Damage Luggage

<p>Mango Airlines – Damage Baggage</p> <p> </p> <p>I return on a flight from Cape Town on 15 June 2016. My flight was booked with SAA, they moved me over to Mango Airlines flight no JE148 (0472 JE 420903).</p> <p>My luggage had no damage to the hard-shell when my suitcase was checked in at Cape Town International Airport. My luggage 1 pink iTravel 62 cm Carnival Trolley hard shell suitcase with a weight of 17.1 kg was checked in. </p> <p>On receiving my suitcase at OR Tambo Airport is notice damage to the suitcase, however there was no one at the Mange Desk at baggage claim to report to. Another passenger advised that I could call the call centre the next day being 16 June (public holiday) and report the matter. I left the airport as it was getting later, on arrival at home I discovered more places the suitcase was cracked.</p> <p>On the morning of 16 June 2016 I phoned Mango Call Centre on ********** 234 to report the matter, the call agent did not provide her name nor did she provide me with a reference number (which after today’s (8/9/2016) call I was finally informed it is apparently important). </p> <p>On 20 June 2016 I followed up by submitting all the documentation to ********** , as my booking was done with SAA, and also to ********** .</p> <p>No response was received from either and I followed up by telephone and email to the above contact details as follows:</p> <p>30 June 2016 at 07:03 am<br />12 July 2016 at 03:44 pm – Thokoza Ngxinggweni from SAA tried to assist by submitting again to Mango<br />2 August 2016 at 12:50 pm<br />15 August 2016 at 11:24 am<br />17 August 2016 at 12:00 pm<br />17 August 2016 at 12:20 pm – Requested certified copy of my ID which I submitted<br />25 August 2016 at 4:35 pm<br />27 August 2016 at 12:46 pm<br />8 September at 12:52 pm – spending 57 minutes on the call to Mango Airlines, spoke to 6 people and only Brenda (no surname) the supervisor gave a name, the rest just transfer the call without saying a thing<br />All the call agents I spoke to over this period did not provide their name and if asked the call was suddenly transferred. </p> <p>To date none of the people I spoke to provide a reference number</p> <p>I’m in formed by Brenda that I don’t have a reference number and she cannot assist me as the matter must be reported within 24 hours.</p> <p> </p> <p>I reported the matter within 24 hours, submitted the documents with photographs of the damage as requested by them. I provided everything I was requested to provide.</p> <p> </p> <p>It is unacceptable that due to their incompetence my claim is not on record, not assessed and now being informed it is too late.</p> <p>After every flight with Mango Airlines my suitcase is so damaged that it must be replaced, this time I decided to claim for the damage as it is becoming expensive. No use to save on the flight but you has to purchase a new suitcase after every flight, rather only use another airline.</p> <p> </p> <p>I want the cost of the suitcase to be refunded to me or the suitcase replaced with a new suitcase the same as the damaged one.</p>