Disgusting customer service

<p>My mom had a return flight booking from Cape Town to Durban to visit her terminally ill sister. The departure date was Wednesday 25Th May, to return Wednesday 1st June.</p> <p>My aunt passed away on Wednesday 25th May before my mom arrived. I phoned Mango and spoke to Kevin for a refund which he advised they don’t do but we can rebook the flight.</p> <p>I rebooked the return flight for Sunday 5th June from Durban to Cape Town 12.10pm to 14.25pm. Kevin told me if I make any changes I will pay R650, he never told me if I made changes I will pay R650 plus R650.</p> <p>I phoned Mango Thursday 26th May and spoke to Barbara to rebook the return flight from the Sunday to the Monday 6th June as the family had more prayer gatherings and my mom could not fly back on Sunday.</p> <p>I asked Barbara what the total cost would be to rebook from the Sunday to the Monday and she told me the total is R553, which I agreed to and asked her to email me confirmation of cost and flight details. I gave her my email address and even spelled it out to her. Up until today I never received the email.</p> <p>I sent an email to ********** on Friday 27th May 2.15pm and didn’t get any response.</p> <p>Monday 5th June when my mom got to the airport to pay the R553 she was told by the mango agents to pay R553 plus R650! If Barbara had told me if I rebook I will have to pay R553+R650 I would never have rebooked to the Monday 6th June.</p> <p>I feel mango was dishonest and did not disclose what the total cost would be.</p> <p>I phoned Mango on Monday 6th June and spoke to Ahkona Nkwezi (supervisor) in the Desk Care department I told him the costs weren’t made clear if Barbara had been honest and told me I’m going to pay R553+R650 I would not have rebooked. Ahkona had a cold attitude towards me and was very unprofessional. I asked him for his surname and he refused to give it, saying he did not want me to add him on social networks.</p> <p>I phoned back and spoke to Shabnam Dhansay (Team leader) on Tuesday 7th June and explained my situation. She said she was going to investigate and phoned me back on Wednesday morning just to ask which email address I used when I sent the email to ********** and since then I haven’t heard anything from them.</p> <p>I would like an apology and a refund for being over charged.</p> <p>This is the first and last time we will be using mango services after the horrible experience we had in our time of grieve.</p>