horrible service, special needs passenger, lost luggage

Item: Mango Airlines
Rating: 1

we were booked to fly from durban to OR tambo on January 2 2017 at 17:45. mango flight JE 284 Flight *** we had also booked a wheelchair for my granny who is 87 years and was unable to stand for long periods or walk long distances or climb stairs. we checked in at 4:00, ample time to get the wheelchair as well as check in the luggage. the checkin consultants were relatively quiet. 1stly the checkin agent was not paying attention, and we had to ask 5 times for the wheelchair. bear in mind the reason for booking the wheelchair is to make it easier on the passenger that requires it. eventually, we asked for a supervisor, who then requested the chair for us. still waiting another 20 mins for it to arrive. when it did finally arrive, it was broken. to add to this, we were the last to board with no assistance, as the delay from the agent and the wheelchair delayed the doors closing. then to top it all off!!!! the agent only tagged one of our suitcases! so the other was lost in transit. we get to O R Tambo and the bag does not arrive. the baggage agent there tries to assist, as there is medication in that suitcase which we urgently require. but the agents in Durban are too slow. we only received the suitcase the next day, during which time we had to repurchase that medication, so it cost us double. the time and effort and additional costs is totally unacceptable, made our flight miserable and spoilt our vacation. as well as almost cost an ill person severe health issues due to the medication delay. we obviously wont be flying mango again. but this needs to be addressed and dealt with in the appropriate manner. please feel free to contact me should you require further information. thank you Maryam ********** 696

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