₦5,619,557.00 PAID FOR AIR TICKET

Dear Sir/Madam,

I write to formally lodge a serious complaint and demand for the immediate refund of ₦5,619,557.00 (Five Million, Six Hundred and Nineteen Thousand, Five Hundred and Fifty-Seven Naira) paid to Lufthansa German Airlines through your designated bank account for the purchase of an air ticket.

The payment was made on 1st June 2023 from my Guaranty Trust Bank account to the Lufthansa German Airlines bank account domiciled with United Bank for Africa (UBA), with the following transaction details:

- Amount: ₦5,619,557.00
- Date of Payment: 1 June 2023
- Sender: Tobin Jonathan
- Beneficiary: Lufthansa German Airlines
- Beneficiary Account: [protected]
- Receiving Bank: United Bank for Africa Plc (UBA)
- Transaction Reference: REF:441440120000056195572306012358
- Purpose/Remarks: Lagos – London – Toronto – Newark – Lagos

A copy of the bank transaction receipt confirming the payment is attached to this complaint.

BACKGROUND

The above payment was made for the intended purchase of an international flight ticket. However, due to unforeseen circumstances, the proposed travel plans were subsequently cancelled and the ticket was not issued for the intended journey.

At the time, Mr. Ugo Nwachukwu, who was the desk officer in charge at the Lufthansa German Airlines office in Abuja, advised me that the money paid would remain available and could be utilised for my subsequent trip when I was ready to travel.

Relying on this representation, I did not immediately demand a refund.

However, when I was subsequently ready to travel and attempted to make use of the funds for another trip, I was informed that the manager then in charge was unable to process the transaction or apply the funds towards the new travel arrangement.

Consequently, I requested that the full amount of ₦5,619,557.00 be refunded to me.

I subsequently communicated with Mr. Taiwo Adekunle, who was handling the matter at the time, and formally requested the refund. A copy of the relevant email correspondence is also attached.

UNACCEPTABLE DELAY

To my profound disappointment, despite the substantial amount involved, the matter has remained unresolved for an unreasonably long period.

The sum of ₦5,619,557.00 has remained with your organisation since 1 June 2023, notwithstanding the fact that:

1. The money was duly paid into an account designated for Lufthansa German Airlines;
2. The ticket for which the payment was made was not ultimately issued for the intended journey;
3. Your representative advised that the funds could subsequently be applied towards another trip;
4. I requested a refund when the funds could no longer be utilised for the proposed travel; and
5. Despite my communications and requests, I have received no satisfactory resolution or refund.

It is extremely concerning that a customer can make a legitimate payment of over Five Million Naira to a major international airline and, after the underlying transaction was not consummated, be left without either the service paid for or the refund of the money.

I consider this situation totally unacceptable and highly disappointing.

FINAL DEMAND

I hereby formally demand that Lufthansa German Airlines refund the full sum of ₦5,619,557.00 to me without any further delay.

I request that the refund be processed and evidence of the refund/payment provided to me within 14 days of receipt of this letter.

For the avoidance of doubt, this letter should be treated as a formal pre-action demand.

Should Lufthansa German Airlines fail, refuse or neglect to refund the outstanding sum within the stipulated period, I will have no alternative but to seek appropriate legal redress before a competent court of law, without further notice to your organisation.

Such action may include claims for:

- Recovery of the principal sum of ₦5,619,557.00;
- Applicable interest arising from the prolonged withholding of the funds;
- Damages for the inconvenience and financial consequences occasioned by the failure to resolve the matter;
- Legal costs and other expenses reasonably incurred in recovering the money; and
- Any other reliefs that may be available to me under applicable law.

I sincerely hope that Lufthansa will appreciate the seriousness of this matter and resolve it amicably rather than compel me to commence legal proceedings over money that has been in the custody of your organisation for several years.

I therefore expect your written confirmation of the refund process and the date of payment within 14 days.

Please, find attached copies of the following documents in support of this complaint:

1. Guaranty Trust Bank transaction receipt dated 1 June 2023, confirming payment of ₦5,619,557.00 to Lufthansa German Airlines;
2. Email correspondence with Mr. Taiwo concerning the refund request; and
3. Any other relevant correspondence and documentation relating to the transaction.

I look forward to your urgent response and the immediate resolution of this matter.

Yours faithfully,

TOBIN JONATHAN
+[protected]
[protected]@gmail.com

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