Mango Airlines
Reviews and Complaints

I have tried doing an online booking on 4 different occasions with Mango and their system seems to be having technical difficulties however no difficult when it comes to taking the money out of your account and not producing you with the confirmation statement. On another occasion after I made the booking confirmed payment the system says flight is fully booked and sold out yet this was not the case. So, I tried again to book and the same issue arises. The lady's in the refund department are rude and arrogant. Staff members of mango helped desk and customer care are incompetent to deal with situations.

Good day

This is unacceptable to be delayed for more than a hour due to crew not being on time.

Flight JE701 (Mango Jhb - Cape Town) was informed about delay and said departure time is 7:20 it is 7:20 and still waiting.
Why is there time frames if customers need to wait for crew members. Why are we paying for a service and not receiving it in a timely manner!

Not a happy customer!

Dear Sir/Madam
Ref: Damaged Luggage
Flight: JE162 1st of January 2020 time 17:50 from Cape Town to OR Tambo Airport Johannesburg (which was a delayed flight and only left at 7.30pm
I flew with your airline on 1st of January 2020 between Cape Town and O R Tambo Johannesburg
My checked in luggage was damaged on arrival at OR Thambo and taped with a security sticker on it when arrived.
Under the Montreal Convention I would like to claim compensation for my damaged luggage. This is going now for nearly a month with no reply or any communication from mango.

I've been in contact via your customer care email with no response from your side for the past 4weeks.

Obviously the way you handled my baggage is exactly how you handle your customer service, and its pathetic.

I would like to be reimbursed for damage baggage as this is unacceptable.

I would not recommend your airline to anyone and nor will make use of it in future.

Thanks UJ Boshoff

Good morning
I trust you are well.

I would firstly like to commend Mango Airlines, as they are always professional, mostly on time and your staff are pleasant, therefore you will soon understand my absolute shock and horror when my parents mentioned to my sister and I how horrific the above flight was!
1. Flight was scheduled for 13.15 - this was delayed by aprox. 1 hour
a. Reason - staff was looking for a bag that was not supposed to be on the flight.
b. After the bag was found - there was a " Technical Error" with the AC
2. Flight left OR Tambo approx. 14.11pm on the 12th Jan 2020
3. Take off was shaky
4. Once the plane was airborne the turbulence was unbelievable
5. The skies was clear - therefore weather was NOT the cause!
6. The pilot was flying the plane so fast - that plane was shaking tremendously
a. So much so that people on the flight was screaming and shouting "Don't Crash"
7. My parents and I'm sure other passengers were crying and terrified that they were going to lose their lives!
8. Your flight staff could not even offer the passengers FREE beverages to help them calm down as a courtesy!

PLEASE go and check the black box if you think any of the above is a false accusation.
Can you imagine how we must feel that we cannot be with our parents when they felt this way all because Mango's Pilot on the above flight flew that aircraft in such an unruly manner. WHY? Just to make up time for your precious schedule?
I would rather the flights be delayed than to risk the lives of innocent people.
I would like this matter be investigated as a matter of Urgency as this is totally unacceptable behavior, and we expect full feedback on the investigation and the consequences thereof to the pilot.
In the interim, please know that my sister, our entire family and extended family and I will no longer be using Mango Airlines. I will also be taking this to social media where plenty of our friends and family know that this is the type of airline that operates in our skies.

I am complaining about your bag service department. There was a lady by the name of Noluthando who intentionally made our flight leave us. We came in time, family of 4.
We has 5 bags. When we got there, she told us about 20 kg per person rule for a laggage that we had to comply with. We paid R605 for excess of 4 bags.
First she said she wants to see the kids, i do not know for what.
Second she was waiting at last door to tell us to pay for the other bag. She had a swipping machine with her. When we wanted to pay she refused. And also when we insisted that we will carry plastics seperately from the bag. She refused. They did not even inform us about the bus taking off to the flight, while at the door.
The flight left us while we were at the last door.

Then we had to pay for another flight, something of almost same price. The very same bag that she was complaining about. We entered with it without any queries in the next flight.
I suspect this is a team working to manipulate people. I also want to find if there were people on our seats?
I am writing this so we can have a refund on this.
Flight JE151...

I have been with mango consultants for over 2 hours this yesterday morning 6 Jan 20 and nobody has been able to resolve my issue.
I was trying to book flights for 2 adults, leaving Durban on 8 Jan 10:20 flight R1379 and returning 12 Jan 10:40 gomango low fare R599 bringing the total to R3956, but when I make payment it says flight sold out.
When I called again the same morning, 1st consultant says flight is available and I should use another laptop, of which I did and as soon as I make payment with credit card, it says flight sold out, when I use a second laptop and mobile, the low flight is still available and seems as if mango doesn't want to allow me to pay for this low priced flight. On a 3rd mobile, the return flight showed available but at a higher price.
Called again and second consultant says flight not available, 3rd Consultant, Sello says flight is available and put us through to guest services after waiting half an hour for service on my cell. Was then told that Sello will call back, but no call yet, its been almost 24 hours.

Bad service and pricing fixing is not on as mango needs to honor the flights advertised and explain what's the glitch that flights show not available on certain devices and available on others and for the low mango price and high prices for same flights on different devices.
Called Kevin at 15:26 and he says flights sold out and did not have any customer etiquette. I asked to speak to a manager and he put me through to customer services, to a Nondi. She confirmed flight may be available but couldn't confirm booking as their systems were problematic and keeps logging them out. So after a half hour she managed to book the flights, but I had to pay an extra R600 service fee for the booking, which was pathetic, since their system was not allowing me to book the cheaper flight on my device at home. They should have at least given me that concession since I brought up a valid issue and even emailed their Enquiries with pictures and confirmed the issues with their consultants. Still no reply from enquires email as well.
This is certainly not my first experience with this and would not recommend this airline.

Regards
Vishal Jaynarayan

My flight number from Durban to Johannesburg was JE284. Due to take off at 19:15 on 3 January 2020. We only took off at 21:30. Arrived in OR Tambo waiting for a shuttle to take us to the airport for 30 minutes inside an aircraft with no air-con or ventilation. arrived at the airport to find no trolleys. Waited over an hour for our luggage to arrive. eventually we walked out the airport at 00:30. we were over 4 hours delayed.
shocking poor service from Mango.

We flew on Mango Flight no JE147 on the 14th December 2019. This was the worst experience of flying domestic that we had:
1. we arrived at check in at 1pm to be told our flight was slightly delayed and we will be boarding at 15:10 instead of 14:25, which we acknowledged and went through the gates
2. On going to board at 15:10 we were told there is no plane yet and we will only leave at 16:35
3. Once again we went to start boarding at 4pm and we were told there is still no plane and we will only be leaving at 20:40, when we asked what the problem was, we were told that the plane is grounded in Durban, we saw a Mango plane being parked earlier so we asked if that plane could be used, and we were told there is no crew and a plane has now left to fetch the crew in Durban
4. The plane arrived at 9pm and we boarded at 9:15pm only to sit on the plane until 11pm, as there was now extra baggage which was not accounted for. We eventually left OR Tambo at 11:05 pm and landed in Cape Town international at 1am
I am absolutely shocked and disgusted at the service we received during the 8 hours we were stranded. No one ever came to talk to us and explain what was going on, everytime we spoke to someone it was a different story and some of the staff was downright rude. We asked if we could get a refund and book another flight with a different company, we were told " thats not our policy, just sit and wait a plane will come available and you will get to Cape Town" when asked when the answer was simply "whenever"
No one came to offer us assistance or give us a food voucher or ask if we had accommodation or transport when we landed as it would now be Sunday morning.
For me it was extremely difficult as i am diabetic and i have an auto immune disease. I need insulin injections 4 times a day and the insulin needed to stay cold, i had to throw out 2 full ones as they were warm. I also need to take medication between 6 and 7pm and my meds were in my suitcase which was somewhere else in the airport also waiting to board a plane, i had no idea we would be stuck at the airport that long.
I am absolutely angry and shocked and annoyed at the lack of compassion of the staff at the airport, absolutely no feelings for us and what we were going through, there were little children and elderly people on the plane.
This day will forever be ingrained in my mind and i will do my utmost to never fly with Mango again. Your staff was so incompetent its scary.
My husband also called your customer care centre and they werent any help either.
Terrible and shocking service.

Regards
Carol von Falkenhausen
[protected]

Flight to Cape Town was wonderful. I decided to change my opinion of Mango's until then ineffectual work ethic. My return flight was a nightmare as i was accused of holding dangerous materials - non-toxic craft glue which I had asked about and had given away. The Supervisor, Oyama did not check her facts during the 85min delay and demanded that my colleague and I unpack our hand luggage in front of everyone, treating us like criminals. Our checked in luggage was also removed from the flight, causing us to lose our place and to return the next day after paying more, finding accomodation, not getting a seat on the next flight and delays until midnight. There was no apology either when the Supervisor realised she was mistaken. The Airline behaves like gangsters, which is a pity as some of the young staff were proffessional.

Good day I booked a flight on mango je 268 initally scheduled for departure dbn king shaka to jhb or tambo 17th dec at 15h45 delayed three times already now departing at 19h15 what the hell is going on this is [censored]ing ridiculous never will I fly with your flippin use airline again I would rather pay moreand fly with safair you ppl are utterly useless. I probably wont get a response but to [censored]ing hell with u. Regards [protected]

Hi.
I booked my ticked at front desk and was told to stand at desk 76.
After about 20 minutes desk 77 asked me to come to her "next booking". I said nothing and just handed my ticket to the lady. After 15 minutes of unable to find my flight, the lady suddenly looks up and Said, you not going to cape town, I Said, no one was talking about cape town, and told her the paper I have clearly indicates Durban flight. She got upset and said she called me for caoe town flight. I repeated, the paper flight info never changed, she then proceeded to say, "if I don't accept I am wrong and she is right, I will be kicked out of the line and miss my flight"

WOW... WOW... as a paying customer and you get your money from our Bookings, how on earth did I find myself in this situation on a Tuesday morning.

Your airline should be closing it's doors next.

Regards
Mark McCutcheon
[protected]
[protected]@hotmail.co.uk

We were scheduled for departure from King Shaka International Airport on the 5th December 2019 to Lanseria. Due to a starter blowing up we have been delayed till 20:10. My father in law just came out of surgery and I was goimg to see him... Now we can't. Please advise how we can at least compensate for the inconvenience caused. Peter Carstens [protected]

Today I flew on the mango j152 flight seat no 18f from Cape town to or tambo. My suitcase was fine when I boarded but when it came throughthe carousal the breaks were broken and I could not stand my bag upright. I now have to purchase a new bag, something that I was not planning on.I am very disappointed and angry withe way baggage was handled .So how will I be compensated?

I have made a booking for 4 people for the 5 October from OR Tambo to Durban - reference number - STKNSR, upon arrival for the flight, it was delayed by an hour - we needed to be in Durban for a wedding at 3pm which we were late for. On the 6th of October our return flight to OR Tambo reference number - STKMPM, our arrival time was meant to be 9:35 pm- the flight was delayed by 2 hours we only arrived at OR Tambo as 12:15. I had my kids travelling with me who needed to go to school the next day could not and my husband who was travelling to Namibia the next morning tired . I called on the 6th once I received the SMS stating the flight was delayed requesting to be put on another flight, however the agent was able to assist. I am extremely unhappy with the service I have received from Mango as I had spent over R6000 for my flights.

Good Day. To whom this may concern.

I trust this message finds you well. I flew mango airlines from Lanseria to Durban on Sunday (27/10/2019) evening. My flight had been delayed for almost 2 hours. It was an auspicious day and I didn't make it in time to get home to my family. I'm a regular flyer and I've decided to use Mango airlines this time around and I was really disappointed. Despite my flight being delayed, Your airline has the most arrogant flight attendants and those working at the airport weren't of any help, sending us to different gates, flight numbers not shown on the list at the airport, boarding gates changed at the last minute. It was pathetic, I will not fly Mango airlines, and I'm definitely going to use my media platform to make other aware of your poor services. I hope your organization prides itself in what it does and not just push people around because you guys have a big company.

To whom this may concern

There is a huge problem that Mango airlines continually seem to have. I have used Mango airlines often now and there is always delays on urls flights. I flew last Friday the 18/10/19 and we where delayed for 3hours, i am flying again now, Friday the 25/10/19 and the flight is delayed again due to a technical problem, we dont have a time of departure as yet.
Both flights wer from JHB to Durban.

My company as been informed not to use Mango airlines as their service provider going forward.

Regards
M Ganess

Mango was a nightmare. There was no prior notification of the delay. Nothing was mentioned about the delay when I checked in my bags. The consultant issued my boarding pass and even though the flight time was amended on the boarding, she failed to mention it.
Only when I verified my details, I noticed the time was different. When I informed her that the time on the boarding pass is incorrect, she said "times have changed" with no further explanation.
I understand that sometimes circumstances cause delays but Mango did not care about their passengers at all. We waited for hours with no explanation and no apology.
That is an airline me and my family will certainly never use again.

13 October booked flight from CPT to JNB departing 19:00.
Arrive at 17:30 with ample time for boarding and settling in. Only to be told on arrival the flight had changed to 21:00. Whilst gathering information the flight subsequently changed again to 23:00.
Now being 5 and a half hours early at a tiny airport we were given a R120 consellation prize of a food voucher. Nothing in South Africa costs R120 anymore. And R120 is inadequate for the inconvenience.
At 22:00 the flight was rescheduled to 23:30 and again at 22:30 to 00:34.
We finally left at 00:45.
Resulting in my arrival at home at 4am on a Monday morning, the time I wake for work.
Being told, oh, did you not get a message... no Mango, NO ONE got a message.

Then being hurded like cattle on the plane to suit the weight restrictions now imposed as many guests did not make the flight, so pre booking and seat selection a mere joke.

And the Caltain having the audacity to reprimand clients on the plane for their disdane and discomfort.

Absolutely shocking. I will post on every platform I can find. I work in tourism, with one of the top travel and tourism entities in Southern Africa for 30 years.

You have no common decency, and no regard for any of your passengers livelihood nor the people coming to collect.

Just plain shocking!

On 10th September 2019, I booked a return ticket, booking reference SSKKWJ (Durban to Capetown). I was due to travel on the 11th October, but unfortunately lost my gran two days before. Obviously I was distraught and cancelling a trip to was the last thing on my mind, I didn't go. Phoned Mango customer service today (14/10/2019) and was told the money is nonrefundable!
What kind of business is this, Mango is stealing from their own customers and allowed to do so!? Not even a cancellation fee...THE ENTIRE TOTAL OF MY HARD EARNED MONEY!
This is so disappointing and unethical!

In January 2019 I booked 2 flights with your airline from George to Johannesburg departing on 29th September at 14:20 hours, arriving in Johannesburg at 16:00 hours. This gave us plenty of time to catch our flight from Johannesburg to Melbourne, Australia via Perth booked that evening with SAA at 21:15 hours
In August I paid for excess baggage of 25kg Voucher 0034260704W and my itinerary was reissued, the flight time had changed to 16:30 hours and I was not sure if this was an error or the flight departure had changed.

On arrival in George on the 3rd September, my party went to the Mango Airlines Customer Service Desk to check on this flight, we were informed that it had in fact been rescheduled to 16:30 hours arriving in Johannesburg at 18:10 hours which still allowed enough time to make our connecting flight to Australia.

However when we arrived at George airport on 29th September we discovered our flight was delayed till 18:00 hours, making us concerned we would miss our flight to Australia.

On 29th September we discovered that flight JE826 was delayed till 18:00 hours due to we assumed the bad weather that day. Upon check in we made the ground staff aware that we had a connecting flight from Johannesburg to Australia at 21:15 hours that evening and we and my other 3 travelling companions were assured that we would be there in time to catch that flight.
This unfortunately was not the case, and the flight was closed when we finally collected our bags.

SAA customer service was closed and my friend and I were told by Airport Security that Mango would be able to rebook our flights with SAA, which is where we found our other 3 travelling companions, who had been discussing for a while the fact that we had missed our connecting flight due to the delay in your Airlines arrival time.

The 3 people they had spoken to Chantal, Venceia and Steven had all tried to assist, but could not do much. They had apparently asked to see the Team Leader, one of whom had refused to come out of the office and had in fact admonished the staff members who asked for their assistance on our behalf. Their names were Numhle and Boitumelo I believe
I spoke to either Chantal or Venceia and was informed that Mango Airlines had no liability to help us as per the conditions of our tickets.
One of the Team Leaders did agree however to pay for 1 nights accommodation for the 5 of us and arranged it for us.
We found Cynthia very helpful in taking us to the area where all the hotel shuttle buses arrived and departed from to take us to The Aviator Hotel, and thank her for taking the time to help us.

We returned the next morning and advised SAA the customer service staff member that we had missed our flight the previous day and the reason was due to our flight with Mango Airlines being delayed, only leaving at 18:30 hours.
I asked what they could do to get us to Australia, we were not advised to discuss the matter further with Mango Airlines.
After about 30 minutes we were told that a flight back to Australia would cost AUS $1779.36 per person, and it appeared we had no choice other than to pay the amount asked if we wanted to get home that day.

I did go to Mango Airline Customer Service Desk to get written proof of the said delay from George to Johannesburg for my Travel Insurance Company.
This letter is signed by Patricia Kgabi (Team Leader) and also has Bianca van Zyl (Airport Manager) name on it.

As I have since found out that you are a partner airline of SAA and your team leaders on duty that evening should have been able to rebook our flights back to Australia, I expect at the very least an apology for Mango Airlines poor service.
My travel insurance company wants to know what you intend to do about this incident, and if you plan to offer me a refund or not.

I need this information in writing as to whether you are willing or not to offer a refund.
After a fabulous holiday in South Africa, the experience of dealing with Mango Airlines had been extremely disappointing, with the provision of one night's accommodation & Cynthia being the only positives in the whole debacle.

I await your timely response. My email address is [protected]@gmail.com

Regards

Lynne McClean