Budget airline with budget service

<p>My girlfriend flew from CT to Jhb last week for business. Armed with only one small hand luggage suitcase she checked in and on boarding the flight the suitcase was taken away. Not sure if this is because the overhead compartments were full as the suitcase was definitely within the hand luggage parameters and we have both flown with it as hand luggage many times. </p> <p>She was told that they need to put it in the hold, to which she rep**** but it's not even locked and was told "don't worry" and handed a ticket. Upon retrieving the suitcase in Jhb she noticed that the bag had a tear and the handle was broken and wouldn't even lift up anymore. This was working perfectly when it was handed over so I'm not sure if they decided to play soccer with it but it was definitely not like that when it was taken away.</p> <p>Now even all of that is fine, "accidents" happen. She then goes and sees Mango in Jhb who tell her she has to speak to Mango in CT. After arriving back in CT and seeing that the helpdesk is closed she then calls customer service the next day and is basically told it's not their problem and as per their T&Cs they are not liable. </p> <p>This part is utter *******. She did not choose to check the bag in and was actually forced to do so. This fact alone should make the T&Cs void. She adhered to all the hand luggage conditions and still Mango messed it up. This is disgusting service and they have now lost many future flights with not only ourselves but also both our companies. You guys need to sort your service and ground staff out!</p> <p> </p>