BAD CUSTOMER SERVICE

Date Of Incident: 28 February 2018

Time: 13:50

Mango Flight : JE638

Counters : 19 to 24

It is such great disappointment for me to have gone through such an experience with your staff. We arrived at counter 19 at 13:50 to be informed that we were overweight. When we enquired about the weight for the both adult and infant we were informed that its only 23Kgs for both. To our surprise we started emptying the bags. After we were done we went back to counter 19 to be told she going on lunch. We then proceeded to counter 21 we had the same response.

Eventually we land at counter 23, Minenhle, to which was apparently on training. Having already removed items from the bag we are now told the weight in total needs to be 20Kgs for both at this point in time I am very irate at the current situation to which I then enquired about the weight for both adult and infant and still to be told that its 20Kgs. At this point we removed more items from the bags. I then asked then how did the first lady mention that its 23Kgs and what is it going! I then asked if they did not know what the proper weight for passengers. , whilst these ladies are trying figure out amongst themselves as to what is going on, the lady at counter 23 tells me to step aside as she needs to assist other passengers! So I asked her to finish with me and she tells me they still querying. The lady in counter 24 eventually rectifies that its 20Kgs for an adult and 10Kgs for the infant. So then asked are you sure about this as I am no here for 30 minutes. The lady in counter 23 then tells me she will call her team leader and then confirm. At this point in time my family and I were supposed to have lunch which never happened due to the incompetence of the staff at the counters. I then asked the lady at counter 23 how can you not know this? And please provide me with the names of all the ladies from counters 19 to 24 including hers. She then tells me I’m attacking her! Does she even know the meaning of attacking? She then asks us to weigh the bags again after we put some stuff back to be told with the help from the lady from counter 24 we are now 2Kgs overweight so due to it being late and my wife and child rushing to go to the boarding gate I agreed to pay. The lady at counter 23 advise I’m now 3Kgs overweight. So I asked do you know what the hell is going on? One lady says 2Kgs and the other3kgs? Is it so difficult for them sort this out? Eventually I go pay for 3Kgs when I’m only supposed to pay for 2Kgs according to the lady from counter 24.

I am now asking again for their names and now being told they not allowed to give their names! So I asked if there’s a complaint how does one complain without these details? And no response. Eventually Minnehle gives me her name but without receiving the others names.

This was the most appaulling, embarrassing moments for myself and my family to receive such bad service from your staff. I went to guest services relayed my incident the lady had given me the guest care details.

I would like a response to email regarding the bad service. The worst part about this is that my family and i always travel with flymango be it business or pleasure. Is my business to flymango not good enough?

My commitment to flying with you is not of any benefit to you?

Disgruntled customer,