Pathetic service

<p>My husband , 2 year old child with cancer and myself was booked for a flight with mango on Saturday 30/07/2016. We was flying to cpt for medical reasons. On Saturday morning my son got ill and we had to wait until 07:00am for the call center to open in order to cancel the flight that was departing at 08:00am. I was told by the agent that they will be deducting 300 per person due to cancelation and that the voucher which we can use for any other bookings will be processed with 72 hours. Mind you that a letter from the dr needed to be provided in order for the whole transaction to be processed. We then got a go-ahead from the Dr that my baby was able to fly. we called mango and was told that we still had to wait for the voucher to be processed and that nobody could assist us, we had to just wait. we then being desperate as we was booked for theatre Monday morning had to book with the useless airlines again and pay an entirely new amount. I called the call center today with querying my voucher application and was told i can speak to guest care, which mind you, you wait and wait and call just cuts. This pathetic airline needs to revisit their processes and policies in cases of emergency. They should be able to be more flexible and admin fees need to be wavered in certain cases. Why do we as customers need to pay such high fees and yet get no assistance or service?</p>