Hugely disappointed in Mango

To whom it may concern

I am in tears as I am writing this letter. I don't even know where to begin to voice my disappointment.

I was looking forward SO much to take my puppy with me to Jeffreys Bay today to play on the beach and just have a fun time. I especially bought a new, expensive pet carrier to transport him with me on my Mango flight.

This morning, I got up at 04:15 to make sure I arrive timeously for my 07:10 flight and would have had to board at 06:40. The booking reference was RVLKPT.

An accident on the N3 highway caused me a huge delay, but I nonetheless managed to make it JUST before the counter closed. Needless to say, it was a struggle with my baggage, anxious puppy in the container and the fear of not making the flight.

Well, I did make it in time, only to hear that the pet won't be allowed without a vaccination card. Huge disappointment and the tears streamed down my face. I admit - this was an oversight by me and I realized that I would have to drive ALL the way back to go and get the card.

Mango then told me that I could either change my flight to 11:40 or 16:20 today (the same day) but with a penalty fee of either R1 300 or something like R480. I chose to pick the cheaper option, i.e. the 16:20 flight.

A few minutes ago, I received a voice message that NO PETS WERE ALLOWED ON THAT FLIGHT!!!! That AFTER I checked with the lady at Guest Services to make sure the pet is included again. It was even indicated on my receipt that the pet is included.

What is Mango going to do about this inconvenience and unacceptable behaviour? What am I now going to do with my pet and who will be looking after him? On which flight will I NOW have to fly - without my dog?

You will be refunding me the amount that I have had to pay unneccessarily to change the flight, but to one I can't take my pet on!

I will be escalating this matter further. I only know I will never fly Mango again.