Mango Airlines
Reviews and Complaints

Booked tickets with mango for sep 2020 that were cancelled due to covid_19. Could not use the voucher as the price for the same flight in december has trebbled, making voucher worthless being over 65, I am entitled to a refund but to date they have refused to pay me & I have been shunted around between travelstart & mango for months. Now my emails are just ignored! Very bad service! :- (

On 11 sept 2020 I booked 2 passengers onto flight je826 from george to or tambo departing george at 16h30 on 21st oct 2020.

As they were about to depart for the airport on the day (21st oct 2020), someone who had also been booked on this flight informed them that the flight had been cancelled. Neither of the passengers (nor myself who had made the booking) had received any form of notification at all of this cancellation.

I had to urgently get them into the flysafair flight that left within that same hour. It cost me r6580 to do this!
See proof of mango booking invoice, as well as safair last minute booking invoice attached herewith

I have sent emails, tried to phone and sent facebook messages and rants. A generic automated response gets sent to the effect of:

"good afternoon karen. We apologise for the delay in getting back to you. Please forward the flight reference number as well as your contact details (email and mobile number) via a dm. Guest care will assist you with your request. Thank you. Er"

I have duly sent what they requested, and still no reply or contact has been made!

I have requested a full refund, as well as a refund for the difference it cost me to change flights at the very last minute! R2125.60 extra per person (flysafair last minute fee @r3290 per person (attached herewith) - mango charge @r1164per person) = r4251.20

This is unacceptable. Had it been my fault I would gladly let it go, but the level of service (or no service) received from mango thus far has been disgusting to say the least. I am out of pocket with a whole lot of money because they chose to cancel a flight for whatever reason.

You can contact me at [protected] or [protected]@clydeind.co.za

Karen howard

Good day

On 12 September 2020 I booked a Mango flight (JE817) for travelling on 13 October 2020 from OR Tambo airport to George (GRJ) at a cost of R790.37. E-ticket and confirmation were received. Upon arrival at OR Tambo on 13 October I was informed that the flight had been cancelled and that the next available flight was only on 15 October 2020. As I had to get to George on 13 October I had to book with another airline at a cost of R1 922. I was told by staff at the Mango counter that I could claim a refund. However, none of the calls I have made to their "Refund" number have so far been answered. I have phoned numerous times, holding on for more than 30 minutes every time I called. Several emails to the company have also gone unanswered. I am at wit's end and don't know what to do further to claim a refund.
Can you please assist?

Regards

Deon Minnie

I have trying for 2 days to phone the call center no answer
I urgently need to cancel a flight how do I do this if no one responds to emails or answers the calls
4 calls were total of 97minutes which I pay for
Emails take 2 weeks to get response
The flight booked is for the 13/10
Can anyone assist

To whom this may concern:

I want to file a complaint concerning Mango Customer Service.

In the past few weeks, I have tried contacting Mango Airlines and Customer Service without any answers or feedback in return. I phone multiple numbers -even some that no longer exists- and emails with NO SUCCESS to receiving anything in return. When phoning, I'm kept on hold, listening to your music while waiting for an agent to answer. Minutes after minutes pass with no success of reaching anyone. All I'm left with in the end are no answers and a HIGH AIRTIME BILL.

My last option was to eventually drive all the way to an airport where I can at least see someone face to face to find out information concerning my tickets that I've booked. Even then, I wasn't able to be assisted, for the office was not open for the public yet.

I can only imagine what people must do who find themselves in the same situation I am, but are hours away from their nearest airport.

However, after much attempts, your Mango Airlines Head Office eventually answered, who in the end had to REDIRECT ME to a few numbers (with some not working anymore) and finally in the end, I was able to find out that my tickets' times HAVE CHANGED, even without me being notified from Mango.

Due to our current situation concerning Covid-19 and rumours that Mango could have been grounded, I can understand some delays with replies and feedback or busy lines, but this particular situation happenes to me every time I book flight tickets with Mango, even before the pandemic occurred.

And if this issue persists, I will have no other option but to WITHDRAW myself from making any future bookings with Mango Airlines (not to mention my family and friends that will back me up on this matter).

All I'm asking for is a HIGHER STANDARD CONCERNING YOUR CUSTOMER SERVICE, replies to e-mails and QUICK answers and feedback.

Anticipating a reply on this matter.

[protected]@gmail.com

I've been calling the Call Centre, the Guest Care, Mango Refunds for 2 days. I've spend 2 hours on the phone, but all I hear is that All Our Agents are currently busy.

I need to know very urgently if the followng flights continue: Booking Reference: TLTNBL & TLTMZS as I cannot find any information on flight status on the website: error... only flights display is from 1 December.

I have received NO communication that any flights have been cancelled on this route.

My mother was scammed by the checked in counter person while embarking on a flight from Johannesburg to Port Elizabeth. he insisted she pay R600 cash only to him for luggage which was included in her ticket.

I was not able to assist her with check as I usually do because of COVID rules-

This is unacceptable and I do hold the Airline responsible for this corrupt behavior.

Mango changed my flight from an early morning flight to mid day flight
I tried to get a refund from the airline as the change in flight time is not suitable.
I have scheduled meetings, rented a car & business obligations that cannot change
They refuse to give me a refund, only a voucher
It is unacceptable I cannot use the voucher for an earlier flight. I need a refund in order to book with another airline

good day

I have been trying to get hold or Mango airline via email and phone and this is something basic, I just need to reset my username and password as i haven't been on the website for more than a year. I have tried phoning the whole day, different time slots and you just hold on the whole time for long periods of time. How am i suppose to get assistance if no one is even answering an email.

Due to lockdown, my flight ref tjdfrm from or thambo to king shaka on 09/04/2020 was cancelled.
25/03/2020 email to mango to request voucher no responce.
02-04-16-17/06/2020 emails sent no voucher received
08/06/2020 still no voucher received

Kindly assist please me with a refund. I don't need to fly anymore.

Thank you

Reference Number: SMRRBV

I was emailed on 26 March 2020 by Andile Dunga at Mango that my refund was done and processed and with the finance department for payment.
Today is 2 July 2020, almost 4 months later and still no refund.

I am wondering if I should mention that I have queried it with Chantel Mclean at the refunds department as well.

I really don't know what to do anymore.

Regards,

Emma Froud
tel [protected]
cel [protected]

I live in the UK and flew to S. A and the flew mango from S. A to Zanzibar. When trying to return to S. A from Zanzibar (to catch my return flight from S. A to the UK) I was not allowed to fly back into S. A and saw assured by mango staff at the airport in Zanzibar that due to me residing in the UK I would be given a cash refund instead of vouchers (as vouchers would be useless to me). I contacted Mango for my refund and was just told that they are not willing to give me a refund only a voucher which I can't use.

I was not allow on the mango flight to S. A so I missed my flight back to the UK and had to book alternate flights to the UK so I am almost £1, 000 out of pocket! now I am being offered vouchers for Mango flights which is a local S. A airline, so I am unable to use vouchers so I am effectively being cheated by Mango out of my money.

The facts are:
- I paid Mango cash for a service that I was not provided.
- I was assured at the airport in Zanzibar by a Mango representative (pictured below) that I am entitled to cash refund.
- I reside in the UK and Mango vouchers are useless to me as Mango operates locals flights in South Africa.

I would like my money for the return leg of my trip refunded to my as I cannot use the voucher in the UK.

I flew with your airline in 24 March 2020 at 19h25 from Lanseria to Capetown, my flight was booked for 13h10, flight JE709 - booking ref: ZA08049197.
At checkin time I was horrified to be informed by Mango crew that my flight has been cancelled and moved to 19h25. I was advised though to book my luggage in so long for the flight down to Cape Town on JE719 for 19h25.
Upon arrival at Cape Town airport I found my hard shell suitcase (Tougher & Greener 100% pet- Travelite) was broken in two places, with 11cm and 20cm cuts respectively. This type of suitcases is very well known among travelers as extremely durable and hardy. These suitcases must have undergone extreme abuse to have created these enormous cuts.

The damage to the suitcase is irreparable and I urgently need to replace this suitcase.
Please advise how and when I am going to be refunded for my uge loss.
Regards
MA vd Berg [protected])
[protected]

I purchased x4 tickets for x4 Male adults to Cape Town to go and watch the Super Rugby at Newlands on the 9th March 2020.

Later the month Super Rugby cancelled the rugby due to corona Virus. Since then 15 March I have been trying to get hold of Mango to get the flights canceled and refunded as teh rugby is cancelled.

Finally I got hold of Kwane on the 25 March @ 09:25, after explaining everything she only gave me vouchers that is valid for 6 months. I tried to explain Im not sure if the rugby will be on in 6 months times . Her responds was I can use the vouchers for other flights? I dont want to fly anywhere and spend extra money?

I feel this is extremely unfair and now I am R10000 short and not refunded due to the virus and Mango is smiling having the money?

traveled with u guys on the 26th of February. I looked in my bag the next day for my 2 cell phones it was gone only my charges was in my bag.. Has i thought I left it behind in cape Town only managed to get my best friend to go and look nothing there.. So I phoned in today to they someone to look at the camera the guy says this happens all the time...even when there look at the camera they staff steals where the camera can't see. And they have changed companies to take over the department.. This is nonsense has my stuff should be safe has I travel with your airline.. I will not be leaving this alone has I think someone to investigate this.. Not tell me I have 24hours and I will be taking this up with the media if nothing is done.. Cell [protected] kind regards k Moodley

Hi
My elderly parents aged 89 and 84 were abandoned on Monday evening flight from CT to OR Thambo and left on the plane at OR Thambo airport after requesting wheel chair assistance from the crew. They had a connecting flight to Europe and it was only the arrival of the crew for the next flight that triggered some action. When they finally arrived at their international check-in it was closed. After a lot of tears and drama and due to the fact they only had hand luggage they were allowed on.

Quite frankly this is unacceptable. To-date no response from Mango!

Hi my name is Mr Williams and my family and I were scheduled to fly on flight Je 288 departing at 20:30 from king Shaka and to arrive in jhb. The flight was then delayed to 21:30, and then to 22:05. It has now been delayed to 00:20 and knowone from management had the decency to come and inform any of the customers that the flight has been delayed and rather made announcements that the flight will be boarding soon which was at 21:35 even though there was not even a plane at the gate where the plane was to be boarding. I am disgusted at the level of professionalism that the airline displayed and am sad to say that this will be the last time I or any member of my family flies with the airline. The staff at kingshaka airport also have shown no sympathy for the customer's. There are elderly, sick and pregnant customers waiting to get home to Johannesburg. My wife being one of the pregnant clients 😡 Not once has the shift manager approached us to apologize for the inconvenience or offered any compensation for the blatant stupidity and lack of professionalism displayed by the airline and it's staff.

Good day

Kindly note this email is to indicate the pathetic service, we customers receive from Mango.

On numerous attempts, I have experienced circumstances where flights were delayed due to lack of time management. Previous flights were delayed that causes a big delay on the entire flight schedule. I would think by now Mango would have an action plan in place, however regardless of this I still continue to be a loyal and frequent customer to Mango until this morning.

I purchased my ticket online and for the 1st time used the standard bank master pass payment option. I have used this used this method of payment on other account on numerous attempts and as had no issues. I've seen that mango recently added this option and decided to make use of it, little did I know that the payment needs authorisation.

The payment went through, deducted from my account and I received a receipt from master pass as well. However no confirmation was sent from Mango
I called Mango this morning and had to hold on, I attempted to call again and again had to hold for the correct department. No one new what was happening.

I got put through to the refund department where I explained my story and with a attitude the consultant, please send proof of payment to certain email address.
He did not ask for any of my details to check on the status of my account and bluntly with and ignorant, attitude said I cant do anything without proof of payment.
I called my bank as the transaction was not appearing on my bank statement but has been deducted, only then did I get clarity that I have been deducted but Mango has not authorised payment.
Apparently on their side the payment has been approved. With this information I contacted mango, of course all of their consultant are clueless, I called in a few times until a consultant finally advised that this has happened and that he will then put me through to the department that will authorised payment.

Once put through consultant advised me that the payment will be refunded and I will have to make a new booking
A booking that could have been lost mind you.

I am disgusted with this service. I had to call in about 6 to 8 time only for them to tell me to make a new booking and plus on top of that I was told I will only be refunded in 7- 9 working days.

This is deeply disturbing for a reputable airline such as mango. I am displeased with the service, attitude and lack of knowledge in regards to the consultants at Mango airline and I will make this public as I am sure I'm not the only dissatisfied customer

Please sort out your staff and promote customer service as you will lose customers.

Please look at data base I fly frequently with mango and on many occasion I have been dissatisfied but this push me to the limit. Naidoo L [protected], 30/11/1990

The arrogance of the consultant (man) . all call are recorded, so please pull data for the 05/02/2020 around 11:58

on the 14 of feb a team leader named andile advised she will give feedback, its now the 2nd of march still no feedback?

they really dont care about the customer

FLIGHT FROM GEORGE TO JHB
I hereby want to bring under your attention the despicable service we received from your ground staff at George yesterday afternoon.

We were to go back to JHB and the flight was scheduled for 16h30. We went to the airport almost 3 hours prior as we wanted to book the seats which had a little more leg space. We waited at the counter as the notification advised opening time is 14h30. The service consultant came in about 14h20 and sat at her station waiting for 14h30 and then called us, we were obviously right in front.

From the very beginning she was so unaproachable and rude. We asked her if we could book one of the seats as we were ready and equiped to assist in any emergency situation should we end up at the emergency seat instead of row 32 where there is more leg space. My partner is very tall which makes the normal seats uncomfortable.

Very arrogantly and without even attempting to assist she advised us that the seats were already allocated and there is no available space in the requested rows. All passangers aparently have been placed in their seats already. Does that not happen when you check in or is George different from all other airlines and branches? We asked an explanation as to why as we were told by OR Tambo that we can book a seat when checking in, and we were first, and rudely again she said the flight is overbooked and she cannot assist. We advised her that we always do it this way and they were always able to assist. JHB did not even blink an eye and were happy to help. She just ignored us, dumped our tickets on the counter, WITH THE SEATS SHE PICKED FOR US, sat back in her chair and either did not have the knowledge or the manners to even try and explain what she meant by the flight was overbooked and what that had to do with us requesting the seats.

We then went to the ticket service office and engaged with Cornelius who allocated seats in row 15 for us. He asked us if we would be able to lift up a 25kg door should the airplane experience problems. I informed him that we are fit to assist other passangers in need and yes we will be able to open the door. We have sat there many times before. We left happy and felt a bit better that we indeed mattered to Mango staff.

Then just before we boarded the plain the second nightmare happened. One lady went around and signed everyone's tickets including ours and she left, she was fine with our tickets. A while after another lady came straight to us out of many people asking us the age of my mother. We said she is 77. She advised out of the blue that the age to sit at the emergency door is 74 and she is not able to accommodate us. She already had other printed tickets for us in row 11. If my mother was 70 she would have most probably said the accepted age is 67. She stuttered and could not make proper eye contact which indicated that she was lying. Once again no integrity from the staff at George. We explained that we are fit and our mother as well. She is more fit and stronger than some younger people. And we were two besides her. She just said that JHB did not follow process and we should not have sat at the space coming to George in the first place. That is the rules and you cant be older than 74. Really….. why does your guidelines on Internet not even mention that? It only indicates you have to be older than 16. How many people would you need to open an emergency door. My mother would have definitely be able to guide the other passangers where to go while we then lift up the 25kg door which I cannot think is a manual excericse or so difficult if it is then.

When we approached the counter to exit the door to the aircraft we saw who orchistrated this. The same woman who was at the check in point who allocated the initial seats to us before were standing at the counter. I approached her and asked her if this was her doing and her arrogance again had no limits. She said I can ask the manager that is the rules. So did JHB and Cornelius and all other people at all the other Mango flights we used before not follow the rules? She was targeting us and made a point that she has the power to do what she wanted and she dragged her 2 collegues in with her. I asked the other girl what this one's name is as I knew she would not tell me the truth. This one hessitated a while. Looked down and said Jessica. I thought that this is not true, although she seemed like the most honest one and I don't think she was willingly part of this. I called in this morning and confirmed that it was Jessica. With her on duty was Gcini and Yasmyn. I am not sure who was the one coming to us informing us if you are 3 years older than the said age you cannot assist other passengers. Really… And guess what… when we checked who sat in row 15… a very old guy and a small lady. I would eat my shoes if they were able to then assist during an emergency better than we would have. And yes things happen… but do you really have so little faith in your aircrafts to make such a huge thing of this…

We had a wonderful time in Knysna and the trip from JHB to George was awesome. These woman in George however made sure that our last memory of our holiday was a horrible one. Especially the one dubbed Jessica.

She is incompetent to work with clients. Her entire engagement and approach is unpleasant and she definately thinks that she is doing your customers a favor. Completely forgetting who is paying her salary. I will think twice keeping her there as she is your company's window and believe you me that is an extreme awfull view! She also has no integrity and no respect whatsoever. We feel vitimized and disgusted!

The flight was also delayed with almost an hour and she just said it's delayed so you will have to wait..

Never will we ever fly Mango again! She spoiled our entire mood by making our last moments as unpleasant as possible and I could see she enjoyed every moment of it. If that is your quality of staff and service these days I wish you luck to remain relevant and in business!

We booked a international flight to America and they allow 2 suitcases. You gave me a penalty of R800. I am a loyal customer. Since June 2019 I booked 14 plane tickets with you, and I need to book 3 more. But I will first need a refund. The penalty was even more than my plane ticket. My ID [protected] Adelle Swanepoel. Flight number was TCZWNR

Please phone me on [protected]