Pathetic and Discriminative behaviour from Mango staff members including management

Good day Team,

It's with great sadness that I'm writing this email to you.

My aunty was at the airport this morning but she was refused to board into the flight under pretext that the asylum seekers' document that she was holding was not original (it was a copy), she had to go and get the original one (though it expired in April but it's still valid according to the president's decree) .

We had to go and collect the original document, pay the penalty so that she can take the 16h30 flight however, Mango staff members including management refused once again to check-in the poor woman who has been stranded at the airport since morning, under pretext that her Asylum Seeker's document was expired.

The president of the state and minister the minister of Home Affairs loudly decreed that all foreign nationals' document that expired during the lockdown period are considered as valid until the 31st of January 2021, this is known by all entities out there including all airlines, banks and schools.

My aunty was at the airport alone, she can hardly speak English and everyone refused to listen to her, I asked that she could give the phone to the manager but the manager (I could hear an Indian woman's voice at the back shouting at my aunty that she'll not travel) what an insult? She refused to take my call, the people at the ticket sales and check-in counters did the same thing. I phoned the call centre but I had to hold the line for more than an hour until I ran out of talk time.

What kind of service are you providing the your customers? Why are you behaving like insurance companies what will find all the impossible reasons to decline a claim???

Are you now offering your service based on the passenger's name, skin coulour or eloquency? The woman is left helpless at OR Tambo, I'm 40km away from airport and everybody refuses to listen or assist her.

I'm very hurt and disappointed, please I need a full refund of my ticket and I'll never ever fly with you again because your service is unbelievably pathetic and it really pains me to realise that we're still getting this kind of discriminative attitude in South Africa.

I'm reachable on ***.

Best Regards Olga