Mango Airlines - OR Tambo

<p>My name is Sebenzile Mthembu, I am writing to you because I need an action regarding bad treatment I have received from Mango Airlines at OR Tambo International Airport. In three weeks back I made a flight booking with Mango Airlines for my travel on the 24th of February to Durban and return back on the 26th of February to Gauteng. The time I made booking I informed them that I am paraplegic (Wheelchair), they sent me a questionnaire to fill in and state the status of my disability then I sent it back them. Then they re**** back with an approval and they told me that the time I get to the airport I will get an assistant who will take me to the aircraft (reply attached)</p> <p><br />My departure time was 19:40pm and I was early with an hour and thirty minutes. When I got there I was attended by Palesa Moalosi (Agent), she asked me if I have filled in the documents stating my disability then I introduced the proof and other documents, she then went to the office to speak to the team leader (Nonhle Nkosi), that lady came to me and talk to me with an attitude telling me that I can not use their aircraft because I am disabled so if I want to travel I need to travel with someone or they cancel my travel and I will get a refund, to me that was a ************** and failed to understand why they approved my booking from the first place and decline it in last minute while I was already there. I have asked them if they do have a policy in place stating that as a disabled person I am not allowed to use their aircraft but I didn't get a reply on that, instead she asked me that in case of emergency how am I going to save my self in a plain because I cant walk (to me that was a silly question).</p> <p><br />I asked them to make some arrangements with other airlines that can take me and I explained to them that its not my first time using a flight so I don't know that there are aircrafts I can not use because of my disability as they were telling me and all what they were doing was a ************** to me and was very hurt. The lady insisted that they have nothing to do I must go back home and plan how to travelling to Durban if I still need to go but not with their aircraft and by that time it was already the departure time then the flight left and I had to make another plan because I was going to see the Dr at 08am the following day.</p> <p><br />The next thing I had to do is to book a bus for that night at Park Station, I then started my journey at 10pm then I arrived in Durban at 05am (very exhausted and tired) and I returned back with a bus to Gauteng on the 26th of February. Please note that as I send you this email I haven't get my money back and no one phoned me and ask for my banking details, instead I am the one who keep on calling them now for my refund.</p>