07/09/2020

Dear Sir/Madam Complain against Mango Airline

My Name is Dumsani Nicholas Nhlapo, ID number ***, cell number is ***, on this day see under complain.

On 18 March I purchase a flight ticket reference is TKQVDN for 30th March 2020, flight time 06:00, landed time 08:15, I went to pay it at Shoprite Supermarket, for R1144, I paid with my debt card, in the same day, while i received my ticket I has wrong time and date's, I spoke to cashier regarding the time and dates, she referred me to her team leader, since the airline ticket was purchase via on line from Mango Flight Website,

Then the team leaders she told me the same thing only thing that she can do to call the customer service of Mango flight since they are 3rd party, we mange to get hold of to Boitumelo from Refund department, she told us that reason why time change it because they want to do some deep cleaning of Aeroplane dues of suspect of COVID-19, then they change time to 10:20, to 12:35 which it was not appropriate for me, since I was rushing for meeting then, I ask them would i cancel it and get my refund , they told me i should call refund department for that i did so.

on 24th March 2020 I called the Refund Department I find Scelo Mathibela he told me I should send the flight ticket, also my ID copy and Bank Statement, which has deducted the purchase money. and when he received everything I will be refunded withing 7 to 14 work days, he send me his email address it is as mention below; ***,

It took 3 month not getting feedback from them and no refund where made on my account, on 26th June i make follow up again trying to call them, they have acknowledge the receiving of document but I should follow up with Scelo Mathibela again since his working at home i should send him a email, also I must C.C to mangorefund department which email address is: Cc: ***, I did as was told to do so, see below email from me directed to Scelo and Mango Refunds,

:-email-":

Refund, reference TKQVDN3 Yahoo / Sent

Dumsani Nhlapo <***> To: *** Cc: ***

Fri, 26 Jun at 15:24

Good day Scelo

Flight's Reference number: TKQVDN

My Name is Dumsani Nhlapo, ID number is ***, contact *** and email address is ***, I spoke to you via telephonical regarding of canceling of my flight, due of changing of time flight time by Mango due of Covid-19, as i was not happy with the time, I requested the refunds, that day, you ask me to send me all document which where banking statement, also my ID and flight reference which I send to you which i didnt get any confermation from you, and you told me my refund will be on my bank with 7 to 14 days now is 3 months without getting anything from you, I am not sure either Mango refused to refund me back even though it was not my faulty or should I take further step within this?

Sir with due respect I would like to know when and where will be I get my refund,

I thank you

I hope my Request will be highly attend to.

Yours Sincerely

Dumsani Nhlapo *** :-end Email:'

Still no respond to them, but when you owe them or when you delay just with 5 minutes they issue the penalty but as customer we are treated like dog, we are ignored, I followed up again on on 1st to inquire again, Scelo Mathibela he responded as follows,

:-email:'

Scelo Mathibela <***> To: Dumsani Nhlapo Cc: MangoRefunds

Mon, 06 Jul at 10:01

Good day

Please accept our apologies for the late reply Can we interest you in a voucher valid for 24month which can be used for future date Regards

Scelo Mathibela | Refund Officer

tel: +27 (0) 86 ***

fax: +27 (0) 86 ***

:-End Email:'

Sir/Madam I was surprised now that i might getting alternative dates which It was not agree on between me and them i requested refund, not to giving me a voucher to book again, I responded to him in same day.

:- Email:' Dumsani Nhlapo <***> To: Scelo Mathibela Cc: MangoRefunds

Mon, 06 Jul at 13:04

Good day Sir

I requested a refund not a voucher, please note if i will book flight I will do so can I have refund now as I requested for,

I thank you

Regards

Dumsani Nhlapo ***

:-End Email:'

I requested refund in the first time when i cancel the flight at Shoprite , I was not told i should get voucher, and i was promised my refund will reflect with 7 to14 days as said by Scelo Mathibela and i have send what they require what hold them to refund me back.

Please Sir/ Madam investigate this matter since we depend to you people like us who don't have lawyers and money to pay legal fees,

Your assistance will highly appreciated,

Yours Sincerely Dumsani Nicholas Nhlapo *** ***