PATHETIC SERVICE

Item: Mango Airlines
Rating: 1
Author: Dhiren S

I am extremely disappointed with the service I have received from Mango Airlines. My wife and I were booked on flight JE267 on Friday, 17 March departing at 19h40. At 06h00 on the morning of Friday, 17 March we received an SMS from Mango Airlines informing us that there has been a delay with our flight. The SMS stated that our flight will be taking off at 21h50. Based on the SMS received we adjusted our departure time from home to 20h30 as the SMS did not indicate we should be still be at the airport at the original departure time. At 20h30 while exiting our driveway we received another SMS indicating that flight JE267 has closed at 20h20 and will be taking off at 21h00. We live in Kyalami and it would have been impossible to be on the plane at 21h00 seeing as we were only leaving our home at 20h30. We immediately called the call centre and we were informed that there are other customers with the same issue we have and we should go to the airport as early as possible on Saturday, 18 March to try and get onto another flight. We took the advice and got up at 04h00 on Saturday, 18 March and made our way to OR Tambo. The team leader at the Mango desk informed us that all flights are full and the best they could do was put us on stand-by but this is not guaranteed. We waited on stand-by for the 06h30 flight, however we were informed that all passengers had arrived for the flight and we could not get onto that flight. The team leader advised us the best option would be to possibly drive and we took the advice and got into our vehicle and drove to DBN. We had to attend my sister’s wedding and as a result of us missing the flight on Friday and having to drive on Saturday morning we missed the wedding scheduled for midday Saturday. The service and advice we received was very unprofessional and no attempt was made to get us on another airline. Based on us driving down we requested a refund for flight JE267 (Reference: PJDRPC). The team leader said we should keep receipts of all our costs and send this to “refunds” email address. The address she gave us was incorrect so I had to spend time trying to find the correct email address. After getting the correct address I emailed and called Mango on the following dates as I was not getting a response. 1. 21 March 2. 23 march 3. 28 March 4. 30 March 5. 04 April 6. 09 April IT IS NOW 12 APRIL AND NOBODY FROM GUEST SERVICES HS RESPONDED TO MY NUMEROUS EMAILS OR CALLED ME I would like a refund for the following: 1. Flight costs: check reference PJDRPC and the endor*****t on the system 2. ACSA parking which we pre-booked online And I would like to know what Mango will do as compensation in addition to this terrible service and missing a memory that we will never get back due the errors on their part and lack of service

Helpful (0)

Replies (0)