***** or dodging airline?

On Wednesday 28 November I traveled from O.R. Thambo airport to King Shaka on flight JE251 which was late in taking off, causing me to lose my shuttle connection in Durban which resulted in further delays, expense and inconvenience. I was placed in seat A1 as I was a passenger assist traveler. On boarding flight attendant Shoaib Moosa took my laptop away from me and insisted that it be placed in the overhead storage compartment which he duly did. On arrival he yanked two cases out of the storage compartment at the same time and in the process dropped my laptop to the floor from the height of the storage compartment. After retrieving my luggage I reported the incident to Clement Isaacs at your customer care counter. We tried to get the laptop booted up without any success after which Mr. Isaacs suggested that I put my complaint to Mango customer care in the form of an Email which I duly did.

On 04-Dec-18 13:43, ********** wrote:

Good Day Mr. Roestrof On behalf of Mango I would like to apologise for the unfortunate incident that occured. We have forwarded your complaint through to Management for further investigation and will revert with feedback as soon as possible. Kind Regards Cinzia On 13 December I enquired when I could expect feedback and received this reply

On 18-Dec-18 16:24, Guest Care wrote: Dear Mr Roestoef We trust our email finds you well. Kindly note, with all items carried into the aircraft, Mango does not take any responsibility therefore. We are therefore regrettably unable to offer any assistance. Best Regards Shabnam Dhansay | Team Leader: Guest Care Department Office: ********** 002 ********** Good afternoon Mr. Dhansay I refer to your email ( subject reference) wherein you refuse to take responsibility for the actions of one of your employees ( flight attendant Shoaib Moosa ) who dropped my laptop from the overhead compartment to the floor of the aircraft. Is it standard practice for Mango airlines to absolve themselves from responsibility for the actions of their employees or does that only apply to flight attendants? If this is a general policy then am I to understand that if the pilot crashes the plane, Mango airlines will also refuse to take responsibility for said pilot’s action in order to avoid paying compensation? Why is this fact not made public knowledge regardless of whether it is a general policy or a specific one? It would be interesting to see what public opinion is via the social media. Should you continue to refuse compensating me for the damage to my laptop I may have to resort to taking legal action and would appreciate it if you would advise me of the correct address I am to use for the purpose of such correspondence. I trust that it will not come to that and that we can sort this matter out amicably. Looking forward to your confirming reply. J. Roestorf

On 27-Dec-18 16:37, Guest Care wrote: Good Day Thank you for the reply. Kindly note, all items carried onto the plane is done so under the guests’ own liability. We are truly unable to assist. Best Regards Shabnam Dhansay | Team Leader: Guest Care Department Office: ********** 002 **********

On )7 January I wrote:-

Good day.

I get the message that Mango is unwilling to assist but please answer my previous question if you dare. "Does Mango airlines take responsibility for the actions of their employees or not"

Regards

J. Roestorf

I have had no response from Mango since then.

My next questions are these:- Why is Mango not responding? What are they hiding? Do they take responsibility for the actions of their staff or not?