Mango Airlines
Reviews and Complaints

To whom it may concern

RE: Complaints Department

I was traveling to Durban, KwaZulu Natal on the 15 May 2018 at 3pm. I am currently 26 weeks pregnant and have always chosen mango due to the affordability and excellent service received.

Sadly this will be my last Mango flight that I will take and will in future opt for other airlines due to the absolutely terrible service I received upon boarding the flight and during the flight.

As I have mentioned above, I am 26 weeks pregnant, one would like to believe that upon seeing a pregnant woman carrying bags a staff from mango would offer assistance, right? WRONG! When waking to the boarding gate A9, already our of breath not one mango officer asked if I needed assistance. On approaching the aeroplane I was sitting in row 29, and would have to walk down to the back of the airport doors to reach my seat. Again not one mango officer offered help. Already gasping for air and struggling to breath, I walked down the stairs with my handbag and hand luggage, at the bottom of the stairs stood yet another mango official, did she ask me if I needed assistance. ABSOLUTELY NOT! As I carried on approaching yet another set of stairs, this time going up, having passed yet another mango official on the grounds, again not asked if I need help. I struggled to make my way up the stairs to the back of the plane. Finally making my way up, I was completely out of breath and boiling hot. I had approached the flight attendent, and her name was Jamie.
I had asked her to PLEASE HELP ME WITH MY BAG AS IT IS HEAVY, I'M PREGNANT AND TRYING TO CATCH MY BREATH. Instead of immediately taking my hand luggage which was hanging from my shoulder, she wouldn't even offer any help but instead first asked how many weeks I am. After replying 26 weeks, I asked again please can you help me with my bag to my seat, and she said I will have to take it and keep it with me and she will see if she can maybe find a space for me. Already furious and amazed by how she wouldn't help a pregnant woman! I dragged myself along to my seat.

I was completely out of breath, hot and furious that a flight attendent who is meant to help you wouldn't help even carry my bag. I push it under my seat and waited for her to come.

I had called my husband to inform him that I arrived safely in the flight and burst into tears. I was so overwhelmed and couldn't understand how not ONE mango staff member offered to help me but just watched as I carried my heavy luggage.

Jamie had eventually come to take my bag, after awhile she had said that I will have to keep it under my seat. She saw that I was currently on the phone and was completely oblivious to this and continued to talk to me. I had told her can't she please find a space for me, I'm pregnant and there will be no space for me to stretch my legs for circulation. She again said no. I then asked if she could just keep it at the back or front for me for a little while so that I can just stretch my legs. Again she said No. So I was so upset and asked why won't she help me?! She got upset and said it's protocol I will just have to keep my own bag and that's it. I asked why is she being so rude, and she replied "DO YOU HAVE A PROBLEM?" I said no I don't but it's terrible that you are so rude, from the beginning when I asked her to halo me with my bag to my seat she wouldn't do that. She had walked away and I could hear her from the back of the plane complaining to colleagues about me. Of course myself and the rest of the passengers at the back could hear her complaing about me. HOW ABSOLUTELY UNPROFESSIONAL. I am flabbergasted, but I did not know mango trains their staff to treat paying passengers in this manner. She had complained to her senior and the senior approached me saying that it is mango protocol that they cannot keep passengers hand luggage at the back, which I understand. But I had explained to the senior that from the time I entered the plane Jamie was resistant to help me, even after I begged her and was completely out of breath. She was rude in her approach and shouted at me in front of all the passengers. She could have told me in a nicer manner that she couldn't keep my luggage at the back or that she would try and squeeze it in somewhere. Instead told me that I should just keep my own things and that's it. She is extremely rude and unprofessional. I am disgusted in the way she treated me and spoke to me.
Even her senior had agreed with me that Jamie was wrong in her aprroach towards me and shouldn't have spoken to me in that manner. Jamie hadn't even offered an apology to me. Do we live in a world where no assistance is offered to pregnant woman, or is it only Mango who allows this?

I travel with mango more than 10 times a year, up and down between Cape Town and Durban. I know the route from the back of my head and am very familiar with many staff members. But this was it! I have never been more humiliated and dissaponted with an airline company.

Mango definitely needs to teach their staff etiquette and how to approach passengers and in particular pregnant passengers. I specifically choose Mango each and everytime, but never again will I make this mistake again.

I expect an response from mango regarding the flight attendents of this flight. I will never recommend mango to any friends, family or colleagues in the future. It is possible the worse airline in my opinion and I would never suggest a pregnant woman, mother or anyone traveling with kids to travel with mango.

Once again, I expect a RESPONSE ASAP.

Utterly dissaponted passenger.

Mrs N Shabodien

Good day,

I am appalled and disappointed at the service my parents received at OR Thank on Wednesday 9.5.2018

I made their booking to fly from King Shaka to OR on Wednesday and fly back the same afternoon. They received awesome service at the King Shaka airport, but at OR it was a disgrace.

Yes they were late for the flight back to KS but realized it was their fault. The service after that to try and get re_booked on a next flight was shocking considering that they are over 70 years of age and acknowledged they were at fault. They ended up booking a flight with British Airways who were awesome and compassionate with their dilemma. The same can not be said about Mango.

I work in a bank and we are drilled about customer service and putting your client first and listening to what they are asking. Mango staff have no clue what client service is about.

You can keep the money they lost on the air tickets. If you are so desperate about money, as you fall back on your terms and conditions that only take care of Mango and not it's clients. We will continue flying with your airline despite this terrible service. I just wanted you to know that you can't build your empire on robbing the poor and elderly.

They also did not receive the 10% discount for flying on a Wednesday as you advertise.

May you all have a lovely day.

Kind regards.

Riana Viljoen
(I booked the tickets for them on my credit card as they don't have one)

STILL NO RESPONSE VIA EMAIL, NO COMMUNICATION RECEIVED. IS THEIR POLICY NOT 48 Hours?!

Dear Mango/To whom this may concern

I would like to place a complaint, on the 2nd of May my husband and I originally had our flights booked, Flight: JE369.

On that day we were hours away from Kwazulu-Natal stuck in hours of traffic, in urgent need to change our flights. Immediately, I went onto my Mango App to try to change our flights and the website would not allow me to, the page would not load neither on my husband's phone or mine. Next, I opened up the laptop and hot spotted my phone, I logged onto the website - my flight was present but the option to change my flight was blurred out and not available. On the other hand, my husband's flight was not coming up at all, it said invalid flight and this flight could not be found - after we had checked in online the previous night. How is that possible? It did not allow us to change our flight nor did it even display he's flight at all. It is obvious that we now began to worry as to why our flights are not displaying as we also have responsibilities to attend to and not to mention is was a work day/week that we had to get back to.

I tried calling the call centre from about 10am onwards, sitting on hold for over 30minutes at a time. Finally, at 2pm I get a hold of a gentlemen who was absolutely no help whatsoever, he stated that we have to pay more than our actual flights to change our flights which is absolute nonsense as it was not our fault and initially, Mango should change our tickets for free as we have notified them before the time, the situation was out of our hands. Whilst on the call, it got cut. I tried calling back again and sat on hold for about 24mins, the gentlemen did not call back, nothing.

We had to rush straight to the airport without having anything on hand, we went straight to Mango Guest Care desk at King Shaka Airport, asked to speak to a supervisor on duty. Clement the supervisor on duty assisted us, whilst pleading our case, he notifies us that our flight: JE369 was delayed!? How could that be when we had not received any sms's, emails or any sort of communication from Mango notify us about the delay or we would not have missed our flight! That was the only flight flying out for the day, what were we supposed to do being put in this predicament. We were at the airport with no luggage, nothing at all but ourselves because we had to rush over. If Mango has technical difficulties with their sites etc. the courteous thing to do would be to notify clients. This is not the first time, on Clement was very understanding and fully aware of the events that had taken place, apologising for the inconvenience and advised us to log a complaint. The end result lead to us having to pay for entirely new flights for the next day as there was no other flights leaving King Shaka Airport, the 17:10 flight was the last flight out for the day. This adds unnecessary additional costs, having to book our car and accommodation for another night.

Arriving at Cape Town International Airport, thinking that all the distress was over, when I collected my luggage. It had seemed as if it was tampered with, the bag was opened on the sides. You could fit your hand inside, that's how big the opening were. Immediately, we went to Mango baggage assistance to open a case. The suitcase is in horrid condition, I'm not sure if it was mishandled.

Mango staff, I am so dishearten with the entire situation and the horrendous service received. I am disappointed as we always fly with Mango and my husband and I are frequent flyers, How are we going to resolve this dispute, How are you going to compensate us for this tiresomeness problem. I look forward to your reply and a resolution to my problem. Thank You

Attached are our flight details

Kind Regards

I was in the line to check in for my flight yesterday afternoon as the line was long and all check in points were busy I had to wait my turn. I requested to speak to the manager then was directed to Khalipa Tasana at King Shaka airport. This lady had absolutely no interest in helping us board the plane even with no luggage she wasted time and the plane left 45 minutes later. This did not just happen to me as I was in line behind a family of 6 that was also not allowed to board the plane. Kulula on the other hand had offered to help their client board a plane without luggage I cannot understand why Mango has such staff that have no interest. I do not understand how a person who doesn't care about customers holds such a position. I was referred to guest services were I got no help as this same lady is in charge there too. Four other people came to guest services a few minutes later and was also not helped. This lady announced incorrectly and instead of saying Durban to Lanseria Airport when she was closing the boarding time she announced Durban to Johannesburg and there were so many of us that thought this announcement was meant for OR Tambo Airport and stood in the line waiting to be assisted. This is unacceptable and caused a few families the inconvenience of booking other flights. One family had to take a bus to Johannesburg because they did not have R9000 for another flight. Mango needs to take accountability for such circumstances as we were all not late we were awaiting assistance in the check in line.

My complaint is that from the 3rd April I have been waiting for a customer service to contact me. I waited for an hr to get through on the phone and then sent a message via Facebook. I received a reply saying that the customer service would contact me the next day. I have messaged daily and get replies daily asking me to be patient customer service will cont at me. This is since 3rd April 2018 today is the 8th May 2018. The refund is for a flight that was delayed 3 hrs in February. Does anyone at Mango know what's going on? Does anyone actually care about customer service?!

Good morning

I would like to bring to your attention my dissatisfaction with your airline.

I travelled with British Airways from Heathrow to Johannesburg on the
18th April 2018. On embarking with British Airways I was advised that
my luggage weight should be 23kgs only to find that I was 2kgs
overweight.

On arrival in Johannesburg I was advised by one of your staff at the
terminal, that I was only allowed 20kgs. I find this totally
unacceptable and must make mention that I am a frequent flyer using
our local Cemair as well as yourself and Kulula and Safair from time
to time.

I flew from Margate to Johannesburg at the end of March to board the
British Airways flight to Heathrow. Cemair allowed me to take an
extra 10kgs if I could present them with the itinerary for my pending
UK trip. This was done and I was not liable for any additional
baggage charges.

I cant understand how you charge extra for luggage that is acceptable
for overseas travel especially if the customer is using your carrier
to board another flight or alternatively using your carrier to its
final destination.

Please take this up with the executives to try to rectify this issue
as Im sure a lot of potential customers will look elsewhere for
flights that accommodate their specific needs, including luggage
issues.

Kind Regards
Denise de Witt

To whom it may concern

On 28 April my daughter "missed" her flight from Durban to Johannesburg.

She was there an hour ahead of booking, stood in line behind a soccer team and waited a very long time in line to check in for her flight which only let 15H45. She got to the check in desk at 15H30 only to have the attendant tell her she has missed her flight. When she tried to explain that she needed to get on the flight because I am sick and she needs to get to me urgently and was not late as yet the attendant told her they did not care? My daughter is only 18 years old...

Ticket number: tkt-[protected]

The attendant got rude and would not help her at all.
I am in Jhb and my daughter was stuck at the airport in Durban, I must admit I completely panicked and being sick did not take very well to this whole situation.

My daughter was told to buy a ticket for the next day.
I phoned the department manager at the airport and no help was given.
I was told that my daughter was lying and that she was not on time.

Its about then that I completely lost my temper as it was still only 15H30 and still I was told that my daughter is late. I said some things out of pure anger and before I could even finish my screaming the phone cut out... I do apologise for this as I should not have lost my temper like that.

Needless to say my I got my parents to fetch my daughter after having to purchase a new ticket for the next day which had no information on the ticket. no departure time no arrival time or seat number. I have photos should you require them.

Ticket number: tkt-[protected]
1A LOC-VHTYXG
Tinica Randall

I had to look online to see when her new flight was booked for. I find this just as unacceptable.

Upon arrival the next morning the new attendant apologised for the happenings the previous day and gave her a R 70 voucher...

She was so scared of missing her flight she was at the airport at 4am in the morning.

I do not feel that any of this was fair treatment. I lost a lot of money I honestly do not have.

Please advise on who I need to deal with to claim my money back.

Kindly let me know what information is needed to claim.

I await your reply.

Kind regards

Nathalie Theron

Flight JE538 from Port Elizabeth to Johannesburg is delayed for 6 hours. The only reason I booked this flight was because it was set to board at 2 pm and now they say that we can only board at 8pm. Due to this delay, I will have to arrange alternative transport arrangements and will have to pay for a reservation that I can't make. Really not impressed with their service.

Flight to Cape Town JE701 delayed for 2 HOURS! ONLY EXPLANATION IS OPPERATIONAL! No plan to get a new aircrafts...in 2 hours time something could have been arrange or done...this creates huge problems for me as I had to be in Cape Town by 09:30. That is why I booked the early flight. And then they try to make is ok by giving a meal voucher as if tgat is going to get me in Cape town.
The last two flights I have been on with Mango has been delayed for some reason!
Poor poor service

Yesterday while trying to book flights to Durban. We could not find a flight Lanseria to Durban that suited us with Mango. So instead we choose to fly with Kulula to Durban and Mango from Durban to Lanseria. We had to be sure that both flights were available simulaniously. I used my computer and my partner his.in the time that it took to book on both airlines Mango's price for the ticket went up twice. The first time by R80 and the second time by R23. This is sheer profiteering and I find this totally unacceptable to the consumer and clearly we are not a valued customers.
To this end I will never support Mango Airlines again.

21 April 2018 - Mrs D Wain - On flight JE534 from Port Elizabeth to OR Tambo, the flight was delayed in Port Elizabeth for approx. 40min. My seat Number was 2F baggage ticket 0472JE849776. On arrival at OR Tambo my case was one of the last to come out on the belt. When I got home I found the cable tie had been cut off and by my bag turned upside down inside. The Toilet bags had been opened, but the only thing taken was my cell phone, Samsung Galaxy. I immediately phoned your customer care number and reported the situation, baggage claim J18081, they said they would call me back, but have not heard from Mango.

Ref: JE 348
Date: 30/03/2018
Departure: Cape Town-Durban

In February 2018 I had booked a Mango flight form Cape Town to Durban for the 30th of March 2018, for my son who was coming from Stellenbosch University to visit us for the Easter holidays. On Friday the 30th, my son was supposed to leave Cape Town at 11:40 and arrive in Durban at 13:40. When he got to the airport, he was told that the flight have been overbooked and was put on the 15:00 flight and only got home after 18:00hrs. I had initially paid a higher than normal fare for the flight so that my son could attend a Mass service(AS CATHOLICS), which takes place at 3Pm worldwide, which is an approximate time that Jesus was crucified, which my son could not attend. On top of that my son participate in Alter serving in our church and missed that and caused an inconvenience as a replacement had to be found. The only thing my son got was a R60 meal voucher, as if he can't afford to buy his own meal. My son was not given an option if he want to stay behind and asked if he was in a hurry.

I think it's only fair that Mango compensate my son with a free return trip to Durban for future travel. Myself and my husband we travel to and from Canada, and if a flight is overbooked, people that are left behind and not in a hurry get offered future travel vouchers. My son's flight delay caused an inconvenience and he missed on participation of our holy day.

I am horrified with the chaotic scene this afternoon at OR Tambo International when we had pre-ordered a wheelchair for my 75 year old mother. She was made to stand for over 45 minutes while we ran from queue to queue - we asked for assistance. I asked to see the Manager and I was told that she was sitting at the back! She was nowhere to be found and could not be bothered to help. I personally went to guest services to ask if we could have a wheelchair while we waited and I was sent back to the queue and asked to wait until I got to the check in desk. Needless to say, the only person who helped was Rejoice - who went the extra mile to help. BUT the comedy continued when Gay who put my mother in the wheelchair said it was not her job to push. Mokgale arrived slowly saying she is new and doesn't know what to do! We waited... we are now at the Boarding gates after a full 45minutes of toing and froing- is this the norm?

JE408 from Cape Town to Bloemfontein on 29 March 2018
Boarding time supposed to be 11:15

Received sms that flight is delayed until 13:05.

Standing in the line to board now and still waiting. It is 13:30 and no one communicated that there is another delay.

Very bad commmunication from Mango for not letting passengers know why the flight is delayed for a second time.

Flight JE 408 from Cape Town to Bloemfontein on 29/03/2018 @ 11:44.
The flight was delayed with a hour and a half, on request to "go to the gate" a further waiting period of about a hour elapsed with the explanation being that we are waiting for a flight deck.
This is unacceptable as we as passengers have appointments to keep and responsibilities to attend to.
I am utterly disappointed in the way this situation is being handled, this is the worst service I have ever received from mango airlines.

How do we know if this is really mango or not. We do all the steps and then when you presa clain tickets the page goes blank. If this is false advertising it really bad for you company.. Is their nothing you can do about it. Thany you. Wil wait then for your reply. I really dont have anything els to say. Hope you can sort this out. Finesse [protected]

Good day

I am extremely unhappy about my experience with Mango today.

We are travelers and always take our drone with us to take pictures. One of these trips was also with Mango to Zanzibar in 2016.

Today when booking in for our flight to Zanzibar we were told that drones are not allowed.
If Mango changed there rules regarding drones, why is it not communicated on their website or with the clients when bookings are made?

I read through all the detail on the website on what is not allowed on a plane and nowhere does it state that drowns are not allowed.

This now cost us R700 for save storage at the airport. I feel that Mango should refund this amount due to bad communication in this regard!

I will think twice before booking with Mango airlines again!

On the 2nd of March I had to book an urgent flight to Durban from Johannesburg. My father was admitted in the ICU. My first flight to Durban JE265 was delayed with an hour and 30 minutes. Due to this delay I had missed the opportunity to see my father in ICU. You have made a bad situation even worse.

My return flight to Johannesburg JE288 on the 5th was also delayed with an hour and 27 minutes. Causing even more stress. After arriving late in Johannesburg, I still had to travel to Pretoria, and start work the next morning at 06h00.

With both delays no proper explanation was given. This has been two bad experiences in three days, and I feel that this is totally unacceptable from an airline that claims to be professional and gets their people there on time.

Mrs. Helena Aucamp
[protected] / [protected]

One very unhappy customer

On the 1st of March 2018 we booked a flight from Johannesburg to Durban (REV ZA03730106) with out any warning our flight was delayed for more than two hours and all that they say that they had to help the SAA clients so all the arrangements that I have made for the pick up in Durban was for nothing and we had to pay double for the next shuttle and it was not even our fault the whole day was a waste because we only arrived at Uvongo at 18:30 instead of 12:00 so I am very disappointed with the services we got from them and not even one apology or nothing they do not care nothing and I will go out of my way to tell every one I know about this bad service we got from them.

On thursday 1 march 2018, my trip to durban was delayed by 5 hours.
No apology, no remorse, no care at all!

It seems that flymango management gives a damm about you the customer!

They provide a number for 'a voucher' to reimburse that has now been cancelled...
0861162646, ceases to exist.

Change you management!
Donot fly below the radar with customer service, your loss and reputation does not matter to you?