No response to Complaint

Item: Mango Airlines
Rating: 1
Author: Michelle P

I sent the below complaint on 28 April to which I received an aknowledgement that I would receive a response within 48 hours so the email was received by the company. After no response I sent a follow up email on 03 May and again on 05 May and once again today, 11 May. From: Michelle - Jenman Safaris Sent: 28 Apr 2016 01:21 PM To: '***' <***> Subject: Complaint - Reference NKTCYB Good day, I hope this finds you well. My family and I were booked on flight JE334 CPT – DUR on Thursday, 21 April departing at 08:50. As I’m sure you are aware, the traffic in Cape Town was absolutely ********** on Thursday morning – the worst I’ve ever experienced. We left 3 hours early for our flight but unfortunately we were stuck in traffic for over 2 hours. We phoned your call centre to advise that we were on our way but stuck in traffic and we probably wouldn’t make the flight (knowing that check-in closes 40 minutes before the flight). We were charged R1600 to change our flight to the later flight. Once we checked in and went through security, we saw on the monitor that our flight at 08:50 was delayed to 09:45. By then it was too late and we had already checked in and received our boarding passes for the 11:15 flight. Why were we not informed when we called in that our flight was delayed? Instead we were charged R1600 to change our flights to a later time. When we phoned in, we were only about 20 minutes away from the airport so we would have made the flight with plenty time. I would really appreciate if the R1600 charged to change flights could be refunded to us because if the consultant had informed us that the flight was delayed, we would have made it on time and not have had to change flights. I look forward to receiving your favourable response. Thank you very much. Kind regards, Michelle Du Plessis

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