Mango Airlines
Reviews and Complaints

My husband and son flew on Mango (JE129) to Cape Town from Johannesburg this morning. Upon arrival in Cape Town, my husband was told that my son's bag had been left behind. He was advised the bag would be dropped off at the hotel at lunch time, and then followed up once lunch time had passed, and was then told that there were delays in the flights and the bag would only arrive at about 5pm.

This means my son has had to go to the beach without being able to swim as he had no costume, he couldn't change into more comfortable clothes, use a Jersey, etc.

The mere fact that the bag was somehow left in Johannesburg is very surprising. That my husband needed to contact Mango to follow up after a lapsed deadline on their part, is shocking.

I would like compensation for the inconvenience caused to my family. This was a once off trip for father and son and it has already started on a bad note.

Please can someone urgently contact my husband Andrew on [protected].

If there is no reply within 24 hours I will log a Hello Peter complaint.

Further to this complaint, there happened to be no life jackets under my husband's seat, or the young man sitting next to him. When the flight attendant was asked, he said that he would bring one but this wasn't done. This is a massive complaint that should not be tolerated! Peoples lives are at stake!

The food listed in the menu was not available, and the seats were filthy.

I'm really disappointed that their personal trip has suffered such a set back.

Gail

Several other passengers and I departed from OR Tambo to Cpt on flight JE135 on 25/01/2019. When we landed some of us were told with no care in the world that our luggage was left in Jhb and we might get it later or the following day. None to say it's way after 11pm and still no luggage received. When I called the luggage assistance and call center the phones were not being answered and now all we get is an automated voice message telling us about Mango office hours. I am left stranded without my personal clothing (including underwear) and having to deal with an airline that clearly doesn't care about customer service and the fact that you have to communicate with your customers to let them know what is happening with their luggage that THEY left out from the airline. All I want is my luggage and in tact! I had commitments that I had to attend to and I couldn't as guess what... I have no luggage or clothing. Mango Airlines owes its customers an apology and I'd like for this to be resolved urgently

I Mrs S. Davids was booking a ticket online using my credit card. However I was having a difficult time due to freezing on the website or maybe because we normally have bad network in our area. Whilst booking the ticket after adding the credit card details I tried to edit the route cos I had noticed the route was Durban to Lanseria Instead of Lanceria to Durban. I was booking the ticket for my mother in law. So whilst trying to edit it the phone was jamming ND I experienced the problem on the page ND it went out. When I managed to log in again I received a confirmation email saying ticket confirmed I called mango immediately to change the route ND was told there is a service charge of R380 so I explained to the gentleman that the ticket was R359 how can I pay R380 to amend the ticket he said the department is closed ND I have to pay to make changes. So I rebooked the ticket after struggling again. I need a refund for the amount of R359. Or even a voucher for the amount or a open ticket but I don't think it's my fault that I should pay R380 administration fees to change the ticket. Please assist me in resolving this matter ASAP. Many thanks
Mrs S. Davids
[protected]
56 Thrush Place lotus Park. ISIPINGO Durban.
Email. [protected]@gmail.com

Booked return flight tickets on South African Airways from Cape Town to Nelspruit (14 Jan 2019 to 28 Jan 2019) which means flying with an outsourced Mango flight to OR Tambo International Airport and then taking another flight with SA Airlink to Nelspruit. I was supposed to depart Cape Town @ 13h45 on Mango flight JE154 but it was delayed for some reason not properly explained to all the guests on board. Eventually the flight took off at 14h45 to OR Tambo and got there @ 16h45. At that stage the check in for the flight to Nelspruit has closed and the flight was about to start boarding. After waiting for more than half an hour for my luggage the flight to Nelspruit has already taken off and I had to book another ticket for the next day as well as book a guest house for the night which amounted to R2500 - the same amount I paid for 1 ticket. When I went to the Mango Help Desk - which can't be called a help desk at all because the personal there are most unhelpful and abrupt - they informed me that they will only give me a voucher if the flight was delayed for more than 2 hours. This is an utter disappointment for someone who has never had any problems with Mango before. If nothing is done about this matter, social media is the only way to expose what Mango is doing to paying customers - and their tickets don't come cheap these days.

I have not received feedback about a missing bag since 30 December 2018.
I phone all the numbers I can, a few times a day and no answer or update can be given.
I even go the number of supposed managers called, Brenda, Bianca and Wally and none of them answer their phones or return my messages I send. Of course I am frustrated beyond belief, but Brenda could not relate (something anyone in the service industry needs to understand) if your airline is at fault, the last person to get upset with is the person you upset in the first place.
Understandably you are a big company and don't have to care about one little fish in the sea, but honestly you need to work on your reaction time (or just a reaction as I have had none so far)
I have to phone daily, my phone bill to you is more than my return flight with Mango.

Your lack of care is non existing - I had only one lovely grounded flight attendant that took the matter to the head of HR, which reacted in a "oh now it matters and I must call" response and was rude to me from the get go and claimed she didn't know about my case at all, this after I have left messages on her automated message system daily? She was super uninterested and this just fuel my frustration which lead to her moving the phone away from my ear while I was explaining the situation - I figured this out when I asked her two questions and she didn't answer and I had to shout to get her attention - I confronted her about this and she just put the phone down in my ear.

It is now 14 January - when will ANYONE own up and do their jobs?

I don't even know what else to type but that your airline's customer care and lost and found unit needs a reshuffle - not even your seniors are doing their jobs properly - I feel sorry for the team under them, is this is how they treat a client/guest, how do they treat their team members ?!

Mango - you suck at this stage!

Follow the instructions... share with 20 people and get free tickets... we'll what a load of tosh!
*Mango Airlines giving Free tickets to 500 People to celebrate its 15 years*. Get your free voucher at : http://www.flymango.com-free.win

Shared and click on CLAIM TICKETS and get this message...
"Error! Sharing with friends not completed yet!

You must share to continue "

Flight to George delayed mango changes gate and then gives out vouchers for food but doesn't give everybody, [censored]e service and think it's disgusting that not all were issued a voucher when boarding takes place. To make up for their delays, didn't even announce that they were giving vouchers, shocking and very bad way of doing business, also all this after traveling from long haul flights other airlines are better than this

I was flying from Porr Elizabeth to Oliver Tambo on 3 January 2019. My flight was JE 536. We gatheted at the carousel where the luggage would be send to. Eventually the carousel stopped, and 6 of us did not get our luggage.
We had to go to the office to investigate and present our boarding passes. Only then we were informed it was at a different carousel.
This is shocking!

I am travelling to Dubai later today. I could not check my luggage through I was informed. But I got fined for the 2kg I was over the limit though.

Another domestic airline in SA allowed me to fly although my luggage was 2kg over. The staff member understood that I was coming home using an international flight. Therefor, I will not use Mango again if I can help it.

Hi, I am utterly disgusted in the ill treatment of a frail old person this morning at OR Tambo airport. All we asked for was assistance as she could not walk by herself, and the manner this service was given is a disgrace, especially the attitude towards willingness. Just want Mango airlines to note that we will not make use of their poor services again in future.

I never ever complain, however.. This story let me tell you is despicable!... A 90 year old assisted passenger has just had all of her Christmas presents to her Children, Grand Children and Great Grand Children stolen, thanks to Mango flight number JE259 JHB to Dbn. Her suitcase was locked with a padlock, not a [censored] padlock either. It was an internal flight as mentioned, it seems that maybe the need need for wheelchair assistance, has left her "present - less" and she has been taken total advantage of! The gifts were by no means hugely expensive - chocolates and "clicks 3 for 2" gifts) even a perfume that she had been saving for was removed out of the box and the box left behind!. The lock to her suitcase was ripped off! This is totally and utterly unacceptable! Surely you do the same checks that any company conducts when hiring staff! Happy Christmas Mango, you had better make right this particular situation as this will not be swept under the carpet, you need to take responsibility for your actions and for any other person that has been placed in a similar situation, at this time of year!..

We travelled with Mango on the 20 October from Johannesburg to Durban on JE253. We were extremely early for our flight and checked in hours before departure. When we were boarding the flight we were stopped by a staff member named Lee Douglas. She stated that she had to take both our carry ons away as they did not have Mango tags. We told her that both of them were well under 7kgs each and there were 3 of us travelling. We also stated that there was no way we wanted to be parted from our bags as all valuables were in the carry on (laptops, jewellery iPads etc). She said that since they did not have the mango tags she didn't know if they were under 7kgs. We stated that this was not our problem since their check in team did not follow procedure and tag our luggage. She stated that if we didn't hand over our bags, we would need to return to the check in desk and follow up with them. Since we had a car booked and hotel accommodation booked we decided to comply. We asked where we would find our carry ons once the plane landed and were told they'd be on the carousel. When we landed we noticed that majority of the passengers did not have any Mango stickers on their hand luggage.
So what kind of random methodology is being followed to stop passengers. Also when we landed in Durban our luggage was not on the carousel. Luckily because we disembarked last we saw the bags being left at the plane door. If we had disembarked earlier we would have still been waiting at the carousel for our bags.
This incident begs the question of Mangos procedures. Firstly hand luggage should be tagged. They had ages to make announcements at the gate. Secondly taking passengers belongings away when boarding the plane when the passenger has complied with all rules is ludicrous. Furthermore if South Africa would like to encourage tourism this is not the way to treat passengers. When your staff stuff up, you don't disadvantage the customer.

On the 15/12/18 december I checked in on JE 129 to Cape town [ seq 92], I I check in before 06:00 and my flight was at 08:10, I ask the lady at the counter for and emergancy window as I am 176 tall. She assured me the seat was book for me but when I got onto the plane [ 11F] was a normal seat and had no leg room. I am a frequent flyer with Mango as I have a Momentum policy holder and always request the window or isle emergancy exit as I am very comfortable. I jump off in cape town with cramps in both my legs due to no leg room.
I return on the 16/12/18 on JE 162 [ SEQ 64] and check in arount 15:00 for the 17:00 flight and was informed by the lady at the checking counter the all emergancy seat were take [ isle/middle and window ]
I was checked in @ 12C, when I got onto the plane, before take off I notice that there was empty isle /middel and window seats avaible, after speaking to the airhostes on board she informed me that the plane will be takig off in a few minutes and she cannot brief me I must wait for the plane to be in the air then she move me. the briefing take 10 or 20 seconds and I had to reminder to me as I was uncomfortable. The checking in lady lied to me.
Please look into this complaint and if the checking staff is responsible for this mess up, they must be disiplined accordingly

On 6 September the Mango System allowed both my husband and I to purchase a ticket on the same person's name. I called the contact centre and they apologized as there was a problem with their system and promised a refund. I submitted a request for the refund. I was told it will take 7 to 14 working days. Once the 7 to 14 working days expired and did not see a refund. I called back only to be told that there is a backlog on refunds. Then a month passed by and still nothing happened. Every week I follow up and still nothing - every week I am told it is in process and should be getting my money. I asked for the CEO details and am told that he cannot be contacted. I said I will post my issue on social media and maybe he will respond and I was told to go ahead. Is there anyone at Mango committed to the Country or in Service Delivery?
Clearly we have an issue here and we do not have someone that will take accountability. What kind of service provide are you?

Today we flew back to OR Rambo from George and our luggage was opened as the lock was broken. My wife S7 edge samsung cell phone and our family samsung camera were stolen. Our clothes were just thrown inside the bag not the way we packed them and the brocken lock we found inside the bag. Hopefully the are cameras were our bags are taken in and out of the flight. Please investigate and bring us back our stuff as you are harbouring thieves in your organisation. I hope the thieves dies a cruel death.

I'm so hurt and disappointed.

I booked a flight with Mango, on line, on 21/09/2018 using my credit card. The transaction was successful and I received my booking reference (RFVHGK). Prior to this booking I was researching the cost of flights and used my Edgars Thank You Card to determine if I qualified for any discounts. Unfortunately the prices were not appealing, so I did not authorize any payment. At this point the sight went offline and I was unable to proceed with the booking and as such did not receive any email notification of the booking going through or a booking reference.

When the site did come up the next day, I managed to get the booking done using my credit card and received the booking details promptly. To my amazement, when I received my Edgars Statement at end September, I found that Mango had debited me to the value of R5469.49. I have been trying since September 2018 to date to get the refund done, with no avail. They constantly give me the same reply about it being an IT issue and never return calls. I have tried refunds and spoken to a woman called Chantal, who is totally uncooperative and totally unhelpful. I then contacted the Guest Services and spoke to a team leader called Shabnam, and have received also the same lack of service or urgency to resolve this matter.

Goodday
We flew back home from OR Tambo to Port Elizabeth yesterday on 7.05 flight.
We where in Australia and I broke my foot.
We where in transit from about 9pm Thursday evening (SA time) to 6am Saturdag.
I called Mango on Saturday twice to arrange wheelchair assistance and I was told that I can only do that monday to Friday or at the airport.
So Sunday morning before 5am we where at the airport and all was arranged and I was pushed to the waiting area.
Less than a hour before departure I was told I must either get to the plane by myself (but I can't walk) of pay to be put onto the next flight as they can only take 4 people with a wheelchair.
We live in Jeffrey's bay and had friends picking us up and they had another engagement at 11.30... so changing flights was not an option.
The only other was for me to hop on 1 leg all the way... they did bring me one crutch (this is how the supervisor try to help)... but I really struggled.
I had to hold on to the rails at security check.
Then up a ramp and then to the gate which was thankfully the second one on the top.
There I had to hop down 3 passages to the plane... half way down the second one I started crying... I was in so much pain and exhausted... finally at the end of the second passage the other travelers insisted that they take me down with a wheelchair...
I was in so much pain... is this the way Mango treats their passengers?
Is there no compassion or exceptions for valid cases like mine.

I would just like to advise you of the bad service I received from Mango airlines.

Our flight was scheduled to depart on 23/11/2018 at 12.25pm, FlightJE152, however there was a "technical error" and we were grounded for 2 hours. However we were not offered any liquid refreshments or anything at all. When the mobile cart finally arrived to our aisle - it was too late to order any refreshments, as we were descending. We had to sit for 4 hours and as I am a diabetic, it is important that my sugar levels do not drop and that I eat frequent small meals or drinks. I was very disappointed with the service I received from Mango Airlines.

My return flight from Jhb to Cape Town was scheduled to depart on Sunday 25th November, flight JE151E, and lo and behold, it was also delayed - we were sent on a run around to find out, from which gate we were scheduled to depart from, and after being sent to 3 departing gates, we finally boarded and flew about a half an hour late and the staff were not very helpful with this.

I would just like to express my disappointment in Mango Airlines and will think twice about booking through Mango.

Kind regards,

WENDY ESTERHUIZEN
MAURICE HABIB & ASSOCIATES
Personal Assistant
EFYA67291
Personal Financial Advice - Western Cape
Old Mutual Life Assurance Company (SA) Limited
+[protected] (telephone)
+[protected] (fax)
[protected]@privatesec.co.za (email)

Today I flew from or tambo to king shaka int. Apon arrival and collecting my luggage from the carousel, it was obvious that one of my bags had been tampered with. The bag had been opened and closed hastily, thereby catching some of the inner shoe plastic in the zipper. My items were not as I had packed them. I understand that items willl move around, however this was a total mix up. Two weeks ago, my husbands bag was also opened and a perfume stolen. When he realized what had happened, he contacted mango, only to be told, nothing could be done as the incident was not reported in 24 hrs. Mango, kindly review your security policy as this theft poses a huge inconvenience. Why should my husband have to pay twice a week to wrap his bag, to avoid theft. Sure your flights are cost effective, but I rather pay a few extra rands than be a victim of pure theft!

The flight from Durban to Johannesburg JE234 (SA2034) was delayed from Durban to Johannesburg on Sunday 11 November by 1.5 hours, resulting in me missing my connecting SAA 20:55 flight to London. When we realised that this was the case I contacted the Mango customer care desk on the phone to inform them that this was the case. I had already checked in, put my suitcase through to the London Flight and was through security. After being placed on hold for over 45 minutes, I was told to go to the Mango Ticket Desk in the departures of King Shaka Airport. I explained that this was not possible as I was already in the departures lounges, had gone through security and therefore unable to go to the desk. I could not make her understand this and therefore asked why I had to do this, and the consultant advised that this was what she had been advised to tell me to do.

When we were waiting to board the flight at the gate, I informed the ground staff of the situation and they called Mango and we were told by the consultant to contact SAA and that was that. When we boarded the flight, I informed the flight staff of the situation and managed to speak to the Captain who said he would arrange a meet for me on the ground so that I could catch my flight. Other than allowing me to leave the flight first, there was no meet at the landing and I was just in time to see my flight taking off from the gate.

I was then forced to find accommodation over night and book another flight to London. The Mango desk at OR Tambo was deserted by 9pm and the consultant on the phone was completely unhelpful and non-committal. The only hotel available at the airport to accommodate me at that time was the Intercontinental which cost me ZAR 4763.16. When I contacted Mango, I was placed on hold again for a further 40 minutes and when I asked the consultant at Mango who would be liable for this cost, I was informed quite unceremoniously that Mango would not be held responsible for any charges. I wonder how I will recoup my losses.

All in all, a complete disappointing experience. Any response to this matter will be appreciated

Regards
Tracey Greyvenstein
[protected]@hotmail.co.uk

Good day, my name is Fazloona Masualle, my flight was booked from Johannesburg-Lanseria airport to Cape Town International on Friday, 09 November 2018, departure time was at 15:10.
Myself and my colleague arrived at Lanseria airport just after 11am and went straight to the Mango Airlines counter. The 2 ladies on shift at the time said we can't check in that early, I questioned her on this cause whenever I do fly I know I can check in 24 hours before the time. These ladies advised we need to come back at 13:00. I tried to explain her why I need to check in early she just shrugged her shoulders and said 'sorry you must come back later it's too early.' Myself and my colleague went back at 1pm and only to find that most of the seats has been taken. The consultant at the counter said sorry but there is nothing she can do about it. I explained to her I have a medical condition and can't sit in confined spaces. She went ahead and checked me in anyways cause at this point I didn't have much choice. When I boarded the plane I noticed that I am booked a row before the emergency exit and didn't have much space. I immediately started having a panic attack as the passenger reclined her seat and was practically on top of my chest, she was also complaining cause of the little space but in essence making me uncomfortable. The flight attendant 'Boitomelo' came closer as she was closing the overhead compartments, I called out to her she looked at me and turned on walking away, I called her once again and she turned around looked me and just started walking away closing the compartments. The gentleman and his wife next to me saw me trying to get her attention and and with much fail might I say she just disappeared beyond the curtains. The gentleman and his wife swapped seats with me and his wife offered her seat in the isle and during this time I got so sick, I was confused, nauseous and sweaty.
The first contact point with Mango airlines was a disappointment even the flight attendants on your flight.

It's very pathetic and I will never fly with Mango airlines again.