Baggage Theft - Broken lock and money ******. No support from Mango.

I embarked on flight from Durban to Johannesburg (OR Thambo) on 3 November 2019.

When I collected by baggage from the carousel, everything seemed fine and I proceeded to the Gautrain. When I got home in Pretoria, I noticed the lock was jammed for the main zipper and the lock was completely missing for the small zipper at the front of the bag. The lock was bent and tampered with which they tried to make look like it was fine again and which is why I did not check at the airport.

I then forced it open and looked for my valuables. I only carried a bit of money and I realized this had been ******. Everything else was there.

The fact that the ********* are now bending locks and opening bags, searching them for valuables/money and then placing the bent lock back means they have the tools and enough time to do this, and there is not enough security in place.

When I contacted Mango, they had a sad story about how they have a task team and are trying to reduce baggage theft crime, and they are not compensating for locks or valuables. I find this absolutely atrocious that they accept no responsibility for their poor security and baggage looting. They recommended I claim from 'additional travel insurance,' which is even more ridiculous. One cannot even travel one hour from Durban to Joburg without having your things ******.

Based on some research, this isn't the first time this is happening : https://www.iol.co.za/mercury/news/passengers-to-sue-mango-airlines-over-luggage-theft-***4