Re: Allegations of Extortion by PassionAir Staff in a Letter – Response by PassionAir
We write in respect of the letter published in the Thursday, 14 November 2024, edition of The New Crusading GUIDE by Mr. Sulemana Issifu, a concerned customer.
We note the complaints stated by Mr. Issifu and would seek to clarify the following issues raised:
- Check-in Policy: Our check-in counters close 40 minutes before the scheduled departure of the flight, as outlined in our policy. Once the check-in counter is closed, it is the norm within the industry, and also our policy, that any available seats are prioritized for standby passengers, who are listed as ready to board the flight at that time.
- Additional Charges: In the event of a re-booking, a passenger may be liable to pay additional charges. These may include a penalty fee and a fare difference. The fare difference is determined based on the original class of ticket purchased and the options available in our ticketing system, at the time of rescheduling.
- Receipt and Feedback: All passengers who make payment to PassionAir, are entitled to a receipt and should kindly request same and ensure the receipt is provided by the airline’s staff.
At PassionAir, we deeply value customer feedback and strive to provide the best possible service. We sincerely apologize for any inconvenience experienced by Mr. Sulemana Issifu and have actively engaged with him to resolve his complaint amicably. His input is invaluable in helping us enhance our service delivery for all customers and we sincerely appreciate his feedback and bringing his concerns to our attention. We will utilize this feedback to review and improve our processes.
We are committed to providing outstanding customer service and encourage all our valued customers to provide us directly with feedback, to enable us ensure we achieve excellence in our service provision.
We thank you for providing us with the opportunity to respond to the letter of Mr. Suleman Issifu.
Yours sincerely,
