Mango airlines - unacceptable treatment of the customers

<p> </p> <p>Me and my husband were supposed to fly from Bloemfontein to Cape Town on Friday Aug 26th. I was pregnant, so i have visited my doctor before going on this flight and asked him if everything was ok and if i could fly. He said no problem, I could go.<br />I have also checked online the international policy regarding pregnancy, and specifically the Mango policy regarding my special situation, and in their official policy document it said: "8.6.1 Pregnant Guests may travel on MANGO without medical clearance provided they are less than 35 weeks pregnant, and they do not have any complications. The standard “MANGO Special Medical Needs Request Form” will have to be completed by the Guest's Medical Practitioner certifying they are fit to travel once over 35 weeks into the pregnancy and forwarded to MANGO for clearance, following which MANGO will confirm the reservation. The Guest should carry a copy of the response, indicating the response reference number on their person." <br />I was 29 weeks, so i did not have any concern about my flight any more.</p> <p>However, at the check in I was asked, how far I was with my pregnancy. So I told it was 29 weeks. They have immediately stopped me and said that i could not fly. They said that from 28th week i need to provide them with the letter from my doctor. I tried to argue, referencing their own policy, and that the doctor was also not aware of such thing as a letter after 28th week.<br />They said it was their policy and they are closing the boarding gates. I was in despair - our flight was paid by the company, the hotel was already paid, the airport transfer in Cape Town was organized and paid! The next flight was supposed to be 2 days later! I told them that by treating me in such a way, they are not doing good to my pregnancy and to my baby. They said they don't care, and the Mango worker (i think his name was Arries Koos) was obviously enjoying watching me being upset.<br />So we started to call my doctor, he was on vacations, and we had to call the emergency reception in the hospital. They had doctor's personal number, called him and asked to call back to the Mango manager. Doctor was driving on a highway that moment! So he had to stop and urgently call the airport. He was trying to figure out what was going on. They could not explain to him what was the purpose of the letter after 28th week, and why he (or any other OB in town) was not informed about this policy. They just said it was their new policy!</p> <p>Eventually they let us go on the flight (which they had to re-open), we were the last people, and they made me run like crazy with the bags across the runway to the airplane. We got the very last seats on the back, after all of this nonsense i felt terrible and had a severe headache.</p> <p>A week later, on the flight back, there was no problem in the Cape Town airport. When we arrived to Bloemfontein we went to the manager (it was Katlego Shuping) and asked what was it all about. She showed us the new policy which was issued in April 2016! It was already September 2016, and there was no document online with the correction. The policy was printed and lying in her office in a folder. So nobody could have possibly known about this new policy in advance! I asked for the explanation of this, and we also wondered what are we going to do about this situation now? They cause us emotional and moral damage with a potential risk for our baby. Not mentioning bothering the doctor on his vacations.<br />The manager apologized, took my contact details and my flight reference number, and promised to write a letter to a customer care, and to cc me on it. A week later we did not hear anything from her. So we called them, and they said she was on vacation, and that we have to wait indefinite time before our complaint would be resolved. It have been 2 weeks now, we have not heard a word from Mango.</p> <p>I do not recommend anyone to fly with this company again.</p> <p> </p>