Mango Airlines
Reviews and Complaints

- I paid and booked for 2 x tickets on Mango Airlines to Zanzibar

- The payment was made to Holiday Factory as part of a package.

- Holiday Factory has refunded the entire trip but not the flights when cancelled due to COVID

- I was issued vouchers for the flights that expire this year.

- I tried to relaim the money back from Bryte (Amex) Insurance for the tickets but this they say is only under company closure not business rescue and Mango needs to reimburse the money to the client.

- How do I get the money back from Mango given the product has been discontinued and no date provided meaning vouchers are deemed useless.

Good Day

We need HELP!

My Mom bought Mango return tickets to Durban in April for December 2021 via Travel Start, after she was retrenched beginning of last year.

The plan was to give her kids an Airplane experience, but “Thanks to Mango” that didn’t happen. She had to lend money & travel by Bus, to avoid forfeiting the Hotel money as well :(

I have booked x2 flight tickets (REUTURN) on the 9th of April 2021 for September 2021.

No one has even bothered to inform me of anything what Mango is going through this is absolutely disgusting to say the least!

Travel start keeps telling me they will only issue a voucher and i do NOT want a voucher i need a full refund so that i can book somewhere else!
Its also ridiculous that no one is even there to pick up a phone to find out what is happening, nor replying to emails.

The last update that i have received they states that MANGO is all up and running and there is nothing to stress about?

please assist with a REFUND ASAP.

Good day

We have been trying to contact Mango Airlines regarding a voucher that is expiring for 3 whole days now.
We have also emailed.
Please contact me on [protected].

NO ANSWER.

Disgruntled customer.
I have booked 2 Mango tickets from Durban to Cape town for the 26th of August 2021 via Travel start. Ref no TWJVLZ
My money has been take from Travel start and Mango and we have not yet been informed of the current financial difficulties Mango is facing, which i have learned via media, and the way forward for our flights are being ignored.
Travel start conveniently tells me to contact Mango and get answers. Mango has not responded to my email sent 30July 2021.
With the current status of the country people don't have money to waste on paying for another booking if Mango is in trouble, they need to sort their issues and make amends for the customers to be re-reimbursed or arrange other flights for them.
it is unprofessional to leave customers stranded and frustrating not to get correspondence with regards to the way forward.
Can i please get some assistance and feedback.
All my details will be picked up with the flight ref quoted above.

Hi. I have emailed Mango almost 2 weeks ago with regards to our flight 19 August. To date we have not received a call or email reply.. Attached is a follow up complaint. As im typing this, i have been waiting for mango to anwer their calls (47 mins and still waiting) no answer! Mango services are ridiculous. We as customers entrusted Mango to provide a service. I do not require a voucher as i dont need to be in JHB a different but the 19th.. I want a full refund as u will not be providing us with a services. MANGO is basically stealing from its customers should Mango not refund their customers with their full flight tickets purchased
Kindly advise the way forward URGENTLY

I booked a flight from Durban to CT 3 weeks ago for my mother in law for the 8 August 2021 mind you this is a long weekend hence the reason why I booked the flight early.On the 4th of August we get an sms to say the flight is cancelled.
When I called the call centre I was told I would get a voucher to use for a ticket later on however they cannot say when the flights will resume.
Firstly why advise us literally days before the actual flight that the flights are cancelled especially knowing it is a long weekend
Why must I be isssued with a voucher I want my money back and immediately as now I cannot get a flight as all flights are booked.
Mango has my money which I could have otherwise used for something else.

I would like my money back and not a voucher and further to this I donot have cash laying around that I could wait till their resume trading.

My flight from KZN to Cape Town on 12/07/2021 was missed, due to the riots and blockading of the highway to the airport. I tried to contact Mango Airlines Customer Service line… only to have every call attempt not answered at all. I needed to inform them that I wasn't able to even get to the airport because of the riots. I eventually gave up trying to call and eventually started emailing the airline from the 15th of July. With no reply from anyone until this evening of the 16/07/2021. My return flight is still booked and paid for for 20/07/2021.
Mango has responded by saying that they cannot assist me or refund me for my flight missed on the 12/07/2021 as I should've informed them latest 2hrs before the departure time and date. And that I only started sending correspondence from the 15/07/2021 via email. This is extremely unlawful and unfair on all accounts! I do want to still fly to Cape Town from KZN and return, but on a different date. From 20/07/2021 and return flight for 31/07/2021. I feel that their service has been extremely unprofessional and are robbing me of my ticket cost for the flight I missed on 12/07/2021… and the fact that no one answered my repeated attempts to call the call center and send emails during this week… I feel that it is only fair, that they allocate me new flight dates at no extra cost?! As this was out of my control? I ask that you would please assist me in making this happen and allow me to still go and see my 10yr old son in Cape Town? What Mango is doing is not fair at all?! And I am extremely hurt by this all! I am not well off and cannot just afford to loose money like this and have to book new tickets at my cost. They need to either please refund me in full?… or allow me to change my booking dates as I had originally requested?
Kind Regards
Mr Jarred Marx
[protected]
[protected]@gmail.com
ID no: [protected]

Morning.
Ref: SC [protected]
Martina Van Loggenberg .
We arranged meet and assist from OR Thambo to Cape Town for my sister because she suffered of a short time memory loss after a stroke. When the assistant took my sister from my brother in Joburg she had her black handbag with her Soney cell phone. I-pad. Blood pressure machine. Blood sugar testing machine (R2500) and Dr records from hospital with her. Bank card and Id book. Please the staff in Cape Town did not give her any assistance at all. She was wandering in the hall when a security lade got hold if her and bring her to the waiting hall where I was waiting for her. She hand nothing with her, no handbag or luggage. The security lade whent back and get her suitcase. I got hold of 2 guys from Mango who assisted us in going back to the plain to look for the bag and meds. They knew about the meet and assist that was arranged. They coud'nt find anything. So now I am not sure if the assistant in Joburg made sure she had her things with her. Martiena cannit remember 1 minute from the other. She is without her meds since last night night 18h30. If anything happen while you follow this up I WIIL HOLD MANGO responsible for her hospital bills because she do not have medical aid. Please come back to me as soon as possible. I will also contact my lawyer in the meantime. Thank you. Mary Ann Deysel. my nr. [protected]

I am bitterly disappointed with the gross misconduct and blatant actions in a public domain of a Mango airlines pilot called Captain Rodney Taylor.
This pilot brings the company's name into disrepute repeatedly by frequenting bars and getting intoxicated regularly before taking to skies to fly innocent civilians around. I find this behaviour extremely disturbing and a terrible image for Mango Airlines. If you would look at this pilots social media you would immediately see that he is a drunk and poor excuse of what a pilot should be.
My family will never fly with Mango Airlines again with someone like this at the stick.

Disgusting experience with Mango. They had delayed our flight 2 times on 28 April and eventually cancelled our flight 30 minutes before boarding and we were already at the airport ready to check in. This caused us to miss many appointments during the day and now left us stranded on the airport and the Mango office at Port Elizabeth airport was closed. No one offered any help or advise from mango and their phones just kept ringing without answer. We then had to book at the airport with British Airways to get home. Mango did not send any reason or apology for the flight that was cancelled at the last minute and have not even provided a solution or offered to refund us for the flight. after holding on the line for an hour and a half, I got through to a very rude agent to ask them why the flight has been delayed and she provided no details other than saying its for operational reasons. Needless to say that our original flight to PE was a nightmare as We pre-booked paid seats on the website when making the booking in January and we were not given our seats where again a very rude agent told us "Sorry. the flight is full". They assigned seats at random. We did not even sit together, we were given two different seats. Disgusting Airline and the most unprofessional people it has ever been my misfortune to deal with. It has now been 2 months since I requested a refund and they keep ignoring my emails and every time I call, I am told to send an email. They are dodging me and simply refuse to respond to my refund request

I'm very disappointed in your service I've booked the flight for 24 April @17:10 and this morning got sms that Say my flight was rescheduled for 20:50 I've tried to call the call center for an hour with no success. I've send email but who ever responded did not help me. Are u really experting us to call your agent even though u are the one who changed our flight and u know exactly how difficult it is to get hold of u

Hello,

I have called Mango Airlines and spoke some Wandile who was absolutely rude and no care attitude with regards to my request for a refund on tickets booked well in advance for April 2021 and due to the current lockdown and Covid rise in infections we have decided to cancel the trip until we as a country see a decline in infections as well as make our trip a better and safer enjoyable one. All I want is a refund and see below CPA act which is not being upheld by the airlines.

Ref: TNFLNP, booking made via travels tart.

Sections 17 and 47 of the CPA regulates on voluntary cancellations by a consumer as well as cancellations arising out of the inability of a supplier to provide a service, either due to their own fault or circumstances that are outside of their control. The declaration of a State of national disaster forced both consumers and suppliers, to cancel advance bookings and reservations due to the travel bans and restrictions on gatherings. It is therefore common cause that, in most cases, none of the parties are at fault where a cancellation must be processed.

As per Section 17 of the CPA suppliers can charge a reservation deposit and a reasonable cancellation fee should a consumer cancel prematurely. However section 17(5) provides that "17 (5) A supplier may not impose any cancellation fee in respect of a booking, reservation or order if the consumer is unable to honour the booking, reservation or order because of the death or hospitalisation of the person for whom, or for whose benefit the booking, reservation or order was made". It is therefore clear in the above section "that consumers are not to be penalised for a cancellation that is due to illness or death". It is the interpretation of the CGSO, based on the intention behind section 17(5) of the CPA, that consumers are entitled to full refunds when they cancel due to the travel bans and restrictions on gatherings.

Please help me. I just want a refund.

Yesterday (28/12/2020) around 3pm, I tried booking a flight, whilst processing the payment on the site, it kicked me out and displayed a system error message; "an error occurred please try again". When I tried again, I was able to make the booking and the booking was successfully done. However, Mango deducted double - both flights (including the flight before displaying system error).

I went to the Mango guest service at the CPT Int. Airport, the consultant cancelled the first booking and asked that I call your refunds department today(29/12/2020). Now, I have been trying to get hold of the refunds department since 9am this morning to no avail. All I have been getting is; "Thank you for your patience - your call will be attended to shortly" - SINCE 9am and now it's after 11am...

The Tickets' reference are as follows:
1. TQQGHL (Which the consultant at the CPT Int. Airport Cancelled)
2. TQQGLZ

I had booked flights in April this year with Mango airlines and due to lockdown rules, I was not able to fly. I received vouchers from them, however I have lost my job and am unable to feed my children right now. I have called and emailed numerous times and it has been a mission getting through to them. I have finally spoke to a very brash lady at refunds who said there's nothing she can do but I can speak to customer care to see if they can help me. She did not let me finish my sentences, and blindly transferred me while I was still speaking to her. I cannot believe that I was pleading with her for help and was not even a little rude, yet she responded like she did. Customer care is saying that only refunds can help. It's Christmas next week and I can't even afford to feed my family. Please help. This is a situation beyond my control (and I understand Mango's too.

My booking reference numbers are: THFVRC and THFSWX.

Sections 17 and 47 of the CPA regulates on voluntary cancellations by a consumer as well as cancellations arising out of the inability of a supplier to provide a service, either due to their own fault or circumstances that are outside of their control. The declaration of a State of national disaster forced both consumers and suppliers, to cancel advance bookings and reservations due to the travel bans and restrictions on gatherings. It is therefore common cause that, in most cases, none of the parties are at fault where a cancellation must be processed.

As per Section 17 of the CPA suppliers can charge a reservation deposit and a reasonable cancellation fee should a consumer cancel prematurely. However section 17(5) provides that "17 (5) A supplier may not impose any cancellation fee in respect of a booking, reservation or order if the consumer is unable to honour the booking, reservation or order because of the death or hospitalisation of the person for whom, or for whose benefit the booking, reservation or order was made". It is therefore clear in the above section "that consumers are not to be penalised for a cancellation that is due to illness or death". It is the interpretation of the CGSO, based on the intention behind section 17(5) of the CPA, that consumers are entitled to full refunds when they cancel due to the travel bans and restrictions on gatherings.

Please help me. I just want a refund.

I Sagren Pillay travelled from King Shaka International to O R Tambo on flight JE252 departed at 1.20pm. My cologne of INVICTUS which cost over a R1000 was stolen from my luggage and I was left with an empty box. This is totally unacceptable behavior from the staff who we intrust with our bags. Please let me know how this cologne will be replaced as I will be like to use Mango airline to travel again. Please can someone contact me [protected].

Thanks
Sagren PIllay

I booked 5 flights to pe in september for a 90th birthday suprise celebration on the 16th october. On the 11 october mango canceled all the flights - they dont fly those days anymore. I called and they finaly answered confirmed that they will refund - cash - not voucher - I asked. Unfortunately I was not in the finacial possition to buy 5 new tickets so I resheduled the children to fly in on the friday evening (this was now on the day of the birthday and they missed the lunch suprise) they only had the choice of flying back home on the sunday at lunch time so spent r6000 on just 48hours. I however with my younger son agreed to the cash refund and rebooked a flight with a different airline paying r4000 for 2 tickets. Then the fight began. For 1 month nobody bothered to reply to the refund request until I took to facebook. Then I finaly got a answer refusing a refund and only offering a voucher - non negotiable even though thier own terms and conditions satate a refund if they cancel. So backed into a spot and wanting to use the voucher towards the christmas vist to pe I accepted. Now another month later and I am still waiting for the voucher. I email daily and no reply. The flights are now full and I no longer are able to travel due to the covid hot spot. So mango you have ruined not only a sweet hard working old mans 90th birthday but the opertunity to see him for what may be the last christmas. I wait in anticipation for a reply... Have now taken to posting in every spot I can hoping for a contact

In February I booked flights for myself and Mrs Lorinda King to travel JNB to Durban 19th march returning 23rd march 2020 for a family celebration.

Mango Airlines cancelled the flights due to Covid 19 lockdown and issued us each with vouchers but we live in the UK.
I have sent emails requesting a refund and finally received a response 13/9/20 with the following text:

Only the following will qualify for a refund:

• Guests who are 65 years of age and older.
• Hospitalised.
• Deceased.

Further the above, it is with regret that it will not qualify for a refund.

If you do qualify, please send an email to mangorefunds@flymango.com

*we are both over 65 years old and entitled to a refund*

This is our booking detail:
17 Feb 20 14 Feb 20 MANGO AIR JOHANNESBURG ZA 183.18 3, 536.00 ZAR@19.3034 Visa Exchange Rate 17 Feb 20 17 Feb 20 NON-STERLING TRANSACTION FEE 5.48

* Booking Reference Number TGXWPY
* Guest Full Name (as appears in booking) Penny Elliott and Lorinda King
* Date of Birth 22/12/1948 and 30/1/1943
* Contact Number +[protected]
* Email Address [protected]@pennyelliott.co.uk

Further emails have not received a response. They do not answer the telephone.
I require a refund of ZAR3536.00

I was on flight JE 817 on 19/11/20. Shocking to see that the cabin crew did nothing to ensure the wearing of masks. Many passengers removed their masks after take-off and only after a request by me that the 2 passengers seated in front of me must wear masks, did the one lady request the gentlemen to wear their masks. This was never followed up and they subsequently removed it again. I requested to be moved to the back where there were unoccupied seats. My requests were initially declined on the basis of "those seats are for passengers who have covid". I expressed my horror that we were on a flight where there were known COVID infected passengers! Obviously rubbish! I challenged this idea but no explanation was given. I was told that I could move.
To not wear masks in a public space is a criminal offense and Mango is oblivious to this or support criminal behavior!

I have been trying for more than two weeks to contact mango medical to arrange wheelchairs for my wife and myself.
Hours have been soent hanging on and no contact has been possible.
Contact was made on the 11/11/2020 requesting the forms but to date no reply.
This is the last time I will ever fly mango and I will make sure that my freinds and family do not go through the same hoops.
H b record