Poor service

Attached is the email correspondence to Mango regarding the poor service rendered and up to now no response and or an apology. This email was forwarded to Mango again on 01 Nov 2017 and still no response. Please refer to reference no. PZGNGT This booking was made on 27 September 2017 and confirmed as per your documentation. We have arranged for transportation to Cape Town Int. Airport as well as transportation from OR Tambo to Pretoria.

I checked the flight update and noticed that JE174 was scheduled for dept 22h10 and arr 00h05. As my spouse was travelling on her own on this flight I contacted the Mango Call Centre on 20 October 2017 at about 15h15 and informed them that I need assistance to get an earlier flight and also enquired why we were not informed via sms, email or telephonically of these schedule changes. Your agents “Charlie” confirmed the schedule change due to the strike (NOT MY PROBLEM) and at the end after I was put on hold for more than 5 minutes suggested a refund option (NOT ACCEPTABLE) and then I was transferred to Mango Guest Care agent “Maliswe / Neliswe” whom suggested 2 options – A flight departing in 5 minutes time , actually the flight departed while I was speaking to her and the other option is to Lanseria. Due to Transport cost arrangements this was not an option , so we had to stick with the scheduled flight-(NOT ACCEPTABLE).

On arrival at Cape Town Int Airport at 21h00 at the Mango reservation desk we informed your agent “Rochelle”of the situation of the rescheduled flight and the no alternative attitude and no communication of Mango , she apologised for the situation and raised the question why did the call centre agents not offered to change the booking to another airline/s as they have done with their Mango Guests ? As a gesture of goodwill Rochelle gave my wife a voucher for R60.00 to have something to eat at the Wimpy , Mugg and Bean – THESE SHOPS WERE CLOSED , hence she was able to buy some sparkling water at a Kiosk that was still open .

The only option we had was to take the rescheduled – delayed flight departed 22h30 and arrived 00h44 .

The lack of empathy , the lack of understanding costs incurred for transportation to and from the airports, the lack of not communicating and the rescheduled and delayed flight = Poor Service and a very negative experience with Mango.

Regards

Dave and Karen Nienaber