Mango RUDE Pathetic service

Good day,

I would like to lodge a formal complaint against Melissa Govender who is a Manager at King Shaka airport.

On Saturday morning my mum who is a pensioner was taking a mango flight. The surname on her ticket was incorrect. She asked Melissa for assistance. Melissa first said it can be done at her station. Then she told my mum to go to customer service and pay a fee of R200 , and this is the only way to have the information changed as there is absolutely nothing she can do to assist in any way. I was on the line with my mum. Melissa spoke to my mum in such a condescending matter. She was extremely rude, she raised her voice. I asked my mum to let me speak to her cause this is utterly unacceptable the tone this woman had with my mum. She then asked my mum do you know what is Covid? Are we people that live under a rock to not know this. She insisted that she is not speaking to her daughter on your phone, I then asked to be put on loud speaker.

I told Melissa I did not appreciate her tone. She started by telling me she is the manager and I must speak to her, this immediately told me that she already knew i was going to complain about her attitude. She also said it is not her job to explain twice to my mum on how to assist her. It is simply not her Job. So I asked her, is it not your job to assist and explain to a pensioner on Mangos procedure? You stated you are the manager?

I told her I am not happy and I will lodge a formal complaint and she said that is fine. There was another lady at her station and this lady was equally rude to my mother.

I am so appalled with this attitude, rudeness and behaviour and I will be sharing this experience on all platforms.

Needless to say my mother did go to the customer care department and was then charged R350. I am shocked that this is the only way to get this sorted, is there no options, could i not do it online? My 60 year old mother could only do this at the airport , she is unemployed and was told the only way to board was to physically go to customer care to pay the money. I find it very strange as the Mango website shows that this can be done online but Melissa insisted that my mum walk to other departments to get this sorted out. A person who is medically boarded because she is semi blind. I booked the ticket, I was on the line with her, could I not have done this online???? You are telling me that you can`t do online changes and I could not pay this online. the only way was to get my unemployed, medically boarded semi blind mum to do this? Oh as Melissa stated it is not her job to explain on how to assist???? Luckily my mum had cash on her and it was R350.

Mango`s service is extremely pathetic.

I expect to receive a call from Melissa's manager, as according to Melissa she is the manager, so I could only deal with her.

I have called and lodged a complaint, I have emailed guestcare at Mango but no response.