Arik’s letter, my response and my report at Consumer Protection Council

Arik claims to have concluded investigation with the letter below *unedited:

Mr Omojuwa

We have conducted an internal investigation and unfortunately were unable to trace the iPad that you left behind on the aircraft. Whilst we appreciate that you have went to great lengths publicly to retrieve your device, we can assure you that we have conducted a thorough investigation but could not locate it.

Your twitter posts have accused Arik Air staff of theft of the device and we are satisfied, having spoken with airport personnel on duty that day, that no member of staff was involved in taking your device from the aircraft. Given the accusations and threats that you have been posting daily, we know that this outcome will not be to your liking and can only recommend that you keep all valuables on your person at all times as they are your responsibility.

Should you wish to make a claim for the iPad from Arik Air then we would require a police report detailing the nature of the incident and the description of the lost property in order to further any claim.

Yours Sincerely.

UK Customer Services

ARIK AIR INTERNATIONAL LTD

My response to the supposed concluded investigation:

Thank you,

I am at least pleased that despite saying your investigations would take at least 21 working days, it is a good thing these took 7 working days. You conducted an Arik Air thorough investigation that makes no mention of my report about your staff Lanre who said my ipad was found and put in my bag. From your letter, it obviously shows that you are used to getting away with thefts such as this and probably think you can wish it away with time.

If telling my neighbours – albeit online neighbours – my experience with a brand known for its lack of professionalism and shoddy treatment of passengers amounts to threats then I am certain you’ve never been called to your responsibilities by maltreated customers before. I am calling you to it. You spoke of outcomes, I am willing to pursue this to the last outcome. The Consumer Protection Council will reach you as I have made a formal report. I believe in an open society and would make all the processes leading to the recovery of my ipad open on my blog, other blogs and social media. You need a description of my ipad to return it to me? At no time did you invite me to be part of your kangaroo investigation. Congratulations on your effort at making sure I am frustrated out of this, I can assure you I am in this for the long haul until I get the justice I deserve. Let us keep the ball rolling. You can keep track of your consumer complains via #Arikwhereismyipad on twitter, it is a hashtag that details your company’s history of this kind.

Thank you for contracting your supposed 21 working day process into a 7 day one. At least for once, an ordinary Nigerian is getting a privilege reserved for the political class. That’s a first victory of many for me in this journey. Thank you

Japheth J Omojuwa

My Report at the Consumer Protection Council:

Going by the number of complaints I get from Nigerians about the treatment they get from companies, especially twitter rants about telcos offering data and call services, you’d expect the staff at the Consumer Protection Council to have their work cut out. Not so. The place is not anywhere near busy. I was there this morning to make a formal report of my Arik Air ipad issue and within minutes this was already done. I was well received by the staff and they were very helpful. I really hope more Nigerians will keep complaining in their rooms and make such complaints official. If for nothing at all, it helps to give historically bad companies away without qualms. Imagine if all the reports on Arik luggage issues were reported by the those who sent me emails, something would have changed. Let us see how my report goes.

#Arikwhereismyipad will make another bullish retun to twitter tomorrow. I am not stopping until justice is done.

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