Mango Airlines
Reviews and Complaints

We have having an issue at the guest services. Khensani - supervisor, talked over us constantly. Told us we miss read the board and confused Mango with BA? Refused to help and said our flight is non refundable.
Not helpful at all and kept telling us we were wrong
Bianca van Zyl is the manager
Please contact urgently
Tonya Harvey
[protected]
T.[protected]@mci.co.za

Reference Number: RGNBWC
Booking made 29/08/2018. To this day 01/11/2018 no money has been returned. I phone regularly to ask where this payment is, only to be told by Chantal this morning that the finance guy is not at his desk, he is probably making tea or something and she can not help me.
Every time I have spoken to someone, they have assured me they will get back to me with an answer in 30 minutes, this was again told to me this morning, so I am very interested to see if I will ever hear form them.
how great to tell a client that the guy that is suppose to help me is not interested in doing so, and when asked for a manager I was plainly told 'Sorry mam he is not here'
And to make matters worse, whilst I recorded all my call, it is clear that at the end of this morning call the biggest sigh can be heard from the Chantal.
Thank you for the help

This morning I tried checking in my bag at the bag drop desk. The que was full and only two people working at bag drop. Stood in the que for 20 min. They also helped the main que for check in. While people in the bag drop que stood watching. Meaning that people were getting frustrated, not only me. When I reported this to the supervisor Dineo, her first word to me was " No, these people are dedicated to check in and the others for bag drop. She checked no information with anyone. When I restated the fact that she was so dismissive, she stated that I twisted her words. She has no integrity and clearly did not know how to handle the complaint. She did not listen, she immediately started with

Hi

I booked flights online on Thursday the 25th. Had to call customer service center to confirm my bookings. I eventually got through and spoke to Thembisa and another agent whereby both of them confirmed my booking as the two of them sent me Tax Invoices for my return flight.

Yesterday when I got to OR Tambo International I was told that my booking has been cancelled. Crystal, also sent me an email on Thursday stating I should confirm my flights by 17:00 and I confirmed 17:15 with the two call center agents and still my flights were cancelled.

I asked the GSA at OR Rambo about my money that was deducted and he said that I will get it back. I'm still waiting for my money until now as I have to fly back from CPT to JHB this coming weekend.

I would say that the service is utmost unprofessional, and very inconsiderate staff as to not giving me a courtesy call informing me my bookings have been cancelled, this after I forwarded all emails to Crystal last week already (Friday)

Not happy with the service I received at all.

Parceville Africa

Hi Mango team,
My flight to CPT from JHB was delayed by 2 hours (Flight JE 151)
Reference number: RJPWRP
I recevied no email or SMS concerning the delay.
This is very poor serice - especially considering that Friday flights at 17:00 are overpriced, so booked the flight with the intention of arriving around 19:00 in CPT & not only depart at 19:00!

The following charges have been fraudulently debited onto my Standard Bank Credit Master card number [protected]. My name is Nicholas Meldau, ID [protected]. Please investigate cancel and refund. Cell [protected].
19
Oct I*MANGO AIRLIN NB8290 JOHAN
i*mango airlin nb8290 johan - 982.23
19
Oct I*MANGO AIRLIN NB8290 JOHAN
i*mango airlin nb8290 johan - 982.23

Thank you.

My elderly grandmother was due to fly to Durban from Lanseria on the 17h25 flight yesterday 23/10/2018. Due to the construction at the airport we had to park very far from the terminal. With us moving as fast as an 82 year old can move, we were at the check in at 16h50. 5 minutes late. We were told that check in was closed and we missed the flight. The staff and in particular Nandipha and Denise (supposed to be the supervisor) was as rude and blunt as they could possibly be to say its not their problem. They made no attempt to assist. I pleaded with them to assist as the flight had not yet boarded and I was told to go away. The other Mango staff stood around laughing and when I asked for names, they asked for what. We were not the only passengers to arrive late and the service to the others was just as horrid. This will be the last time flying with Mango as I travel often for both business and personal reasons. I hope the extra money Mango airlines makes on this type of service is used to send their complete staff on training to learn some kind of etiquette and manners. Truly pathetic service and a shame and disgrace that there is still company's that have no morals, ethics and values still trade in South Africa. Mango should also supply their sub-grade staff with name badges as its clear they don't want to be identified for being so useless.

I booked a ticket online through Mango on Wednesday morning 17 October 2018. I never got confirmation but the payment of R5703.00 went off my account immediately. Since then I have been phoning them non stop to try get the money back as I would like to rebook another ticket as it is for a special occasion for my Mom's birthday to Cape town on 8 November 2018. After being put through from one person to another I finally started dealing with Chantelle Mclean. She is such an unhelpful and rude person :( . I have been phoning my bank non stop ABSA and they have given me the authorization number (075780) and told me they cant take the hold on the money off as mango needs to do this. In the meantime we have lost those seats on the flight and I can't rebook until I have the money back into my account. It is now the 3rd day and just spoken to Chantelle again and she treats me as I am bugging her. this special time for my mom and I have has now turned into a nightmare. I ask is this right that Mango can do this and not go an extra mile to help their paying customers :( .

Good morning All

It is with regret and disappointment that I am writing this e mail but as a frequent flyer, this is the first time ever I encountered the arrogance and ""no care" attitude of a an airhostess and wants to bring the matter to your attention.

I fly twice a month to Cape Town for business and therefore have certain procedures in place to save time. I do an online check in as soon as the flight opens, I pack very light which enable me to use a carry on bag. When it is close to boarding time, I am usually early at the gate to ensure I have space in the overhead lockers for my bag. I also try and get a seat as close to the front of the plane (preferably an isle seat) to ensure a quick exit.

In the case of Mango flight JE123 the following "new" procedures were all of a sudden introduced. I have to say that I do not have a problem in following procedures but when procedures are enforced, please make sure that this is applicable to all on the plane. Herewith my problem.

When we started boarding, they boarded the back of the plane before the front of the plane. Why? They usually ask that row 1 - 15 stand on the righthand side and 16 and onwards on the left hand side. When it is time to board, we all do it at once. Anyway, not a real big issue but worth mentioning.

Some of us were then asked to leave our baggage at the door to be placed in the hull. I do not lock my bag and they insist that they will use a cable tie but the bag needs to go in the hull. I recently lost a very expensive bag due to a "break in " while offloading and the rough handling of luggage by the ground staff and requested again if I can please keep my bag with me. The senior airhostess asked me my seat number and I accepted the fact that she cannot discuss the matter immediately as there were passengers behind me. A little while later she came to me and told me that she will not be able to assist me in returning my bag due to a space restraint. I asked why as some of the passengers with bags a lot larger than mine, were allowed to keep their bags with them. The plane was also not filled to its capacity and therefore there was a lot of overhead space available. She insisted that this is the new procedures and I can collect my bag at the carousel once we landed. I told her that is exactly why I did not check my bag as I did not have time to wait for the luggage to be off loaded. She then very sarcastically informed me that if I am not happy, she will have my bag removed from the hull and I can make use of another airline. Wow, taking in consideration the current state of SAA, I am not sure that this attitude is a step in the right direction for an airline linked to SAA to ensure the support from the people of SA. The airhostess also informed me that she will note this incident in her report. I thanked her and told her I will bring this incident to the attention of Mango to which she once again, very sarcastically asked if I know where to send the complaint.

I am probably wasting my time writing this e mail to you but maybe someone will pay attention to this mail and can a similar situation be avoided in future. I can understand and expect this type of behaviour from a "rookie" staff member due to inexperience but definitely not someone in a senior position that is supposed to lead by example and that should make you feel safe on the plane.

I thank you in advance for your time in reading my e mail. I will try an avoid flying with Mango as much as possible in the future to avoid wasting time in reporting bad and unacceptable behaviour of airline staff members in a service delivery capacity.

I hope you have a lovely day.

This is the email that I sent through on 16/8/2018 and 30/08/2018 and absolutely no response... Disgusting...

I wish to take this opportunity to express my extreme disappointment and dissatisfaction with mango airlines. I travel between johannesburg and cape town very often but have only flown with mango airlines a few times.

On tuesday, my boss and I were booked on flight je146 from cape town to johannesburg on tuesday 14th august 2018. We both only had carry-on luggage. Upon entering the tunnel to board the plane, we were stopped by 2 marshals who insisted that the flight was full and we were not allowed to take our bags on with us. (despite the fact that people were passing us by with larger hand luggage). My boss instantly got angry and told them that the last time they did that, goods were stolen out of her bag (a very expensive jacket and cash which was in its pocket). My boss was lucky enough to have a lock on her and locked her bag. I told the guy that I did not have a lock and did not feel comfortable at all to hand my bag over without a proper security check. He insisted that it was absolutely safe and that nothing would go wrong (despite the fact that I had to advise him that he had only written my seat number on his half of the tag and not on the half attached to the bag).
I gave in and let them take my bag.

Upon arriving at the guest house that evening, I found that my bag had been completely rummaged through. My clothes and underwear had all been mixed up, nothing was where I had packed it and my cosmetic bag had been opened and emptied into the bag. They had stolen chocolates and about r400 worth of cosmetics out of my bag. I was and still am absolutely horrified and disgusted that this is allowed to happen… no control…. No supervision.

I returned yesterday on a mango flight which arrived late at the airport, which resulted in us boarding late too. This is possibly still understandable but I fail to understand how mango staff may confiscate your luggage at will without any security or cameras. I didn't even have a choice in the matter as they intimidated us into believing we did not have a choice in the matter.

I would appreciate some sort of feedback on this matter. Failing which I will be forced to take this to all possible social media for exposure as it has now been confirmed that I am not the only person that this has happened to.

I fetched my dad off flight JE709 from lanseria to cpt. He has one leg and cannot walk, hence we filled out a wheel chair assist form. When he gets to cpt airport i am told they can't leave the terminal building with the wheelchair? How is my dad meant to get fromthere to the car park? Really? Ridiculous. I would like to know what the reason is? Prejudiced against paraplegics! Do you no longer wish to assist paraplegic people?

My daughters flight to Cape Town was suppose to depart at 17:00 today. Then it was delayed by an hour and then by another hour and now it's been delayed to 9pm, WHICH IS TOTALLY UNACCEPTABLE! School starts tomorrow, and the inconvenience it has caused for us to rearrange things on out side is NOT TAKEN INTO CONSIDERATION AT ALL. My daughter received a R60 meal voucher to a restaurant that does not serve halaal food? Please take into consideration that she's been at the airport since 15:15. It is enough that she's been sitting on the airport by herself for more than 4 hours already and now has to wait till 9PM! Unacceptable and you have no sympathy for the young and old travelers! It is pathetic!

I completely understand how Mango is rated the cheapest airline on flights in SA - due to constant delayed flights you would have to reduce the costs of your tickets.

I find it hard to understand how you can seamlessly make passengers wait hours with frequent changes on the ACTUAL time of being delayed. Once you know early in the day that you will have delays please don't change very 30mins to 30mins later. Be directly in contact with all your passengers but VARIOUS updates on email & sms about the delay.

I would love to know how often MANGO accommodates late passengers vs the inconvenience of late flights that we actually can't influence!

May I suggest that you train your staff that putting "Mam" at the beginning of a sentence does not stop it being incredibly rude. Disgusted with what passes for service at the check in desks. I politely greeted and asked how the attendant was, this was ignored. I asked for a cable tie - he spoke to a colleague before telling me they'd run out. When I said I would not give my bag without one, he looked at me blankly and said "Well, what should I do about it, MAM?"

FlySafair happily gave me one when I asked. They are right behind this rude and obnoxious twit who "helped" me. Instead of turning to them and asking on my behalf I was sent to find my own and told to wait (yet again) in a pathetically long queue.

I'm not sure who was paid off for those recent awards but I will certainly be going with FlySafair or Kulula in future.

It's no surprise your parent company is such a disaster.

I am sad and angry and I think the worst part is to be powerless.
I have send a email with all the SMS'e we received for flights delayed.
The gates get changes on short notices and more than once.
And the personnel is totally rude and of no assistance or understanding.

I know nobody can give my daughter her time back and I know nobody can make-up for the plans that have to be changed and the inconvenience that we went through because of the delays but I really want to bring it under your attention that the service is totally and utterly not worth saving any money to buy tickets with Mango.

I travelled in the 1 Oct from Cape Town to Lanseria. My flight was delayed by 3 hours JE716. I received an sms only at 17:55 when my flight was scheduled to leave advising of the delays. The service was pathetic at the airport we had to be boarded last due to a routine baggage check which I find unacceptable. The mango consultant looked drained and overworked due to the delays. I received an sms notifying me I will receive a voucher and the number does not exist. I travelled with my teenage nieces who was on their first domestic flight and needless to say they were petrified. The whole ordeal was unacceptable to say the least. The only reason I flew Mango was because my mum enjoyed her last trip to Cape Town with me a few months ago and sadly passed on a few weeks later. I expect a voucher for the inconsiderate attitude and not once did anyone apologize st the airport

I flew with Mango on the 28 Sept and my flight was delayed by 3.5 hrs.
On my return flight the flight was delayed again by 1 hour.
I think this is totally unprofessional as sms are send out much later and no one can provide clear feedback. Further the voucher you wish to offer will never be used as I will never fly with Mango ever again
My luggage when I arrived at OR Tambo was damaged and my bag wrapped with security tape. My name is Idris Ally and my number [protected]

I booked a return flight with Mango, Cape Town to Johannesburg, and on my return flight to Cape Town the zipper was broken (even had a lock on my bag) and my bag was rummaged through. It was so bad that security tape was wrapped around my bag to keep it closed. I went to the Mango baggage counter to find out why my bag returned to me broken and all the guy (Sidwell) at the counter could tell me is that they need to investigate, check the security cameras etc. He promised to call me back in the next 3 days, which he obviously didn't. I called him and he again promised to get back to me the following day, again, he didn't. It's now 6 days and no explanation from Mango. That was my first flight with Mango and will definitely be the last. Mango your service is pathetic!

Good day

I flew from OR Tambo International Airport to King Shaka International Airport on 19 September 2018 for business.

Once I got to my hotel in the evening, I noticed that one of the zips on my bag was broken. Once I had opened the bag, I found that my belongings had been ransacked. I had a Black Opium perfume, which was missing. All of my toiletries and medication was thrown out of its bags.

I would like feedback on what will be done about this. I feel that it is highly unacceptable for something like this to occur as it is the responsibility of the airline and airport to ensure that passengers belongings are taken care of once it is checked-in. I feel that the right thing for the airline to do is to replace my bag that was damaged and the perfume that was stolen. If we do not hold airlines and the airport responsible, such incidents will just increase. We need accountability.

I hope to receive a positive response.

Kind Regards
Urvashni Ramchunar
[protected]

19.08.18 I made a flight booking from OR to King Shaka for the 27th. Payment done but the website to date did not confirm my booking.

I have called in 3times, spoken to different agents was told to email proof of payment to refunds which I did and I told the agent and added to the email that I do not want a refund I want the money allocated accordingly and flight to be confirmed.

It's the 24th today, yet nothing has been confirmed and am meant to be traveling on Thursday. This does not only leave me unsettled about if I even have a flight on Thursday it gives me uncertainty about my traveling and is just disorganising me.

I would like to know what else do I need to do because refunds dept did not respond since the 19th nor have they contacted me. Is this the service that one should expect from Fly Mango?

Sinenhlanhla Chiliza
[protected]