Mango Airlines
Reviews and Complaints

We traveled from OR Thambo airport to King Shaka Durban. When receiving our one suitcase the handle was broken. We went to customer service to complain. The guy told us we can't complete a complain form as they don't take responsibility for damages. This was a new suitcase and our first flight. What a bad experience as nobody care about your stuff.
I'm very dissapointed. Regards Mrs G Cook [protected]

I traveled to Jhb from Cape Town on Friday 16 February 2018. On collecting my bag, I immediately saw that my bag is zipped open and the fitted lock is totally broken. It was evident from my bag, that it was searched and obvious this was malicious of nature.

On reporting this I was handed a pica of paper stating that any damage caused due to handling of the bags "is not their problem"...wow! ...and the exact act of theft, they are also distancing themselves from it.

The piece of paper clearly states that they will assist with the repair of the bag and if not that they will then replace the bag with a similar one as close to it.

Needless to say that I was arrogantly told they apologize for what happened however they will not replace the bag. 2nd time I contested this, the reply was the same with NO effort to repair the bag, it is my problem.

So they are actually support theft and break in of bags as they step away from their responsibility to protect your belonging. They protect the self and in case a customer complain, which you can do, however nothing will come from it.

I now have to wrap my bag every time I fly at a cost currently of R80 a wrap.

Absolutely unacceptable how they treat customers needless to say that what they did not know is that I travel often and due to the nature of my work in the project field, so does the 98 Project Implementation Specialist. We will not be using Mango going forward.

Hi Team,

Me and husband took the return flight on Sunday from Cape Town to Johannesburg. Flight number JE 148.

All our bags were checked in. When I unpacked my bags in the house I find someone else clothes in my bag. Lots of our stuff is missing as well. I fail to understand that when the bags were checked in front of us and taken from the carousel the moment they came, how can someone open our bags.

This is a huge risk to the passengers. It means that our stuff is not safe at all. How can someone open the bags and keep and remove the stuff.

Please reply.

Regards,
Neha
Email : [protected]@gmail.com

My reference number QJSQRY

I taught that Mango was a good airline and uses good governance to run the airline.

On 27 January 2018, my flight was delayed by 8 hours which has cause me a great inconvenienced. My stay was cut by 8 hours which is unfair and not in line with Good Governance practice which is indicated in Annual Report.

On 20 January 2018, I booked a flight departing on 27 January 2018 from Lenseria to Durban leaving at 7.55 am in the morning and would reach at 9.05 am and the flight would return the following day at 13.30 in the afternoon

On the 27 January 2018, I woke up 5.00 am and left my premises at 5.45 and reached Lenseria Airport at 6 45 am.

I went to the boarding area and was told that I could not board the flight as there was no seat available, which I could not understand.

I was then directed to the customer counter. The Mango staff informed me that the flight was not available and could only get a flight at 14.45pm. I pleaded with them and was informed that the only flight available is 14.45 pm. As I was desperate and had no option but had to be in Durban I took a flight at 14.45 pm which Mango assisted me with Kalula.

The Mango staff member gave me a voucher of R60.00 to buy breakfast. The amount was so little as the Restaurant charges a lot more than R60.00 for decent breakfast. I was not given a lunch voucher.

I would like Mango to give an amount or a ticket for the inconvenienced. What is sad is that If I as a Passenger did not comply with the procedures of Airline I would be penalized.

Kindly note the I am rather disappointed with Mango Airlines and ACSA. Reference QHWMSL.

I flew from OR Tambo Airport on Saturday, 20 January 2018 on flight JE 276 to Durban.

When I arrived in Durban, I found my lock on my bag had been broken. The zip lock was also broken. The contents of my were all rummaged and mixed up. All the individual packets in my bag were torn. My vanity was literally left open with all the contents exposed. My GHD hair straightener was stolen. I had a bed pump in a packet in the bag—which was stolen and the cords all strewn in my bag.

Kindly note that this bitter taste.

Please investigate and discipline all involved with the handling of bags.

On the 16 December 2017, I was supposed to have been on flight JE525 at 8.15 am, from Johannesburg to Port Elizabeth. I paid R1995.57 for this flight, which I booked and paid for in October 2017. This was to be my final flight home, after having taken three prior flights, en route from Kazakhstan. My Emirates flight from Dubai to Johannesburg was supposed to have left Dubai at 23.25 pm, to arrive in Johannesburg at 5.35 am, which would give me sufficient time to collect baggage and re check in with Mango. However, the flight from Dubai was delayed by two hours due to a technical problem with the plane, and as a result, we only arrived at 7.35 am on 16 December. I missed my Mango flight. I went straight to the Mango kiosk, explaining my situation. The consultant told me she could put me on standby for the next flight, but there would be no refund or voucher for a flight at a later date. There was a whole line of people waiting for the standby flight, and I was told that I could then come back the next day to try again. I was also told that given that this was the holiday period, and all flights were fully booked for the following days, there may be no guarantee for me to get on as a standby anyway.
At this point, I was tired and frustrated after 3 previous flights, and I just wanted to get home. So, I booked another flight with British Airways for 2 pm and went home.
I have travelled with Mango using these times on previous occasions, and I have never had a problem with missing my flight. As there was a three hour gap between flights, and I had no idea about the Emirates delay, this was not my fault, and I feel highly upset that Mango could not accommodate me at all, other than me having to wait for a standby flight.

Why can't Mango give the client a voucher to take a flight at a later date? Also, why do clients who have already paid an enormous amount of money for a flight, have to pay in extra, once they have secured a standby seat? I was told that should I secure a seat as a standby, I would have to pay in R1200! Daylight robbery in my opinion.

Mango did not accommodate me, or try to accommodate me in any way with this flight, and I will be very hesitant to travel with them in the future.

On the 16 the of January I was scheduled to fly at 17:00 to Johannesburg. My boyfriend went to the mango offices at the airport in Jo'burg and tried to get me on the 11:00 flight he paid for the change and was assured I would be on that flight. When I went to check in no flight change had been updated on the system and I was told I could not board the plane. The exact same thing happened with the 15:10 flight. He was assured I would be on the flight but when I went to check in, in Cape town it was a different service. Horrible customer service !

On the 22nd December 2017 JE 548
From Port Elizabeth to Johannesburg, myself and my two young children were booked for the 18:40 departure flight.
Our flight only left at 22:45 that evening and it was an inconvenience not only for me a mother flying alone with two children that late in the evening but also for the family we went to visit who had to collect us at the airport. We arrived at my sisters house at 2am in the morning.

My daughter 13y was flying from Cape Town to Durban and back as a meet and assist passenger. Everything went fine on the way to Durban on the 27th of December flight JE342 Mango.
Nevertheless on the way back 2 of January flight JE339 Mango, my daughter did not get any assistance to get on the plane. Fortunately she did not panick, asked around and managed to get on to the right plane. At the boarding place the hostess were surprise to see her unassisted and proposed their assistance for the rest of the trip.
Our daughter arrived safely but it was a stressful situation for us, parents, and for our daughter.
Please improve your service.
Regards
Florence Malle

I flew from George to Johannesburg yesterday, 1 January 2018. Upon arriving home, I discovered that my luggage had been opened, my perfume box opened, the perfume bottle removed and stolen, the empty torn box put back into my bag and the luggage zipped closed again.

Not only is theft a disgusting and unacceptable act for a human being to commit in general, it is also a dismissable offence! People lose there jobs for acts like this every day. And should certainly do so in an industry and profession where people are expected to handle and safeguard other peoples belongings. To think they can just rummage through these PERSONAL belongings to help themselves to whatever they please is despicable!

Secondly, theft is a criminal offence! I certainly do not want to support a company which hires and employs criminals! Customers have no choice but to entrust the staff of the airline with their personal belongings. This trust is abused when we can't even fly for 1 and a half hours without worrying about our property being taken. This is appalling. I am shocked and infuriated by this. And will certainly not be using Mango again.

That being said. It may not have even been a Mango staff member who physically committed the theft. However, I can confidently say that of all the flights I've taken (which are many), this is the first time I have had this experience. And Mango, being the service provider I expected and PAID to safeguard my belongings, is the one I am holding accountable!

Thanks

Good day.

I prefer flying Mango due to the spaciousness of the seats, but in the last two weeks (after flying for almost 5years from JHB to CT and return) the delay times have made my experience not enjoyable.
Regarding the following flights: Flight JE182 (21h45, 10 Dec 2017),
I only left CT at 1am, 11 Dec 2017, and arrived in JHB at 3am and still had a 2hr drive in a storm to Witbank;
Flight JE151, 22 Dec 2017 at 16 h45, was delayed to 18h15, but was still on the runway at 18H55. We were seated in the plane for 55 min and the heat was terrible, kids were screaming, not a single beverage like water was offered on the plane and the pilot announcements were not clear with any updates on what we the cause of the delay.

I had to send my family home, who were supposed to collect my pregnant wife and from the airport. We were forced to take a cab.

My 75 year old mum recently flew from Durban to Capetown and back on flight JE 333 AND JE322 REF: QFKFHL. On arrival at Cape Town the new suitcase that i bought for her was missing a wheel with the side of it damaged and cracked. On return to Durban the suitcase was completely destroyed, my brother had to very gently carry it so that it didn't fall into pieces. My mum did advise that one of the stewards that assisted her informed her that she should go and log a complaint but being 75 and sickly she told him that she would ask me to do it. I have the suitcase with me and i will gladly bring it to the airport although i am 80km away. It would be greatly appreciated if the suitcase could be replaced or re reimbursed to purchase a new one.I am a frequent flyer and use numerous airlines throughout the world and this is the best practice. My mums name is Fatima Maharaj and she flew on the 5/12/2017 and returned on the 13/12/2017. Kindly contact me on [protected] or email me Unita.[protected]@absa.co.za.

On the 18th of December 2017, I was booked for the 14h05 Flight JE268, from Durban to OR Thambo JHB. Apparently Due to a faulty aircraft the flight was delayed and we ONLY left at 15h35. I did explained to the official informing us about the problem, that I have to be in JHB exactly at 16h40, as my 13 year old son, is coming from Sri Lanka via Abu Dhabi, and I am the only person to pick him up. She did not even take any notice of my problem, and said I must wait with ALL the other passengers. We landed in Johannesburg at 16h40, the very same time Etihad flight EY604 landed. I had to run to International Arrivals, and were very late and my poor under age son, was standing alone waiting for me, and did not have any communication from me and were so scared due to poor service delivery from Mango. He had NO idea who had to pick him up, as he was on a 10 day cricket tour. We were already on holiday in KZN, and I came back to pick him up. We had then a flight togehter back to Durban Mango JE267 at 19h40 (in both cases I made provision for additonal time, in case of delays for a few minutes). Our 19h40 flight was ONCE again delayed, and we board only at 21h00 in JHB. We were in Durban ONLY at 22h06, and my poor husband and my 10year old daughter, were waiting at King Shaka Airport since 13h00 that afternoon. This was the worse service delivery I ever had in ONE day with an Airline, and I will NEVER make use of this Airline in my whole life. I expect feedback and if I do not get proper feedback, in 3 working days, I will submit a complain with Hello Peter.com.
my contact nr: [protected] and email: [protected]@vodamail.co.za
Regards Ame (MJ) Huyser

Dear Mango, please refer to my emails below detailing everything about your shocking delays.

From: Muneeb Chohan [mailto:muneeb.[protected]@melomed.co.za]
Sent: Wednesday, 20 December 2017 7:53 PM
To: '[protected]@flymango.com'
Cc:
Subject: RE: Complaint

Dear Mango,

Please note that my flight is delayed AGAIN now. It was originally supposed to leave at 19:40. It was then delayed, whilst I was awaiting to board, to 20:30. It is now delayed till 21:10.

This causes more financial loss to myself, makes less time with my daughter, and definitely reaffirms my own, and I will ensure the company I work for, despondency and faith in your service and airline.

Muneeb

From: Muneeb Chohan [mailto:muneeb.[protected]@melomed.co.za]
Sent: Wednesday, 20 December 2017 7:42 PM
To: '[protected]@flymango.com'
Cc: 'nasreenchohan' ; Ahmed Chohan
Subject: RE: Complaint

Dear Mango,

On my flight out now I am delayed again by a further 45 minutes minimum. This is going to cost me even further. So effectively I travelled thrice in 24 hours hours with Mango and I am delayed by just under 5 hours. It has cost me R330 rand so far, less time with my daughter, a lack of sleep, a drive late at night, a further lack of time with my daughter, extra expense to potentially have supper at the airport as I will arrive later at home.

Your response, acknowledgment and compensation for costs involved would be highly appreciated.

I don't think ill book with Mango again - I'd rather pay the extra amount and go with Kulula in the future.

Regards,
Muneeb
[protected]

From: Muneeb Chohan [mailto:muneeb.[protected]@melomed.co.za]
Sent: Wednesday, 20 December 2017 7:16 PM
To: '[protected]@flymango.com'
Subject: Complaint

Dear Mango,

I boarded a plane yesterday, 19 December 2017, from Cape Town to Durban that was severely delayed. It was meant to leave at 17:30 but I received a couple of notifications stating it was going to leave at around 20:30. The plane only left at approximately 21:15. It landed just before 23:00, and unfortunately in Durban I could not ask my wife to travel the required 20 mins - 30 mins at such a late hour in a car. This then resulted in me having to arrange alternative transport which through Uber cost me R331.00. This is a huge cost and is not a cost I would normally have incurred, as if the plane had left on time or even slightly later than the scheduled time, I would have been able to obtain a lift.

I would like to add summarise the following:

1) The delay caused me to either not have a lift or risk my wife driving at such a later hour on roads that are unsafe and conducive to crime for a women with a 2 year old.
2) I thus had to get an Uber.
3) Despite the notifications and the rescheduled times, the plane left c. half an hour after the last scheduled time.
4) No person at the airport offered me a voucher or a refund or anything of the sort in person.
5) I am a fairly frequent flyer with Mango, as evidence by me using Mango thrice in the space of 24 hours (please check my ID: [protected], and my full name Muneeb Chohan) between the 19th and 20th December.

I formerly request that Mango pays me for the additional cost of my Uber, being R331.00. I look forward to your response to this matter.

Regards,
Muneeb

Kind Regards
Muneeb Chohan
Funder Relations & Operations Manager
Melomed
Tel: +[protected]
Cell: +[protected]

Tel: +[protected] // Fax: +27 // Website: www.melomed.co.za
Unit 6 & 8, Melomed Office Park, Punters Way, Kenilworth, 7708
P.O. Box 204, Gatesville, 7764
Email: muneeb.[protected]@melomed.co.za

Flight JE265 jhb to dbn
Depature date 18 december 2017
Original departure time. 17.25

1. They missed a flat tyre on the safety check. Which resulted in a 3 hour delay with no remorse from mango at all.
2. No updates from the captain until I asked for an update.
3. No refreshments until I asked for some for my 3 year old son.
4. We had to walk to the back to buy refreshments
5. No cabin crew walking around trying to keep people happy n comfortable.

Is this what you call service. This is beyond disgusting. How the hell do you miss a flat tyre. Huge safety issue.

I need answers now.
[protected]

Date of incident: 18/12/2017
Flight number: MangoJE615
Passenger name: Irene Corlett
Departure time: 07h55
Airport: Lanseria

I arrived at Lanseria airport at 07h10 and proceeded to join the queue for check in at the Mango Airlines check in desk.

Whilst in the queue at 07h15 the airport staff dealing with the check in's were shouting out to the queue in an African language. I am a Caucasian South African and do not understand African languages.
Once I got nearer to the end of the queue the check in ground staff member spoke in English, asking if there was anyone else who was booking in to the Mango Airlines Johannesburg to Durban flight. An African family behind me in the queue responded that they were due to fly on that flight, the ground staff then proceeded to check the family in. I responded too that I was due to fly on the flight. She then proceeded to say that they had called to the people in the queue to come to the front of the queue to check in for the Mango Lanseria to Durban flight and I was too late as the flight had closed. I then asked her why she did not address the queue in English as then I would have known what she was asking, she ignored this comment. I asked the aforementioned Lanseria ground staff who goes by the name of Sana why she had already assisted a family of five to check in who was BEHIND me in the queue literally two minutes before. I was not awarded an answer. I was then lead to the check in desk where a woman by the name of Fikile proceeded to deny a check in for myself, I then demanded to talk to the Mango Airlines Manager. I am only able to provide the first names of the aforementioned Lanseria employees as I was told by the duty manager at Lanseria that they are unable to provide their surnames?! The Mango airlines supervisor then came to the check in desk. where I proceeded to explain what had just happened. The supervisors name who I managed to get the full name of was Moor Dube. When speaking to Moor Dube I was met with huge disrespect and absolutely no sense of reason, after I pointed out that they has just assisted the family who was behind me in the queue to check in and now I was refused the book in?
I then called for the Mango manager who was not on duty at the time (Jeanine Odendaal)
I had not other choice but to continue to implore Moor to apply some sense of reason and fairness, we were debating about this issue from the time I reached the check in desk until 07h30 while the flight was still boarding.
I pleaded with him to assist as the family who was behind me had been helped, he refused and told me the next flight out was at 17h00 and I would have to wait until then, this after I had told him I had an 11h00 meeting in Durban that morning.

I feel hugely discriminated against and feel this sort of behaviour is leading to the ethical and moral deterioration of this country. We are a first world country with third world behavioural patterns. How is a country to move forward with this sort of ethos? A flagship company as Mango who has a with a well known name displays such behaviour is appalling to say the least.

Not only have I been discriminated against by the airline allowing a family of five behind me through to book in because they understood a language which is not classified as an International language, I have been hugely inconvenienced as I was unable to conduct the urgent business meeting that was due to take place at 11h00 this morning.

I call on Mango airlines and Lanseria Management to review the video footage and explain what weaknesses within their organisation lead to this situation and as to why they do not speak an International language at an airport who caters for International passengers?

I am extremely disappointed in mangos service this year. I fatima Desai [protected] was scheduled to fly 19:00 on 16/12/17. My flight was delayed but I was notified in good time. When I arrived at 19:15 due to a tyre blowout on the highway last night, I headed to the mango counter to check my bags in, the lady at the counter was very rude. I didn't take note of her name as I was traumatized to hear that the gates were closed and I was not going to be helped

Mango should at least notify customers about this? How do the gates close 45mins before the flight ? ( please check cctv cameras for proof)

The lady at the counter then went on to say " you have a chance to get refunded tomorrow or a standby flight" no details of mine were taken she didn't give me any other options she just sent me off. She saw the complete shock I was in and she was blunt and rude and didn't even advice or help because she was trying to close and leave

I am highly disappointed and let down by the poor service

Good morning

So mango refuse a flight for a teenager female due to overweight baggage….even if we said we will pay the fine at Durban airport when she arrived.Missed her flight, the dad dropped her off and left her at airport.
Now nobody at the counters don't want to assist her!All walk away when she needs assistance.
If you do not reply within a hour I will make sure this will go viral.
What stress is this kid going through!
That's very very poor!My lawyers will get hold off you and every news paper.
FLIGHT JE241
QSWLBV

LOURENS DE WET
[protected]

On the 3rd of december 2017, I tried to drop my bags at the mango counter at cape town international airport. My wife and five month old baby were with me trying to get on flight je148. Our check in was done the night before and we needed to drop our bags at the counter. We had been delayed at the parking because of the traffic coming into the airport. We were about 5 minutes late for the bag drop. Upon arrival, we were sent from pillar to post as no one assisted us and the mango personal didn't have a clue and just didn't give a damn about helping us. Needless to say we had a 5 month old baby with us but this was not even recognised. We stood for couple minutes and then the supervisor came to see what was going on. She then said we are late for the bag drop and we should leave our bags and board the flight. So my question to her was how will we receive our bags and she stated that she has no clue. I was shocked and astounded by such pathetic service. I lost my cool and said to her you meant to help us. She kept on wavering her authority and didn't assist us. I then argued the fact that when I get on a standby flight my bags are taken on the very last minute so why this couldn't be treated like that. A guy by the name of siyanda argued with me and shot me down. He was extremely rude, I asked him for his full name and he said you don't need to know etc. The supervisor on duty was fathima modack (Not sure on the spelling). I have never in my life been treated with such indignity. My wife and I felt like dirt and we felt degraded. The supervisor went out of her way to make us feel like we are dirt and belonged in a dustbin. We missed that flight because I was not going to leave my luggage behind and not know how to get it back. I then went to find out how we can get on the next flight to johannesburg. We were added to the standby list and the consultant wrote an amount of r1450 on a piece of paper and said I need to produce that at the flight controller desk. When the time approached for us to see whether we would get on the flight another debacle transpired. So the new flight had seats for us so I proceeded to pay. The was a new consultant at the desk and she queried the amount written by the previous consultant. So she called the supervisor, fathima said that amount is supposed to be for each and not the total. I was extremely pissed off. After the previous issue I am no faced with this. I argued and lost my cool. This was the worst experience of my life. We finally got on that flight and paid the initial amount written on the piece of paper.

I want a proper investigation on this matter. Mango cape town has no value for human life. I am going to report this matter further. We had so much of emotions and my wife was distraught. She was worried about our 5month old baby. This was totally [censor] up…. Sorry about the vulgar but there is no word to that can paint this ordeal.

Utterly disappointed

Please contact me ASAP.
I would like to talk to you directly!

I was on the flight on Sunday evening @ 20h30, from the beginning of the check in till the landing was unacceptable!
The staff was unhelpful and very unfriendly, the Gate was changed on number 99. All the people did not now where to go. No proper announcements!

The food on flight was discussing..
The hand luggage was taken before we got on flight .. needless to say my Gifts in my bag was broken?

Is this the quality of your Company?
I fly every month from Cape Town to Johannesburg..

Contact me @ [protected]
L van der merwe