Dismal failure to resolve a lodged Complaint for more than a year now

I have the following complaint to lodge :

This occurred on the 10th of February 2019 when I boarded a Mango Airline flight from OR Tambo International Airport to Cape Town International Airport , namely , Flight JE147 and my complaint slip reference as recorded at the Cape Tow International Airport when I lodged this complaint immediately after my arrival there is recorded as C23426 .

What happened in that my baggage was opened and the following items were ****** :

- 2 X Long Sleeve Polo Shirt - 2 X Signature trousers - 1 x Polo T-Shirt - 3 X Belts ( 2 X Georgio Armani and 1 X Polo) - 1 X Polo Cap. - 1 X Pair of Bally black shoes

I discovered this when I arrived at the Hotel after lodging a complaint and have my Baggage weighed on arrival in Cape Town International reflecting that the kilograms readings were not the same as when I left OR Tambo International . I was then advised by the lady with the short hair working at the Baggage Kiosk that I must check items in my baggage after arrival at the hotel , and then lodge a complaint via email addressed to Guest Care and Baggage Services CPT . I thanked her and left . On my arrival at the Hotel , I opened my baggage to check the contents and was very shocked to note that everything was turned upside down , my UNISA study materials were teared . I then realized that my clothes have been ****** . I was indeed very upset and fuming ...

The following quoted email was sent to Mango Airlines as per the directive from the lady at the Mango Baggage Kiosk ,lodging this complaint :

Open Quote

From: Richard Aphane <richard.aphane........> Sent: Monday, 11 February 2019 19:39 To: 'Guest Care' <***> Cc: 'BaggageServicesCPT' <***> Subject: RE: Mango Airline JE147 10 Feb 2019 RVMBKT C23426 Importance: High Sensitivity: Confidential

Good day ,

I have noted your response below.

Please advise as to how many kilogram does a shirt, T-Shirt, pair of shoes, Cap weigh?

The fact of the matter is that the following items have been ****** from my bag after all the cable ties were cut off:

- 2 X Long Sleeve Polo Shirt - 2 X Signature trousers - 1 x Polo T-Shirt - 3 X Belts ( 2 X Georgio Armani and 1 X Polo) - 1 X Polo Cap. - 1 X Pair of Bally black shoes

Now , how many kilograms do they weigh ?

I am scheduled to return back to Joahnnesburg on Friday , 15 February 2019 and this ****** items remains a major inconvenience to me .

Awaiting your response.

Regards

Closed quote

I then received a response below :

Open Quote

From: Guest Care [mailto:***] Sent: Monday, 11 February 2019 15:18 To: RICHARD.APHANE@ Cc: BaggageServicesCPT <***> Subject: Mango Airline JE147 10 Feb 2019 RVMBKT C23426

Dear Mr Aphane

Thank you for taking the time to contact us and for sharing your experience. Kindly allow us the opportunity to convey our sincerest apologies for the inconvenience caused.

We take any form of dishonesty extremely seriously and we have a standing task team that continually seeks to minimise theft. The head of security works very closely with all airlines and role players at all airports to continually seek and implement solutions that either halts or impedes pilferage while also exercising quality control vis-à-vis the handling of our Guest’s baggage. The ratio of pilferage / damage per thousand bags handled has significantly improved over time.

Please be assured that despite what may seem like an insensitive response, every incident is reported and dealt with in terms of third party providers. Our operations team constantly engage on matters such as this and new avenues to aid and prevent such incidences are always considered.

With reference to our terms and conditions of carriage; the airline only compensates for missing items of clothing and not for any valuables (including jewellery, money and fragrances), electronics and fragile goods stored in your bag. Compromised bags are weighed upon receipt and pay-outs are only done to bags with missing kilograms at a rate of R140 per missing kilogram.

Please send through:

1. SAPS affidavit 2. ID Copy 3. Bank details on formal bank letterhead

Payments will occur after 7 – 15 business days after processing.

Again, we apologise for the negative activities you experienced and we will continue our fight to eradicate theft within our Company and airports.

Thank you for flying Mango.

Best Regards

Shabnam Dhansay | Team Leader: Guest Care Department Office: ******

Closed Quote

I end up having to go to loan some cash just to buy a shirt , trouser and belt at the shop since the only clothes left were shots and a tracksuits in my baggage as well as my UNISA study materials and toiletry bag.

I submitted the requested documents as requested personally by hand delivering them over at Cape Town International Airport Mango Baggage Services Kiosk and then confirm thereafter with Shabnam. She then made a promise to resolve this matter ASAP.

Since then , I have been interacting with Shabnam for the entire 2019 up until I was later advised that she is no longer working for the Airline . This was indeed very frustrating as I didn't know what to do .The last update received from Shabnam was that she will escalate this issue to her Superiors for immediate action and that was the end . I even went personally to Mango Airline offices at OR Tambo International Airport as well as well as always visited their Cape Town International Airport Baggage kiosk in vain.

I need to place it on record that despite all my efforts and visits to Mango Baggage Kiosks early this year (2020) to follow up on this remain fruitless . This is the worst service ever and to date my complaint remain resolved and whenever I read their slogan " GO DISCOVER MORE. GO MANGO" , I become extremely angry. To me it's should be " GO AND LOSE MORE ITEMS WITHOUT ANY ASSISTANCE, GO MANGO".

To date , more than One (1) and nine (9) months , Mango Airline have not yet resolved my issue . I am tired of following up with them anymore after doing so for more than One (1) year and nine (9) months The issue which they promise to resolve within 7 to 15 days as per the email from their Guest Care Services .

I remain a victim and lost quiet expensive as well as valuable clothes which are very closed to my heart , suffered further prejudice in respect of Mango Airlines staff's misleading and empty promises for more than one (1)year and nine (9) months to date .

Please assist urgently on this , you are my last and ONLY hope , please !!!!

Thank you

Richard Aphane