Pathethic Mango Airlines - luggage theft syndicate

I was on flight JE241 departing from Johannesburg (OR Tambo) to Durban on Saturday. After receiving my luggage and upon inspection, I noticed that the lock on my bag together with the zips had been broken and my belongings had been tampered with. My belongings had been left in a state of disorder and my valuables had been ******. I had reported the matter to the airline helpdesk immediately.

I checked in my luggage just before the flight could depart and the attendant provided the verbatim script about “electronics and dangerous goods”, however there were no precautionary or declaratory information given to me regarding anything else. The flight had been slightly delayed which now creates the impression that this is purposely done in order to tamper with customer bags – I was not the only passenger whose bag had been tampered with on this flight. It can be safely assumed that the airport staff together with the associated airline staff are in cahoots in committing organized crime. What surprises me the most is that the imitation jewellery was not taken but authentic jewellery– how much time did they have to identify this and where was security??? As an airline it was their duty to provide safe and secure services to customers and further more these were my belongings which I paid for and trusted the airline with. I am extremely disappointed with the service provided at Mango. After this damning experience I will seriously reconsider the option of utilizing the airline for anything - in fact I had a return flight with the airline however opted to purchase a ticket with a different airline.

When I reported this to the Mango helpdesk I really did not feel assisted at all. I was just a number and was given no reassurance or help but was advised to bring in my empty bag for repairs!! What type of customer service is this!! Certainly makes one assume that even with a crime that was just committed with the association of the company name it appears to be trivial to them.

I had sent a follow up email to the airline and have not received any feedback as yet. I shared my details via facebook and i have still not been contacted. This is pathetic and unacceptable.

I request urgent assistance or some kind of solution around this situation. As customers we cannot accept poor services as this seems to be the norm and the frequency of luggage theft is unacceptable. If you cannot provide secure services you have no right to be in operation. Further more, all my belongings are regarded as valuables to me so I do not appreciate and will not tolerate and entertain comments from the airline with regards to taking care of valuables!

Regards,

Z