Mango Airlines
Reviews and Complaints

I take full responsibility for not locking and cling wrapping my suitcase properly for my short flight from CAPE TOWN to BFN on 19.03.2017
My suitcase & vanity bag was a mess with a ring box & gold costume bracelet stolen. Luckily I was wearing all valuables on the flight; just not nice to lose sentimental items & feel violated 😟
No point in reporting this...
Just saddened by society breading paranoia & mistrust in the human race 😔
Well thanx #MANGO 4 the extra leggroom & cheaper flight... Next time: LEAVE MY BELONGINGS ALONE!

Dear Sir / Madam,
My daughter a student of UCT, Johanna Mathew, who was flying from Johannesburg to Cape Town today (06/03/2017) by 8.10 a.m Mango flight (ticket ref. no.PCNYVW) was really surprised by the questions of check-in staff at O.R Tambo domestic terminal. Is it mandatory to ask a lady passenger that she is pregnant while check-in formalities that too sarcastically. As a passenger flying to various destinations around the world, I never found such formalities unless the lady has outward appearance of pregnancy. Kindly advise your ground handling staff to be decent while dealing with passengers.

LITTY MATHEW

Oct 2017 I flew from CT to Durban, where my Travel Bag was damaged by the Airline (Mango). They gave me a receipt at Durban, ask me to drop my bag at Cape Town and they will phone me when the bag was ready to collect at Cape Town airport, which they did. Yesterday I went to Mango Baggage department, just to find that my bag was "maybe" still in Durban. The answer from the Mango staff was that the Durban office must sort this out, and that they refuse to give me another bag in Cape Town, and that after it was Mango (not Cape Town or Durban), MANGO as a airline that are making their problems mine... see videos attached how your staff run away when I want them to explain why they cannot assist me, a CUSTOMER! I am taking this to all my social Media

I arrived 5min Kate fort boarding, yet I was at the airport in time but due to poor visibility of boards I got lost hence the reason I was 5min late for boarding. The lady who attended to me refused to ask a manager if I could please board. May be if you boards are not hidden behind over grown trees we would be on time. First time flying mango I know why every one told me not to. Disappointed first time experiance

I booked online for 11 march flight JE241 leaving from jhb to dbn at 6.30 landing at 7:40 when I went to pay on my ref number PKBVPV after payment the time and flight details differ. I was now placed on flight JE249 only leaving jhb at 9:50 this is totally unacceptable as I am attending a wedding at 11.00 in port shepston and therefore my reason for the early flight. your airline did not notify my this change.

I need to speak to someone that can rectify this problem as I have now paid R 2800 for airtickets justto miss my daughters wedding!

I will take this matter to the highest possible point as I will not accept an error from your airline to cost me to miss my daughters wedding.

Mango delayed a business flight that I had to take on 23 January 2017 repeatedly. I ended up cancelling the flight and confirmed that they would refund me. Then booked a flight on another airline.
The next day I sent Mango the proof of the boarding pass on the other airline and requested the refund be done to my Standard bank personal account which I had used to buy the replacement ticket on Kulula.com.
After many telephonic hours to reach Mango refunds dept I finally got confirmation and the payment was done to me on 14 February. But to the credit card that I had used to buy the Mango ticket. I then emailed Mango the next day to inform them that the credit card account to which they had made the payment had been closed at the end of January, and is the reason I had requested in my email right at the beginning that the refund must be done to a different account, no one ever replied to that email. And now as per usual one cannot get through to your refund telephone line.
Ref. PGLTCD Casandra Haddad 23 January 2017.

I booked a flight from Johannesburg to Port Elizabeth. I wanted to change my flight to the next day. I had no money to phone Mango nor was i close to the airport and i sent an email from my phone on the email i got from Mango and no one has every came back to me at all. I had to buy a new ticket ; surely this would of cost me less if i just changed it.

Good day,
I had booked my flight, reference number NXNLLZ on 24/10/2016 which my family and I arrived five minutes late for.
Despite our pleas and advising Mango staff that we had two infants, your staff lent a deaf ear to our cries.

I am no serial late comer however when discussed this incident with friends and family whom have had similar encounters with late checking in, they were either escorted direct to the plane or an alternate flight was arranged at no extra charge.I was charged an additional R2688 extra from my original purchase of r1996.

A mere five minutes.What made this more upsetting was the lack of empathy from your staff considering that i have two infants.I paid the extra r2688.00 as I was now destitute, returned back the check in counter to over hear your staff then calling out that they closing check in for the flight was meant to be initially booked on.I also did online check in so my seats were booked and reserved on my name that morning.

What was even more upsetting is that the flight JE259 scheduled time of departure was changed to 16:10 as enclosed in attachment which could have enabled my family and I to board within the 40 minute threshold.

I urge and plea to rectify this injustice I feel that was bestowed onto my family and I before the word “Mango”, leaves a sour taste in our mouths.

Regards,
KP Naidoo

Mrs. E Truter
Bosbok Avenue 93
Theresa Park Pretoria
0183
Cell: [protected]
06-02-2017

The Management Mango Airlines,
We love traveling with your airlines, but there are 3 points Highlighted to you.
1) The time we book our flights on 6 December there was a special (so call on the Gautrain) and will receive the vouchers on board. So we took the train R350 plus R40 for the two new Gautrain tickets. On board there were no vouchers, so my husband emailed you twice the proof of the Gautrain tickets. This was very excited a holiday of 5 weeks in Cape Town, WOW! Then the pilot said: no cameras allowed using during the flight. The first time since we fly Mango. I was very disappointed, complain to the pilot and said but I can take photos now at the time we landed. My comment to him was that we are not supposed to take photos on the airport.

2) Then we received my new suitcase was overweight, paid R45 per kg. More than 20 kg. We received our suitcase without wheels, was broken off on 11 January 2017.

3) I forgot that we was surprised to get vouchers on that flight back on 11 January 2017 plus 2 new Gautrain cards, O my, we have now 4. We checked and not even R1 discount. We could arrange with someone to pick us at O R Tambo on the 11 January, but thought maybe we received some discount; again we paid R350 plus2x R100 for a friend to pick us up at the Pretoria station. Are there really any benefits to fly with Mango? At this moment I will never make use of the Gautrain anymore, we used it especially because your airline promises us to get some discount? On extra flights before June or July. Not possible. (I must have a neck operation and is on medication for anxiety.) I also wanted to know if anyone know how difficult it was for us to pull a suitcase weight 28 kg without wheels and hand luggage then struggle on the Gautrain. Can any of you see any benefits? No discount on Gautrain, no pictures out of the airplane, suitcase without wheels. This was very disappointed.

We enjoyed our holiday but not our memories with Mango.

Thank you
Mrs. E Truter

Three weeks ago, the check in lady asked me how far along was I, when my answer was Actually I am just that fat, she smirked to her colleagues and the three of them laughed. I was with my mother at the time. No apology was given and this is unacceptable. I then complained on Twitter, got promised to be contacted, a week went past, I queried again. I was promised again. Two weeks past and I queried again only to be asked for the same information again, which was already part of the requested private messages. I have in total dealt with 4 of their social media customer care people, and not a single one has delivered.

Does Mango just hire people who don't do their jobs, make fun of their customers, and what right, ever, does your staff have to ask a woman if she is pregnant? If i was I would have checked the I AM PREGNANT BOX when i ordered the ticket. And being laughed at, was the cherry on the top.

Mango doesn't care or bother.

Flight cancelled still no refund

I booked a flight on 24/11/2016 for 18/01/2017. When boarding on 18/01/2017 I was told that my flight was cancelled due to no payment received. I had to booked the same flight at the airport which cost me more. At the airport I was told to take it up with the refunds department. On 22/01/2017 I called the refunds department and spoke to tshidi mshali, she advised me of the documents and proof of payment that was required. I sent them on 22/01/2017. I called back on 23/01/2017 to ask if they had received all the documents tshidi advised that the email cannot be bigger than the 2mb, so had I not called in then I would of been ignored. I sent the documents individually, tshidi confirmed that she received it. I called back 24/01/2017 and was told to give them 48 hours to respond. I spoke to scelo mathibala and I have not received any feedback from him or his supervisor momo kgwedi who promised to call me back. I cannot be responsible for an error that mango has made. At the end of the day I am taking a loss for their incompetence.
I have sent numerous emails with no response and when I call in they as k me to send the same documents over and over again.
Please refund me !

Nkosikhona Sean Nkosi
41 Service Road
Pollack Park
Springs
1559
[protected]

16 January 2017
Dear Sir or Madam,
Letter of complaint due to bad service/ stolen goods
On Wednesday the 11 of January I booked a flight to Port Elizabeth from OR Tambo International Airport. Due to several unforeseen reasons I missed the flight and was instructed to go to collect my luggage that had already been checked-in. When I did this I was informed my luggage had been opened and I was asked to check if anything had been taken. I immediately noticed a watch had been taken. I then with your employee completed a form and was then given a slip and told I would be contacted shortly, within the hour.
This did not happen and I waited hoping you would manage to fulfil your promise, to- date I have received nothing! It is as though you expect me to simply accept what has happened and move on. What further escalated matters is that I then after purchasing another ticket to fly to Port Elizabeth received a call from Mango the Port Elizabeth branch and was told that a box had arrived and it belonged to me, this box was flown to PLZ without me or my other luggage. This box was initially in a different bag and so this means at least two of my bags were tampered with. To make matters worse the blue box was packed at the bottom of clothing and other items. Whoever decided to help him-self must have dug through all that was placed above looking perhaps for a specific item/s: my expensive pens and watch (in another bag). Upon arrival at the airport I was directed to the luggage section in PLZ airport and my luggage was weighed and about a kilogram has disappeared.
What is most concerning is how: my lock was broken, pen set was broken, watch was stolen with other items I am yet to discover weighing a kilogram, a stranger picking through my private luggage and lastly how nothing has been done. Surely you should have some camera footage at your luggage departments or could at least contact me and explain the progress you have made on the matter, if any. At this point it appears as though this is a norm at your airline and even when customers who have been loyal to you service like myself or any customer for that matter experiences such to you it is business as usual.
I have attached the initial flight ticket below and had purchased insurance on the flight and am strongly considering opening a case as I fear this email will likewise make it on top on a pile of letters no one takes seriously.

Nkosikhona Sean Nkosi

__________________
Sean.[protected]@yahoo.com
O724770404

I have been trying to reach someone at MANGO to discuss a booking I made last night (29 January) which resulted in a double payment (booking refs: PHQBDP and PHQCBQ).

The reason my husband and I paid twice is because the payment form on the online-booking asked me to put in a one-time password (an OTP) which was sms'd to my phone. However, the sms was delayed and by the time I tried to insert the OTP, the transaction had been suspended. When I then went back online to book the tickets again, the prices on our preferred flight dates had increased and we then decided to change the dates by two days. When I tried to pay for this changed flight, my credit card was declined. Since there was no reason given for why it had been declined, we then used my husband's credit card to make the payment.

I was then emailed confirmation of both the first and second bookings and, on checking my bank statement, discovered that I had in fact paid for the first booking, although the transaction had been suspended.

Most frustrating is that all my attempts to reach a Mango consultant during work hours the today have so far been in vain. I've had no response to email, and run out of airtime waiting for a consultant. I would really like a mango employee to call me back, explain how this happened, and tell me how to get a refund for one of the flights.

I flew on 17 December on the 11:00 flight from Johannesburg to Cape Town with my son. As we entered the aircraft a sweaty smell was hanging in the air. When we got to our seat I discovered that the smell actually went into the seats already. The smell was so bad that my son had to run for the bathroom when we arrived in Cape Town. He was nauseous for the rest of the day which was not a good start to our holiday.

On 15 January 2017 I travelled from Cape Town to Durban on Mango Airlines JE 352 at 17.30. My reference number is NZTZNZ. I checked in my bag with a striped belt strapped tightly around my bag - blue, green, yellow, light orange and dark orange stripes. When my bag arrived in Durban my bag was without the belt. I informed the person at the baggage counter and he checked and was told the belt could not be found . He spoke to a person in Cape Town and was told the same. I left my contact details with him.
I would like to know how my bag was checked in with the belt and arrived in Durban without the belt.
I would appreciate it if the belt is replaced. I am a pensioner.
thank you

My poor Granny and her friend, both in their late 80s were denied boarding in Johannesburg on their return to Cape Town from a holiday. Both of them unfortunately carried expired passports. This was traumatic for them as they had not had a problem on a competitor airline on the way through.
They then had to find a hotel for the evening - way outside of their budget - as well as taxi there. The feeling of being stranded in jhb is bad, but what was much worse was the treatment from the staff and supervisor at checkin. No help, guidance or even a kind word was offered. Rather, the staff were uncaring and dismissive. The worst for me is that they would not assist them with wheelchairs. Not even to point them in the direction of the acsa desk. So, tomorrow, my Gran is on standby at 6:00. I feel so helpless that they are at the mercy of Mango staff and I fear for them to go through another experience like this tomorrow morning. Today has taken its toll on them, physically, financially and emotionally. After a much saved for and looked forward to holiday - this was really hard for them. The worst is that these two elderly ladies that treat others always with the greatest amount of kindness and respect, lost a little faith in humanity...at the hands of people in the service industry.

17 January 2017. Flight time was 15h00.
When i returned to durban from cape town and went to fetch my bags.
I found 2 of my bags were damaged. One was the handle and the other was the wheels. We were unable to go to guest care as our flight was delayed for 30 minutes due to the crew not being able to account for the extra passengers on the plane.
I have tried calling many of the numbers on the site and the num bers just rang.
My client number is PGDDDK.
I would like for my bags to be repaired.

Dear mango,

We flew with mango from johannesburg international airport to port elizabeth airport on 15 dec 2016 (Flight je525 – time: 05:55 to 07:40). Our booking reference number was: pdmlts.

When we collected our “tosca” suitcase at the port elizabeth airport, we saw that our suitcase could no longer stand on its four wheels. At closer inspection we saw that the suitcase support structure has been completely destroyed and our suitcase is therefore no longer usable. This suitcase has only been used once before and was therefore practically brand new.

As shown in the attached foto’s, the bottom support rod completely snapped in half.
We could also not extend the handle from the top of the suitcase, and when opening the suitcase, we found that the extension had been buckled and both rods were ripped from their brackets.

We immediately went to the mango counter at the port elizabeth airport and reported this. The lady at the mango counter assisted us to fill in the “property irregularity report” form.

I reported this incident to mango guest care and all they sent me was a template letter of apology, which is completely outrageous seeing that my suitcase has completely been destroyed and is completely unusable after flying with mango airlines.

I expect mango to take full responsibility for the above mentioned damage to my suitcase as it has been completely destroyed.

Your assistance with this would be highly appreciated.
Thanking you
Christine van zyl

First email (3 Jan 2017)

I flew into Cape Town on 24 DEC 2016 on flight JE 369 with my family. One piece of my luggage was badly damaged with both handles broken.

I brought this to the attention at the baggage counter and was attended to by Sidwell. I received a passenger reference slip with no. 16426. Sidewall took photos of the damage.

I was advised that I would receive a call within 24 to 48 hours. To date I have yet to receive the courtesy of a call. It has been 10 days.

I find such poor service unacceptable and a very poor reflection on the airline support service. I was patient up until now anticipating that it is the festive season, however I verily believe that I have been more than patient and the lack of any response or even follow up leaves much to be desired.

I leave Cape Town tomorrow and am constrained with luggage that is damaged on this airline. I will have to consider what my remedies are and place on record that as an airline you have failed a passenger and have not even the professional decency to follow up.

My contact number is [protected] which I gave to Sidewall.

Second email (12 Jan 2017)
I refer to my email of 3 January 2016. U have once again demonstrated your attitude to addressing client queries for mess ups occasioned by your airline.

I am very disappointed with the service I received today... With the flight details below... I was to from lanseria to durban at the 17:10 pm flight... I arrived on time and even checked in online... I was told that due to the weather, the flight was delayed and first I was told to sit at gate 3 then I was asked to move to gate 4 and wait for instructions... I waited an hour and then decided to enquire wat was going on... I was then told the flight had left me... I was left stranded at the airport as everyone from mango had left... I called your call centre and I was told there is nothing that can be done and I must return tomorrow to have the ticket changed or refunded...

The morning I arrived at lanseria airport and was told by the supervisor buyisile radebe that she can not do anything... The supervisor from yesterday can only answer what happened... Apparently the supervisor that was present was tsholofelo mojani is the only person that can explain what happened... He will request the footage to see what happened... And furthermore I must call [protected]... They are not able to help at all.

This was very disappointing and inconvenient. I was left stranded and had to incur unnecessary expenses because of this...

It is now 2 days since I first emailed mango and yet noone has contacted me...