Mango Airlines
Reviews and Complaints

I was booked on flight JE 245 on the 6th of Feb at 7.10. I arrived to check in at 6.30 and was rudely and loudly told I was late, the lady then asked her co worker how many people still to board and the reply was 38 but I was told to go to the Mango help desk where I was told again I am late and must pay a penalty of over R800 and could get the next flight. This ticket was bought for me as my 50th birthday present and to have 3 madams talking to me like garbage is not on and I will not put up with it, my flight to JHB was great but sadly the staff at Mango in Jhb was terrible and rude and a great disappointment, I only arrived home today 8.2.2016 choosing not to fly Mango
Sharon
[protected]
[protected]

Date of incident :3 FEB 2016
Time :8:55
Flight number:JE615
Ref number: NHTYFT
Name: Kishore Ramharakh

The flight was boarded early and then we were evacuated. After a while we were then boarded again on the same plane that had a problem. During the flight the plane could not reach the desired height and then the engine started to make noises as some point. It was scary, risky and unacceptable to utilise such an airplane

I would like a full refund and compensation for the experience

Regards
K Ramharakh

My iPhone 6 was stolen on Mango flight (JE703) on (Sunday, the 8th of November 2015) at (9:35- 11:50). The phone was left behind while disembarking, and I immediately realised that my phone was missing but in spite of my immediate request to retrieve my phone, I was denied access back into the aircraft. In the time it took me to follow the suggested procedure by Mango ground crew, the only reasonable possibility was that the phone was stolen by either cabin crew or cleaners. ...I am of the view that should it not have been for the delay caused by Mango ground crew, I could and would have safely retrieved my cell phone.
I sent various emails on (13/11/2015, 16/11/ 2015, 15/12/2015 16/12/ 2015 and 13/01/16) to Hein Kaiser (Communications Specialist at Mango Airlines), Wallie Veldtsman (Guest Services), Jeanine Odendaal (Manager at Lanseria), Candice Beukes (Manager at Cape Town), and Yolande Brand (Cabin coordinator in Cape Town) and to Facebook Admin, but to date I have had no response.
Hein Keiser answer to me was "sorry for your loss but we have not found your phone".
A case was opened at SAPS (Ravensmead) with CAS no 365/11/2015
The replacement value of the phone is R15 259.00, and I demand to be compensated accordingly.

My email to Mango airlines email address '[protected]@flymango.com' which incidentally got returned as not delivered - no surprise there! "Good day, I returned to Johannesburg from Cape Town yesterday on flight JE166. When in Cape Town I bought 7 bottles of special chocolate cookies from a chocolatier in Cape Town to present as gifts. I checked in my bag in Cape Town and when I opened it up last night on my return, to my disgust I found that my bag has been carefully opened, one of the bottles neatly opened and half of the cookies stolen and the bottle then placed back into my bag! I find this behaviour by the airport staff absolutely disgusting and of the lowest form of life. The fact that someone took it onto themselves to believe that they have the right to open somebody else’s bag and take whatever they want from it is bad enough but I feel even worse by the thought that a stranger ruffled through my private belongings. Even though I strongly doubt that this email will find any action from your end I needed to raise my concern about the poor ethics of your staff and sincerely hope that the thief came down with some terrible diarrhoea last night."

NGTRVW booking code. My brother missed his flight due to the traffic and the bad weather. Seeing that there was a poosibility that he would miss his flight, he called the call centre at 17:53 to check his options. Call centre agent Lulu advised that he still needs to go and explain at the airport if he was late. He obviously missed his flight. We called the call centre again to rebook his flight however call centre agent Patience Thubisi advised they would need to get the call. Upon asking for a manager she advised that no managers or team leaders was working. Im amazed that such a big company dont have a manager to assist staff? We need to rebook this flight and are willing to pay the rebooking fee. Our mum is ill and its important that my brother get to durban. I cannot believe the service received. Please can the calls for both Lulu and Patience be listened to. I attempted to complain on hellopeter however mango is not a company that responds. Again lack of customer service.

Flight JE145 on 21st Dec 2015 scheduled to depart at 1:45 only departed at 7:45pm after passengers boarded at 3:15pm they waited 2 hours whilst the airline tried to fix the weather reader on the plane after 2:30minutes of waiting in the congested hot plane they waited a further 15minutes to refuel because apparently after not taking off they were out of fuel – I don’t know how. My husband and my 16 month old son along with other passengers were tired and frustrated. There after we were told we would board another plane which was scheduled to take us to Cape Town. This took even more time to get all luggage and airbus’s to take passengers to the next plane. It was our first holiday with my son and he was so upset by the end of the flight from being confined to the plane for 7 hours the poor child throw up. We reached Cape Town at 10:30pm in the night. I will never use Mango airlines again.

My E- Mail to Mango Good Day, My daughter and I flew Mango on the 16/12 and returned from King Shaka to OR Tambo on the 23/12 (JE248). Apart from the flight being delayed both times, the return flight was almost one and a half hours delayed. Only to arrive and find our bag has been tampered with. Lock and zips broken. On inspection to find my daughters Christmas present, her watch which she had chosen at the Gateway Shopping Centre stolen as well as my ASICS running shoes and her Salomon shoes also missing. I reported it to Mango - Ref 10791. On the 23rd. Agent Nissy Also went to the Police Station on the 24th - Ref No. CAS 517/12/2015 Please advise on next steps. Mango’s response Good Day Mr. At the outset please permit me to thank you for bringing this unfortunate episode to our attention. I also wish to apologize for the fact that your privacy was invaded. Losing anything- immaterial of the value of the item, is always traumatic, and to lose it with the knowledge that some scoundrel has seen it fit to invade one’s privacy in such a lamentable manner, is perhaps ten times worse. I once again want to apologize for the inconvenience this unfortunate incident may have caused you. We do view all our baggage claims in a very serious light, we have 3 forums whereby we address theft, damages and miss loaded baggage as this is not unusual in our environment this is also reported thru to various levels such as ACSA, SAPS and our service providers, internally our security department tasks and follows up on all reported matters in an attempt to minimize these occurrences. Your report also states that you checked in a bag 1 /21 upon arrival bag received 1/20, please be advised of Mango’s payout policy, Mango pays out at a rate of R140 per kilogram. Our liability in the case of Damage to Checked Baggage shall be limited to R140.00 per kilogram and shall further be calculated to a limit of R2 500 per claim. If the weight of the Baggage is not recorded on the Baggage Check, it is presumed that the total weight of the Checked Baggage does not exceed the applicable free Baggage allowance. 12.1.6 All claims will be calculated in terms of the actual weight of items lost/damaged/pilfered. Claims will be settled in terms of clause 13.1.5. MANGO will not consider any claims for the replacement of items at replacement value. We may refuse to accept Baggage for carriage unless it is in our reasonable opinion properly and securely packed in suitable containers. We will not accept responsibility or pay compensation for Damage caused to items or parts inclusive of wheels, locks, padlocks, zippers and extractable handles protruding from or attached to bags or for Damage caused as a result of improperly packed Baggage. To process your claim for the missing 1 kilogram : Mango requires an affidavit stating the loss, we would also need a copy of your identity document, and banking details i.e. bank statement or cancelled cheque. Once these documents are received a claim is processed. I trust the above information will be of assistance to you. Should you require further assistance in this matter, please do not hesitate to inform me. My response: Thanks for your reply, I must admit I am very disappointed in Mango's response. So I can claim for R140? The lock that was broken is worth more than that, never mind the repairs needed on the damaged suitcase. The watch and two pairs of shoes that were stolen while in Mango's possession is a total value of R3500! I have done over 40 000 air miles this year and not had one incident with your competitor airlines. Being delayed, causing inconvenience and additional costs and the invasion of privacy will be taken further. Mango is a disappointment and I will ensure my experience is conveyed through various communication platforms. No response from Mango…………

Once again having booked Mango they are delayed by more than 4 hours despite their message when you call the Call Centre saying they are the most on time airline Calling the call Centre only connects you with a brain dead customer service specialist? who cannot do anything except make useless comments about not being able to do anything to help you. The last straw is they get bailed out with government funds yet they still operate a useless airline with sheltered employment for those who otherwise would not make it in the real world FLY MANGO AT YOUR OWN RISK AND EXPECT THE WORST THEN YOU MAY NOT BE DISSPOINTED! Last time we use that useless bunch of oxygen thieves!

Me and my partner took the Mango flight on Monday the 21 st Dec from George to OR Tambo. 1, flight was delayed. 2, as soon as we got on the plane there was a terrible smell. Not sure if the toilet wasn't cleaned from the previous flight. 3, the hostesses in front sitting relaxed eating while a fully booked plane have to wait for the hostess at the back to serve us with snacks. When she eventually got to us there's nothing available that we want to order. Only option of soft drinks was coke and lemonade and many other food items was also not available. How can you provide a service if you don't have stock. 4, We couldn't land at OR Tambo because of the bad weather so we had to land in Durban. That I can understand because its a natural cause. The sad part is that no one was able to go to the terminal or stand outside for fresh air. While seated we couldn't order anything from hostess. We waited for just more than a hour. When we took off again for Joburg we still couldn't order anything. When we landed in Joburg we waited for 50min to get our luggage. We were supposed to land at 16:00 but only landed at 19:25 and left the luggage carousel at 20:15 It was a terrible experience

We booked a mango flight which was scheduled to leave on the 11 Dec at 17:00, flight number je547. We arrived at the airport at 14:30, checked in our one bag and went to the slow lounge. Our boarding pass showed that boarding started at 16:30 (we can send a copy if necessary). Although the flight board did not show that our flight had started boarding we proceeded to the gate (e5) that showed on both our boarding pass and the flight board. We got to gate e5 at 16:40 and took a seat in the front row of seats. The other seats were mostly occupied and there was no one boarding the plane. For the entire time we sat there no one boarded the plane and the flight board did not indicate that the flight was boarding. At 17:05 my boyfriend went to the front desk to enquire what time the flight would actually start boarding as we had arranged with Avis to pick up a car rental and wanted to change the pick up time. We were then told that we had been bumped from the flight as our names were repeatedly called and we were not at the boarding gates on time.this was ridiculous as we said right in front of the gate and did not once hear our names being called. I thought she was trying to make a joke. We then proceeded to the mango customer desk where we received the most shocking service. We were told that we did not act reasonably as we should have asked the lady at the boarding gate way earlier what time the flight is departing and that the flight actually started boarding at 16:15. She further informed us that we would have to wait until the next day to get another flight to PE - which we would have to pay for ourselves. She was extremely rude and had no compassion at all for the fact that we had just missed our flight and would have to re-book our accommodation and rental car. She also told us that it is impossible that no one checked in within from 17:40 onwards and that it is therefore not possible that we could have been sitting there since then. We then asked her to check the cameras that will prove that we were there as she clearly thought that we were lying. We then asked about our bag that was checked in and was told to go and collect it from baggage at arrivals. We found the mango office easily and saw out bag amongst other and proceeded to take it. No security or request to prove that the bag was in fact ours! To summarize- 1. We were at the airport on time 2. Our boarding passes indicated 16:30 as the boarding time although this was changed without our knowledge by mango 3. The flight board did not indicate that the plane was boarding 4. No one boarded the plane from 16:40 onwards 5. It implied by mango's rude service staff member that we were lying to her 6. There is no control at the baggage pick up and any person wanting a new bag can just walk into the arrivals area and go to the mango office and pick a bag

Flight: je251 depart: ort 11h00 arrive: ushaka 12h00 ref: nbxsalh sequence no: 107 what happened: - upon arrival at the or tambo airport around 10am I was told (By a coloured young man at the 3rd teller counter on my right, I did not notice the number) that my hand luggage was more than 7kg and needed to be sealed and checked-in. I have a navigator in the bag and mentioned to him so we tried to find something to break the seal but to no avail, so I ended up checking the bag in as was. When I arrived at shaka airport and my hand luggage arrived, I noticed that my silver bag (Which had the navigator) was wide open with all my belongings protruding from it and without the seal. When going through the bag, I discovered that the navigator was not inside. Kindly advise the process for claiming in this regard as well as investigate how/who broke the seal and took out the item from my bag. I would expect that there are cameras in the whole vicinity of the airport so this should not be difficult to investigate. Should you need further details or clarity, kindly contact my cellphone on [protected]. I have attached my ticket information for reference purposes.

Good day We flew on flight JE166 from Cape Town to Johannesburg last night. What a nightmare, after sitting an hour on a plane with no aircon working, with our 7month old baby we were told to disembark the flight. They said we could not get our baby pram and had to go all the way from departures, to arrivals, and check in again! She was so hot and tired and had to pram to put her in. We had to board at 7pm, and had to wait another hour with no aircon to only take off after eight. Once we finally arrived and waited for our luggage her baby chair that had been wrapped and was checked in under fragile had been damaged. But to make things even worse 1 of our luggage bags had not arrived in JHB, with all off our baby’s luggage in. They said the bag is still in CAPE TOWN. This is the worst service I have ever came across in my life, my pour baby had to go through hell. I would not recommend anyone with a child ever fly’s with Mango! Id: [protected]

I flew with my son on business from Durban to Cape Town return on 26.11.15. I paid for the flights using my UK issued credit card. I am resident in the UK and South Africa. On checking in at Durban airport the check in attendant refused to accept my UK drivers license as proof of my identity. This UK license was issued to me in the UK, replacing my SA drivers license. She required that I produce a South African drivers license or my passport. I said I was not crossing a border so was not carrying my passport and explained about how the UK issues their driving license to replace the SA license. My UK drivers license is accepted as proof of ID by officials in countries all over the world. Furthermore the Mango Terms and Conditions of ticket issuance, paragraph 6.3 states: Your booking confirmation number and proof of identity (i.e. a valid passport, South African ID book or drivers license) will be required for each individual checking in. This term specifies "or drivers license", it does not specify "or a South African drivers license". The Mango Terms of ID acceptance are illegal and sadly the staff are so badly trained that they are unable to understand that a UK drivers license is legally acceptable to authorities in South Africa. This service was completely unacceptable and we will not fly with Mango again.

I am contacting you with regards to a major incident that occurred on 22 November 2015. On 22nd November, my wife and I landed at OR Tambo International at 21:15 through your Mango carrier on flight JE288. Whilst disembarking, we had to use the "un-lit" metal stair case to get from the aeroplane to the parked bus. My wife, who was wearing a sneaker with more than sufficient grip, slipped on this stair case, twisted her ankle and fell down the stairs. There was absolutely no assistance from any of the staff on site! In fact, I had to quickly pick her up in order for people not to fall over us whilst we were on the floor of the staircase. On Monday 30th November I called the Mango Call Centre only to be told that I could not report the incident to call centre but had to send an email to Enquiries where it will be handled. This, yet again, is another frustrating process in order to get appropriate action on this incident. This health and safety issue is grossly unacceptable and leads to negligence! It has caused immense pain and suffering to her and her ankle is still not healed. We have taken the onus upon ourselves to get my wife’s ankle checked by a doctor. Can you urgently please investigate this matter. Regards Aveshen Moodley [protected]

Myself, my disabled daughter and caregiver booked on flight from OR Tambo to George 21st November. I advised them beforehand of her small luggy wheelchair with battery. It folds like a case. On arrival the staff member at check in point 103 said take out the battery. After crawling for an hour on the floor trying to get the battery out and asking numerous times can't someone help, we decide to leave it there and let someone fetch it and take it back home. She put the luggage through check in and said excess of 20 kg! I was asking how is that possible. We are allowed 20 kg per person! She said 2 x 20 kilogram! I asked her if my daughter in the wheelchair is a person or not!? She said oh! The tickets were in front of her as well as the Id's. She could see 3. She then grabbed my hand luggage (correct size) and put it also through the check in. She said R550 for excess! I said its my hand luggage and she said you wont be able to handle it. How do she know what I could handle or not!? That's why I also do have the caregiver. I paid and said could someone please assist with a wheelchair... They were just standing hand folding. It's really so unfriendly. So, I paid discounted rate for Mango and then they make the difference up in luggage?! My daughter was so quiet and asked if I'm ok because she don't like that they treated me like this. She wasn't born disabled, its also after bad after care in hospital. I had to buy a wheel chair in Mosselbay! Rest of holiday we were on a tight budget because of the excess paid for wheel chair and luggage - R5000. It is really unacceptable to be treated like this. We were not criminals just people who want to go on a holiday - first one in 5 years! I hope we wont have this problem when we return on 5th December from George to OR Tambo. The crew were very kind and helpful and hats off to them. Magda Botha [protected]@mweb.co.za I hope someone will read this and not just delete it.

Please understand my flight with Mango was really very pleasant, this is a complaint about the lady who booked my luggage at Lanseria Airport on October 28th 2015- flight from Johannesburg to Cape Town. When I checked in at the counter the stewardess took my ID and asked to see the credit card used to purchase the ticket. I explained that my company booked the flight as I was in Johannesburg on business. Very rudely she told me to go the guest desk. No explanation as to why I had to go to the guest desk. Nevertheless I went and a very friendly lady helped me. No problem. I returned to the original lady to complete my check in and she gave me my boarding pass. I then proceeded to the security check point so as to make my way to the gate. I went through 2 security check points- 2 different people. When I sat down to have a coffee before we had to board I looked at the my boarding pass and noticed that I was given a ticket made out to MR.Roselt. I am clearly a MRS and what's even more confusing is that I handed in my ID every time they checked the boarding pass. So frustrating as the lady at the check in counter was, more alarming was the fact that 2 security guards did not realise the mistake. Had I not checked when I did I would not have been allowed on that flight. So my question is what are you paying your ground attendants to do? Not only did I have to backtrack through security back to the rude lady, but she did not even issue an apology for what could've potentially kept me in Johannesburg longer than intended. And again, more alarmingly, how could 2 security guards look at my boarding pass and my ID and not notice the difference. This is a cause for grave concern as at Lanseria Airport the loud speakers are constantly blaring the warnings of terrorism and baggage not claimed being destroyed. I do not want to use an airline where the safety and security of the passengers are not the highest priority. Unfortunately I was too upset to take names. In hindsight I realise one cannot hold anyone accountable without evidence. So really this is just a general statement to up your security and training of your staff. I would not have complained for the reason stated above (that I could not name anyone) except today in my inbox I received a request from Mango to rate the service. So again, my flight was very pleasant. Awesome pilots, friendly stewards on board. However the representation you have at the airport needs upgrading.

On 05 november 2015 I was booked on flight je548 from pe-or tambo. When I arrived at the airport to check in 15:20pm I was notified that the flight was cancelled due to technical difficulties. The front desk attendant was unprofessional and the company as a whole has left a sour taste in my mouth. Firstly the company knew from 14:00pm that the flight was cancelled no concerted effort was made by the company to inform us customers of this. Secondly we were told we can not get a refund for the flight so we can book alternative flights. That is nonsense especially given that the company is responsible for this error. We made arrangements and plans. Thirdly we are told that I could only take the 19:00 flight mind you I have to stay in the airport for an additional 3 hours. Where exactly am I to sit and what am I supposed to do in the interim. This company is a poor excuse of company with shoddy service and sub par customer care. They have no value for customers or there needs.

I was double-charged on my credit card, and I was promised a refund within 14 business days. It has been a month since my flight. I have called customer service 3 times so far, and they tell me that "my refund has been processed" and that it "should be there by now." Well, that is fine and good, except that my refund never arrived. I am now R3228 poorer, and I am never flying Mango again.

I was travelling on flight JE161 scheduled for 18 :30 pm from O.R Tambo to Cape Town on the 8th of October 2015. Firstly the flight departed 20 minutes late. I didn't mind that even though there was no apology or explanations. We got to Cape Town, I took my bag from the ever stop carousel and headed home without realising my bag locker has been broken and my bag broken into. When got home I found 2 pairs of my expensive sunglasses stolen. The next day I went straight to the airport to report it! I was told I didn't have insurance! Seriously ? So peoples's bags are broken into and thats the explanation I get? I tried contacting the airline via email to no avail or response ! I since have trust issues! Im disgusted and hope people will stop using this airline!

We took flight JE543 on Sep 25th from Johnesburg to PE, and the fight attendant named Michael was very rude. The first time was when we asked for some hot water for the baby before take-off, and he said indifferently that he'll do that after take-off, and we never saw the hot water. The second time was when the plane was preparing to land, my baby was sleeping, and I asked him for a baby's safety belt so I can carry the baby. But he refused me with a ruthless face and no explaination at all, regardless of whether the baby will cry if I put him on the seat at that time. But we took other flights in South Africa twice later, the same situation happens again, and the flight attendants all give me the safety belt with patient explanation. During the whole flight, we didn't see a smile or courtesy face from Michael at all. It was the worst flight we've taken so far. We feel discriminated. We would like a written explaination and apology for his behaviour, my email is [protected]@qq.com.