Mango Airlines
Reviews and Complaints

So this morning i was supposed to fly from capetown to lanseria with 06h30 flight..I was at the check in by 5h40 they just told me gates closed you cant check in im pissed as im on my way to a conference first time flying Mango it will also be my last time ..theres no skills how to work with customers the ladies at geust desk are so unfriendly i was standing there while i know my flight is not even gone..they do not go the extra mile for they customer and i had to pay up for a next flight thats only after 13hoo... Never ever again first impression was not good at all.. while i was standing there alot of customers are complaining..

My husband and I travelled with Mango airlines on the 23 July Johannesburg to Cape Town. Flight JE147
I had hand luggage with a cooler box as I was taking frozen stuff to my son.
I had no problems from the check in to the landing of my flight. All the staff was very pleasant and we had a pleasant flight.
On my return on the 30 July Flight JE147 my problems started at the check in counter, I asked the gentleman if I could add the cooled box ( as my son gave us two laptops and we did not want to carry too much as my husband is 60 years and I am 55 years old)and he said yes, he did not explain to me that we were already overloaded, upon putting the cooler box he said I am overloaded, we took off the cooler box and he then told us we were over by 4kg. We took out some clothing which was not even 4kg and he said it was okay, we put it into another bag to carry as our hand luggage .
We took the cooler box as hand luggage and did not think this was going to be a problem as we carried it on our first journey.
When we got to the boarding gates I was told I could not board as the gentleman had put a block and I was not allowed to carry the cooler box.
this was very embarrassing for us, as if we had committed a criminal offence with all the passenger glaring at us.
We explained what had happened and was told to go back and check in the cooler box and that we had to pay the extra cost and if we did we would loose our flight and that we had to book another flight. This put us in such a panic and we did not even have the opportunity to respond and it has caused us so much stress. We are from Kwa Zulu Natal and had a shuttle waiting for us at the Johannesburg airport to take us back home whish is another three hours journey. My husband pleaded with the lady as our hand luggage was very light but they refused to help. I was told to run to the check in, my husband pleaded again with the lady to please help us, she then contacted the check in and told them to bring the automated card machine. I was told to go with her to meet the someone halfway in order for me to pay R495.00 for 9.3kg, whilst in the process I heard my name being called to board now! as my luggage was going to be taken off the plane. This was announced and I am sure you have access to this. I had to run back to the check in but when I went down the ramp there was still passengers in the line still not in the plane.
I was told by the ground hostess to leave the cooler box with her which was put at the door of the plane. Why did we have to pay so much for this.
This experience has left us feeling robbed and degraded by your stuff.
I hereby appeal to you to investigate and please refund us our money back as I feel we were treated very badly. This caused us so much stress that even shot up my husbands blood pressure.
My son moved to Cape Town in 2010 and this has been the worst trip that I have experienced in my life. We travel all the time to Cape Town and my son also travel to Johannesburg, having experienced this uncalled for drama has really put a doubt in my mind about your airlines.
I hereby await your urgent response to this mail

Thank You

Good day. I visited my husband on 28 July 2016 Flying from OR Tambo to Cape Town. I flew back yesterday departure time 16:15. When arriving at O.R Tambo I fetched my luggage. This was brand new suitcases that I used for the first time. R700.00 later it was thrown into the airline and when I received it the wire is coming out off the trimming. My cable ties were also removed. To me this is totally unacceptable as we are a lot of people using Mango every month going and coming to and from Johannesburg to Cape Town. I had to buy these new suitcases because my other set of R1800.00 was damage on a previous flight, Broken handle and broken wheel. If you sit in the plain you can actually hear the people throwing the suitcases in the plain. If this is the way Mango handle people's belongings I will no longer make use of them and I will my sure the very big construction company booking our flights every month and during week must make use of another airline. Hope to here from you soon or I will have to take further steps..Thank you. Should you need photo's I will provide them.

My family of four booked return flights from Cape Town to Durban. We left Cape Town on 14 July and on arriving in Durban I found that my earphones had been stolen from my checked in luggage. I reported the theft to Mango in Durban who took my contact details and promised to get back to me. For our return flight to Durban on Monday 18 July we were severely delayed due to an accident on Durban's N2. On arriving at the airport we were informed that we were too late for the flight but could be put on standby for the next flight at a cost of R2800 each . We were also informed that there would be no refund. On enquiring about my missing earphones I was informed that nothing could be done as I had purchased our tickets via Checkers. I will definitely not be flying Mango Airlines again.
Mr P. Tichmann
Email: [protected]@gmail.com

I booked a flight for 9:50am on 15/07/2016. I received a sms stating that my flight was delayed to 11:30. When I got to the check in counter at 9am I was told that my flight was cancelled and my 2 kids, my husband and I can only get onto the 13:30 flight. The supervisor was if no help at all. I was not the only irate customer at a very minimum she could have communicated with the customers. This is the second time I experienced such bad service from Mango where the flight was cancelled I had to sit with 2 kids for 4 hours at the airport. This time around I have to wait 3 hours! I don't think I will be flying with Mango again!

I am currently sitting at OR Thambo waiting for a mango flight (JE161) which was supposed to leave at 7pm. I have been seen 3 different departure times via SMS, each of which differ from the departure time displayed on the board at the boarding gate. I have phoned mango twice for clarity and was told by the last man that i spoke to that they are not accountable for delays. If mango is not accountable for delays please tell me who is. I know that earlier flights on fridays are more expensive than later flights. I booked an early flight for a reason and really feel I should be compensated for the time wasted and for the lack of professionalism in dealing with the delay.

I booked a flight to PE from OR Tambo, upon realising I wouldnt be able to make it i called the call centre and spoke to a guy named Luwellen(sp) who assured me he would change my flight to the next available flight and i would have to pay a penalty. I agreed and told him i didnt have the bank details and would call him back. He said i should call him anytime on wednesday till 9pm. When i called back later in the evening he hung up on me and some rude lady told me they cant help and transfered my call to the head office which she knew exactly that it closes at 16h30. I had to pay full price for another price, I am really dissappointed that people would treat customers this way.

I traveled on Flight JE123 JHB to Capetown 5.55 to 8.05.I checked in my luggage and took my overnight bag and my wife's hand bag on the plain.
I placed my tablet and cellphone in the carry on bag. When in the plain I put both the hand bag and carry on bag in the overhead storage. Me and my wife both took a nap till just before we landed. When I wanted to take my bags out of the overhead storage I found a big suitcase pressing my to bags to the point where I could not remove them without taking the suitcase of my bags. When I got of the plane a went to Mango baggage complaints. There was no one there. I waited and missed my shuttle which cost me and extra 480 rand for a new shuttle. When I returned to JHB on Sunday I went to Mango offices and they told me it was not their problem its a Capetown matter. They gave me a number [protected] to phone. No one answers this phone. I need a claim number to give to my insurance company and i still have not received any help on this regard from Mango

I have booked a flight from GRJ to ORT in JHB on Mango airlines on 26 April 2016. The money was paid EFT through SID and I received a confirmation that the flight was booked. Upon arrival at the airport I was told that my booking was cancelled. I phoned Mango and they asked for a bank statement to indicate that the money went off my account. In order to make the flight a bought another ticket in the meantime. I then proceeded to try and obtain a refund by submitting a clear electronic statement drawn from the Nedbank site, as well as a print screen with the date and reference number of the booking. They first came back and told me they can't find the payment on my statement even though the reference was clearly stated on the statement as well as in the e-mail, with a date that the transaction went through my account. After that they asked for evidence that the account was mine. Nedbank does not provide the name of the account on their electronic statements - only the account number and a profile number. I then explained that and resubmitted the statement with a print screen that indicates my name at the bottom of the screen. They still haven't refunded the money, almost a month later, asking again for a statement with my name on. I refuse to waste my time to go into a branch to wait for a statement with my name on. They don't care who I am - they have all the information on the account that the money came from. Please do not book with Mango - it was my last time

I had a very frustrating experience yesterday morning. I flew on the 06:00 flight from CPT - JNB (Flight JE 134) for an important meeting. When I went to claim my luggage, my bag had been taken my someone else who had mistaken my luggage for hers. I understand that this could happen to anyone. However, when I took the matter to the Mango Baggage department, they took approx 30 min to locate the other passenger's details to call her. This meant that she was already halfway home, had to return to the airport in the traffic and I ended up waiting a total of 90 minutes at the airport for my luggage, resulting in me being late for my meeting.
I can imagine that this kind of thing could happen frequently, with many bags looking the same and most people not checking the label to see if it is theirs.
I feel that the Mango Baggage department handled the incident with apathy and with urgency.

I normally travel between Cape Town and Lanseria airport, Johannesburg via Kulula.com. I had an emergency situation at my office in Jhb on Monday, 09 May 2016 and needed to book a flight the same day. I did book a seat on a flight at 17.00 flying from C.T. International to Lanseria. Flight No. JE716 at a cost of R1, 006.51. I now wish that I had not booked with Mango, but I was limited due to time constraints. However, in terms of cost though they were only a few Rands cheaper and I would have taken a later flight with Kulula if I had known how bad booking with Mango was going to be.

Thinking that this airline was as efficient as Kulula, I went online after booking to check in and print my boarding passes. No such luck! After trying many times, I phoned Mango thinking that there was just some sort of problem at the time. I was told I could not book in online as I needed to do that 3 days before departure! Anyway, now I was really late as my plan was to go straight through security and then just board for the flight.

The traffic to the airport in Cape Town was horrific (the worst ever) and even though it took us a while to get to C.T. International, we just made it. I rushed to the desk and handed over my booking confirmation (which I was at least able to print). The lady at the Mango check in then asked for my I.D. After getting this from my bag, I guess this all probably took around 5 minutes. She then looked at me and said that I was not allowed to check in as I had to do this 40 minutes before the flight time. I thought she was actually joking at first because I was there just in time, but it was now only 35 minutes and not 40 minutes before check in because first I waited and then I had to give her my documents. Nope...she was not joking. She advised me that it was "the rules".

I then went to the Mango counter around the corner to ask what I could do. I stood there for a while, but no-one looked like they wanted to assist me. I smiled and got quite a nasty glare back. They were there as customer service agents I assumed, but were not really very helpful and quite miserable as if they hated being there and hated their jobs.

The lady I spoke to advised me that I could not get my money back but I could get a flight to O.R. Tambo at around 8 p.m. possibly. However, she advised that I only stood a 50/50 chance of getting on the flight anyway as it was a standby arrangement. They still wanted me to pay another R900 for that privilege though. I told them I did not want to go to O.R. Tambo and my original flight was to Lanseria.

My daughter, who had dropped me off at the airport, then came over to find out what the problem was. When she complained that the Mango rules seemed quite ridiculous, the lady behind the counter said "Well it's not our fault that you were late"! We never actually said it was, but a nicer attitude and a bit more understanding would have been nice. We didn't scream and we weren't rude, we just asked for some advice. Like my subject heading states... I will never book Mango again!

What I would like is for Mango to pay me my money back (which I cannot claim from my work), but I know that will never happen.

I did manage to get a flight with Kulula and their staff at the counter were really friendly and helpful. I make quite a few trips to Joburg and I only ever fly with Kulula. Next time I will book with them even if I have to take the very last flight available.

On Sun 10th April, flight Jhb to George departure O/R Tambo airport 11:50 am. JE 821 Mango airlines. We arrived two hours earlier at the airport to prevent this type of thing. After going through to clerk to check in, we were told we are to go Mango Guest Relations, then passed from pillar to post and then to check in baggage, upon going through Security, where were thoroughly searched, delaying us by 15 minutes and then rushing to the gate, only to be told by staff standing there enjoying our delay and telling us the gates closed, even after the bus was about to go, as we could see through the glass windows. THey were actually laughing and speaking in their language and choosing to ignore us. They referred us back to Mango guest services again. Upon going to the Mango Services, we were told, we have missed our flight and we get no refund and the next flight is late afternoon. They sent us to baggage, where we proceeded to wait for over an hour for our baggage to be returned to us, where upon we proceeded to use another airline, which was the totally opposite of what we experienced. I would suggest people should consider no using Mango airlines, not only are the staff unfriendly, but their rudeness is quite shocking and their ignorance of where their various sister departments are ie. Guest Relations, baggage etc. Quite ridiculous considering you spend the whole day there. Mango refused to refund us or put us on the next flight, even though the flight was reasonably empty as per the clerk at the desk. Please also enlighten your lady at the check in station, where exactly it is where people board, as she sent us all over the place and made us walk for an hour. Pathetic experience and a horrible start to a holiday, which we long planned for. Sadly disappointed in your airline and would not recommend it to anyone at all.
Mercia & Ruth
Cel no. [protected]

I would like to let you know about my shocking experience with Mango airlines in March this year. My mom and were to fly from JHB to Cape Town. We were to to leave JHB on Wed 23rd of March. Due to unforeseen circumstances I was forced to delay the flight to the following day (24th March).

When we arrived at the airport at 9am to book into our flight which left at 11am. We were informed that there was a negative amount next to our names and that this meant payment had not been approved. I was extremely annoyed as I had made the initial payment 3 months previously and the change of booking payment the required 24 hours before the flight left. I received my confirmation as per usual and was given no indication that payment had not been settled.
I was told to go down to FNB and get a bank statement, after half an hour I returned with statement in hand only to be informed that it was not that payment that needed verification but the other one. I had put this payment on my Edgars card (this is a service promoted by mango).
By this time the check in counters were bustling as it was Easter weekend. I manager came down and was attending to many unhappy travelers. When she came to talk to us, I found her rude and condescending, when I pointed this out to her she threatened me and said she would cancel my flight completely if I didn't calm down.
I was then told to phone Edgars to get clearance for the payment, I was becoming anxious as time was passing and it was almost time to board the flight.
The lady who helped us at the check in counter was very pleasant and helpful.

But unfortunately I cannot say the same for the manager. She told us that she couldn't put us on another flight if we missed the one we were booked for as they were all fully booked. I was very frustrated to be treated like criminals, I had made payment in good faith and was never informed to the contrary. It was therefore impossible for me to know before the time that there was a problem which had I known I could have sorted out before I came to the airport.

I was informed that there are often problems with Edgars payments, and if this is the case may I suggest that Mango sort this out with Edgars or stop providing this facility. It is not the travelers fault, but we are the ones who suffer.
I even phoned the day before to make sure everything was ok and that we were booked in the flight. I was told that everything is in order.
Needless to say we missed our flight and had to go later that day.

Shame on you Mango for turning an Easter holiday trip into a nightmare.
There is a slackness and very bad attitude problem held by most Mango staff. The service given my Mango has become very sloppy.

It has come to my attention that information was given out to an individual regarding all the times that I have used this airline. It is very disappointing as I was led to believe that this airline is based on customer satisfaction and confidentiality. It is quite detrimental to me personally, as this information is now being used against me. I want this matter to be looked into, immediately and I expect a response from someone higher as soon as possible. I am not happy and will not leave unresolved as I'm planning to take this much further and to higher authority. Information regarding my daughter was also disclosed without any consent and that is so unprofessional and unethical. I leave you with my personal details, I expect someone to contact me and resolve this. I will not be silent until I know who did this and why it was done.
Feona Mohan [protected].
address: 38 College Road, Rylands. Cape town.
Mobile: [protected].
email address: [protected]@gmail.com

We travelled on flight JE369 from Durban to Cape Town on Saturday 26 March 2016. On disembarking it was raining badly and we had to go on the tarmac and catch a bus to the air terminal. My 80 year old mum who is very fit for her age went down the ramp in front of me and the last step on the ramp was black the same as the tarmac. She fell very badly, there was no land staff to assist her at the end of the ramp. I feel that there should be some one to assist the elderly and young when getting off the ramp. I know have to take her to the doctors as she is not getting any better, very bruised and sore. Please advise if the airlines have cover for these medical expenses,

Flight JE 284 from Durban to Jhb was delayed due to bad weather in Jhb. No problem at this stage. The flight was delayed from 19h00 to 20h46. The plane only arrived at 20h40 and we were ready to left at 21h30-then the shocking announcement!. "We as crew were supposed to sit long ago with our feet on the couch at home, but we are doing you a BIG favour to fly you home tonight- (I have paid quite an amount for this FAVOUR- )
AT OR Tambo I went to the Mango kiosk to asked where can I get my oversize toolbox that was booked in in Durban. "Sir, just wait here at this counter, they will bring it here with all the other oversize lugguage". After 25 minutes I went to the lugguage carousel where I found 6 suitcases on the floor together with my toolbox upside down in a puddle of water. I asked the same attendant again on what is the reason to book stuff in at oversize lugguage and then pick it up at normal lugguage and for the reasons for the bags laying in water. I was told that I can be lucky to get my lugguage, irrespective the condition, because all Mango personell went home at 22h00, as it was now 23h00. I was also told that " Why do you think that you are so important that they will bring your stuff to this counter?

Is this what you call: Treating all customers fairly?

I Believe that Mango is suppose to be a LOW COST AIRLINE, but they are a LOW COST SERVICE PROVIDER. I will never use them again.

I booked a flight on Saturday the 28 Feb 2016 for a flight on the next morning ( 29 Feb 2016 at 07:50am DBN to Lanseria). I got to the airport at about 07:20am, went to self service (as i had no bags to check in ), which told me to go to counter . When i initially entered the airport, there was a lady that also entered and walked into airport at the same time. but she had gone straight to the counter and was about 2 people away, she managed to get her boarding pass, and about 2 minutes later i was at the counter, but refused a boarding pass. i have a strong feeling that this was because the flight was double booked. the person at the counter said that the check in closed 40 mins prior to flight taking off ( yet the lady in front of me received her boarding pass). I have traveled extensively and even been on lots of international flights and none have closed 40mins prior to flight take off. The only 2 flights for Mango were at 07:50am and she was given her boarding pass yet i was declined along with about 6 other passengers. I then proceeded to the Mango staff at the help counter and instead of putting us onto the later flight - said we should upgrade to the 9am flight for a fee of about R538, which is almost the price i paid for the initial ticket( R 729 ). i can understand a R100 or R200 more, but R538 is just ridiculous.

Mango airlines is not courteous and not worried about its passengers, i was very upset and will not be flying on SAA or Mango airlines because of the way you treat the customers, Mango Airlines wants to rob hard working citizens of SA, imagine what it must be doing to tourists. When delays are caused by the airlines, the customers have to wait, but the airlines are just not courteous. If the airlines want to continue to behave in this fashion, then more people should drive, furthermore driving would be a cheaper option.

my flight number JE612
my ref NKJZDJ

On 17th February 2016 I was meant to be catching the 17:00 flight JE547 departing from ORT to Port Elizabeth.

Firstly the flight was delayed an hour due to a ‘technical issue’ causing me to miss the meeting I was going to PE for. We boarded and sat on the runway for another hour before returning back to the parking bay to be informed by the captain that the ‘technical issue’ has not been resolved and now due to time delays they were changing crew! We were unloaded and told to fetch our baggage and return to Mango check-in counter on the far end of the airport, just to be re-checked in on an incoming Durban flight and left to wait with no compensation(and elderly citizens sitting on the floor!) until 23:00! We eventually boarded and got into the air, only to burst a tyre on touch down in Port Elizabeth at 12:20a.m.

On trying to contact Mango via email about this, I have not even received a courtesy email in reply!

I sent this complaint to the Mango '[protected]@flymango.com' on 1 Feb 2016 and have had NO response:

I would like to bring the following under your attention

I was returning to Lanseria from Cape Town on a Mango flight on the 11th January 2016 – flight JE704 9h30, seat 2D.

I understand that the airline only provides economy class, but I find it unacceptable that a person probably exceeding 150kg, is allowed on the plane knowing the size of the seats. I had an extremely uncomfortable flight home as I was pushed the edge of my seat due to the person that took up half of mine. This was the same situation for the person sitting by the window. I was forced to turn and face the aisle as I had limited space. I have had a knee replacement and this is why I specifically book a seat on the aisle to have an easier flight, which was not the case this time.

If allowing a person of such size to board the aircraft then the person should require an additional seat to fit comfortably on the plane and will therefore need to then pay for the extra seat.

I hope that this issue has brought attention to the airline so that it can be resolved in the future. I am a frequent business traveler making use of the airline on a regular basis and would like to continue to do so.

After I forgot my wallet at home, with all identification in. I turned around to go back and fetch it. I then arrived back at the airport at 05:25 and was in front of the booking counter at 05:31. When I tried to still book in for my 06:00 flight to DBN, I was told that the flight has closed and there is nothing they can do. I was just told again that the gates close 40 min before. This I know. But, after explaining that I had to return home for my wallet and that I had a very important meeting to attend at 10:00 in DBN. I was just told again, there is nothing we can do.
I realize that Airline has to have certain rules and regulations in place, but out of principal. I WILL NEVER BOOK A FLIGHT THROUGH MANGO AGAIN !
Please note that I travel for business, and that I did 62 flights in 2015.
Mango Airlines will never see me on Any of there flights ever again !
To add this this wonderful service I received. I had to pay in an additional R592.72 for the flight I now have to take 3 hours later. Unbelievable !
The person that was not interested to even try to assist me in any way is Gulzar Banderker
I now have to sit at the Airport for an additional 3 hours till the next flight. Which is very costly time wasted !. The joke is, that I have been here an half an hour already and "MY FLIGHT" I was suppose to be on is only leaving now...
Again, Gulzar could have picked up the phone and ask the boarding gate to wait for me. Other airlines has done this before. But, clearly he was not interested to assist his customer. Why would he. What's in it for him ?