Never again - stay away from Mango if you value your possessions

Please see below correspondence with this useless airline who has ******* working for them who *****s from your luggage and all you get told is, "if you want to claim you should have bought the extra travel insurance". Starting to think it is a sideline business...

"To whom it may concern:

When we arrived home after our flight, my wife unpacked and immediately realised that out suitcase was re-arranged, as she has a very specific way how she packs it. We went through our luggage and saw that the following items were missing: 1. A spanner (I think it is a no. 12 or 13 (one of two) The shifting spanner was not taken 2. An empty Energade bottle (there was two in there, the second one was not taken) 3. Bottle of men's body wash (not sure the make)

The hand cream was also opened as the was a blotch of hand cream on the clothes.

I tried to report it on the night. The only number I could find on our booking was ********** 234. The voice recording stated the office hours.

I therefor again called this number on Monday 6 May at 08:59 and spoke to a service agent (cannot remember who) and told my story. My call was transferred my call to the right department. This number just rang and eventually I was asked to leave a message, which I did - stating what happened, the flight number and my contact details - ********** . Nobody called me back.

I the same number again again called this morning at 09:10 and this time it was answered. The lady asked me to write (this) email to report.

We are very unhappy with what happened. Our privacy has been breached and this is unacceptable. There was no signs of forced entry and the suitcase was locked with a little flight numeric lock."

The reply: "Good Day Mr de Klerk

Thank you for submitting your reply. Kindly allow us the opportunity to convey our sincerest apologies for the inconvenience caused. Mango takes all forms of dishonesty extremely seriously and we have a standing task team that continually seeks to minimise theft.

Please be advised that the heads of security works very closely with all airlines and role players at all airports to continually seek and implement solutions that either halts or impedes pilferage while also exercising quality control of our Guest’s baggage. Our operations team constantly engage on matters such as this and new avenues to aid and prevent such incidences are always considered and implemented. Even though the upgraded security measures has shown a decrease in pilferage and damage over a period of the latest 24 months, regular consultations and reviews are constantly being tested and implemented.

With reference to our terms and conditions of carriage and as a safe-guard measure for the airline and our guests’, Mango only compensate for missing items of clothing with a distinct difference in weight and not for any valuables (including jewellery, money and fragrances), electronics and fragile goods stored in your bag. All baggage related incidences must be reported to our offices within 24 hours of your flight. Passengers who have opted to purchase the extra travel insurance may claim for certain losses and damages not covered by the airline.

Again, we apologise for the negative activities experienced.

Thank you for flying Mango.

Best Regards

Shabnam Dhansay | Team Leader: Guest Care Department

Office: ********** 002

**********

Conversation continues: "Thank you for your reply.

Our complaint was never intended for a refund of the items. The value is negliable, but the fact that somebody went through our personal belongings, while in your company's care, is sickening. Your immediate reference to your terms and conditions just shows that you do not have theft under control. It also seems like you do care to eradicate theft from you guests' luggage, as your response merely addresses possible financial liability to your company, with the option of additional travel insurance.

Our return flight on Saturday will definately be our last with you and I will do my utmost to warn potential guests about your "exceptional" customer care.

Ps. Kindly provide me with contact details of the person/department handling the actual investigation into the unauthorised access to and subsequent theft from our luggage.

Kind regards"

Second reply: "Dear Mr de Klerk

Thank you for submitting your email.

The investigations are conducted by our baggage handling department. They regrettably do not deal directly with passengers’.

Best Regards

Shabnam Dhansay | Team Leader: Guest Care Department

Office: ********** 002

**********

Shocking. I will never fly with this airline again and urge people that if you want to check your luggage, stay clear from this airline!