Disgusting Service

Good day

I booked a returned flight with Mango from CPT to JHB to partake in the Cycle Challenge on 19 November 2017.

I also book the service called " Bicycle Transport".

Thursday afternoon I called Mango's customer support line to confirm that my bike box dimensions comply with their regulations and the customer support agent confirmed all is in order and Mango won't have any issues with the box.

I arrived at Cape Town International Airport, checked in, they weighed my bike and sent me to the oversize check in counter to drop my box, after being sent around the block a couple of times, my bike finally goes through the scanning device.

Arriving in JHB, I collected my bike at the oversize section, all was in order and I was happy with the service. My bike wasn't damaged which is great.

Sunday afternoon I arrived at O.R. Tambo International Airport to check in, this time however my bike box was too big. I explained to the lady at the check-in counter, that Mango flew this bike from CPT to JHB on Friday and there was no issue. Today I'm returning with the same box which I even modified to make smaller and her response was “the box is too big”. That doesn't even make sense to me?

The supervisor on duty at the time, Patricia was then called to tell me why my bike cannot go home the same way it came to JHB on Friday and she did a pathetic job at it.

Her words to me were; (not a direct quote) “you either take your bike out of the box and bubble wrap it or we offload you as a passenger.”

I explained to her that Mango flew my bike there on Friday why can't they fly it back today which she clearly could not understand.

She then wanted me to take the bike out of the box and get it bubble wrapped.

I then agreed to take the bike out of the box and they could get the guys to bubble wrap it to which she tells me... "No, you have to get it bubble wrapped we are not going to pay for it".

I then told her, I paid for my packaging, you flew the bike here and now I need to pay for packaging again because you cannot fly my bike back and to top it all off, I already paid for the bike to go back to Cape Town with me today.

I then had no choice, went with her to the "bubble wrap" place at the airport, just to find out that "bubble wrap" to her with putting the bike in a plastic bag.

I politely asked her if Mango is going to cover any damages on this bike if something happens to it in that packaging?

Her answer: NO.

I then had to get the bike delivered to a friend's house in JHB as the service I paid for to get the bike home is now null and void and I was about to miss my flight.

If that wasn't bad enough the plane we were traveling in got damaged as we left JHB and we had to turn around 10-15 minutes into the flight.

For this event Mango offered all passenger's a R300 voucher for almost costing us our lives, which in my opinion is also pathetic!!!

Lastly I tried getting hold of the refund department on several occasions last week to request a refund on the bike transport I paid for and got cut off each and every time.

What type of service is this? Is it my issue to get my bike home now after I paid you to take it there and bring it back?

That's not acceptable...