Bad service, overcharging, cancelled flight with no communication

To whom it may concern,

I am dissatisfied with the service I received from Mango this past week and wish to file an official compliant regarding this matter. I ask for immediate actions to resolve this problem as I incurred extra costs! From booking my flights to boarding has been one disaster after another!! All arrangement were made prior to boarding as I was traveling with my pets and all documents required was up to date. On arrival at the airport I was embarrassed with the way I was treated with traveling with pets. All fees was paid except the quoted price of R55 per kg as the pets still needed to be weighed. The weight of the pets were 10.5kg and I ended up paying R660. Please kindly advise as I should have paid R577.50.

On my returning flight which was scheduled for Saturday 26th September 2020 at 11h30 on flight JE236, I checked in on the way to the King Shaka Airport from Richards Bay which is an 1 ½ hrs drive and still no correspondence or flight cancellation were received. I do understand that emergencies do happen, however I was only notified on arrival that the flight is cancelled due to SAA technical strike and a charted flight was available later that afternoon with no pets allowed. Another option was made available that There is flights the next day but could not guarantee me a seat. First of all NO Communication was received via email, sms or telephonically. The 1st message received was on my way back to Richards Bay. I cant begin to explain the inconvenienced and cost incurred to myself to travel back to JHB with my pets. A voucher will certainly not help my financial burden that I’ve been put through and therefore request an full refund and travelling cost.

If this matter is not resolved, I’m forced to take it further. I look forward to your reply on a way forward.

Kind Regards Chane Du Preez