Absolutely Atrocious Customer SERVICE!

<p>Booking ***</p> <p>On the 29th of April 2017, I checked in online & got all the way to the boarding gate (happy that it made things so much easier & less queues) but when I got there the lady tells me I can't enter because the name on my boarding pass doesn’t match my driver’s license. </p> <p>name on boarding pass: Enricoh Alfonzo</p> <p>name on drivers: Enricoh Alfonzo Naidu/ EA Naidu</p> <p>For this RIDICOLOUS difference she said I would have to go change my name and there would be a fee??!! ***. </p> <p>the only reason the my full name wasn’t entered was due to the AutoFill complete on Google chrome. it didn’t have enough space for my surname. This was an honest mistake & could’ve happened to ANYONE. I arrived an hour before my flight.</p> <p>Part1>> So I had to race ALL the way to the customer service desk. Upon arrival I was greeted with the most unhelpful consultant I've ever encountered in my life. I explained my dilemma & they didn't even make an effort for a calming resolution. instead they treated me as if it was ALL my fault for the name error & not a mistake at all. Furthermore the team leader/super visor on staff that day barely acknowledged the urgency of my case. All she stated was that I would have to pay for the name change or miss my flight and then disappeared into the back room like some ***ard. I didn’t have my bank card with me so I asked if EFT could be done, they made no exception. I had to run down to the ATM & ewallet myself money. by the time I got back the flight had taken off & that was that. no alternative resolution, no addressing this inconvenience not even a damn SORRY! </p> <p>I use to be a complaints specialist, often dealing with complaints directly from the CEO. You best believe I ensured customer satisfaction Every single time, my many awards & plaques attest to that. So understand me when I say I know the correct complaint handling etiquette when I see it. And this was the most atrocious display of it I have ever encountered in my life. The consultant was both uninterested and unhelpful while the super visor was disrespectful & lazy. Seriously, this is the first line of interaction to your company???!!</p> <p>I am furthermore aggrieved because I logged all of this on your Twitter Account DM that very same day. AND since then no resolution has been reached. I gave them all my contact details and email address but not extensive attempt to contact me has been made!</p> <p>I then had to book a flight with a different airline that cost THREE times the amount I paid for this ticket.</p> <p>Part2>>> 400 bucks for a F###ing name change?!!! what? Am I paying for special ink that you're not even printing out? <br /> Regardless of whether this is some rule that all airlines must follow that charge is beyond beyond unacceptable. If again that charge applies to ALL airlines then & ONLY then will I lay my complaint to the relevant parties necessary. I also want that fee broken down so that it explains WHY R400 is charged to type on a computer a correct name & email a pdf. Yeah that sounds REAL expensive admin work(sarcastic tone)</p> <p> </p> <p>Now for the Threat>>> This is why I treated EVERY complaint that came across my desk as priority ONE because I never KNEW who that person was complaining. It could always be someone with HUGE influence that could cause a whole lot of negative press. </p> <p>Be sure to check out my blog: http://alfonzowords.blogspot.co.za/</p> <p>which sees 200 000 page views per month. That's both local & international viewers.</p> <p>think about that for a minute.</p> <p>JUST Imagine me posting a blog post Titled: DO NOT FLY MANGO AIRLINES & the type of negative press that would cause for your airline. <br /> This is excluded from my extensive reach on other Social Media Platforms. Be sure to check out my Twitter & Instagram accounts under the handle "Alfonzowords"</p> <p>My twitter account has recently been trending in south Africa & my insta posts are getting on average 1000 likes & 30+ comments per post. and don't even get me started on Facebook, pinterest & tumblr. </p> <p> </p> <p>Now that my REACH has been established. Let me assure you that should my complaint NOT be resolved in an adequate and appropriate manner. I will use the FULL reach of my social media influence to bury Mango Airlines in negative press. </p> <p> </p> <p>SO in conclusion:</p> <p>Part 1>> I would like the ticket under Booking *** to be refunded to me & understanding that I had to pay 3 times the ticket price to book another flight that day. The horrible inconvenience & feeling your consultants left me with. A written apology from that supervisor for her horrible complaint handling etiquette & to ensure that she won't treat the next client like that.</p> <p>Part 1>>> I would like a breakdown of why the name change of a boarding pass is so much at R400. You may advise here if this charge level applies to all airlines. </p> <p> </p> <p>Please note I will be ********** as well.</p> <p> </p> <p>Regards</p> <p>Enricoh Alfonzo</p> <p>email: ********** <p>cell: ********** 566</p> <p>Alt cell: ********** 588</p> <p>home: ********** 102</p> <p>business: ********** 504</p> <p> </p>