Staff attitude and info not provided
Good day
It is with great disappointment that I have to write this complaint about pathetic service I received from the Call Centre and again the unacceptable service my parents received this morning when they checked in at the airport.
I booked a flight ticket for my Mom online yesterday, her name is NOBUHLE Monica and I made a spelling error as Nobuhlobo Monica, that actually pre populated when I wrote her name and I didn't notice. Only after I received confirmation of booking that I realized the name was spelt incorrectly. I then contacted the call Centre to assist me in amending the name. The guy that assisted me advised me that there's a charge for changing names, told him I wasn't changing name but correcting a spelling error, he gave me such an attitude he wouldn't even listen to me cause he was shouting at me and telling me it's a mistake that I have to pay for and I can't change their policies because of my own mistakes. I insisted to speak to the Manager and was told that he has stepped out. I then told the guy that I will take this up even with the CEO of the company if I have to because my understanding of the policy is that you need to pay if you are changing the names of travellers which was not the case with me. Eventually the guy told the that he has put an endor*****t for the airport staff to note the amendments but couldn't send me an email to confirm such.
This morning when my parents checked in at the airport, mind you my folks are 69 and 71 of age...they were so inconvenienced to an extent that they were requested for my bank card and ID copy, this was first for me in so many years that I have used Mango. Imagine their frustration at the airport, travelling to see their son who's in ICU in hospital. What a terrible experience that we all had and in my view that was done purposely because I challenged the policy yesterday.
I'm very much disappointed with this below standard service, I don't wanna say I'll stop using Mango because of a few rotten potatoes that you have, however, I require Mango to recover the trust that I've always had in them. I'm sure that it's not just myself that have experienced such and with so much competition around, it's very easy keeping quite and moving to another airline.
Trust that something will be done to correct this kind of behaviour. If possible, you can listen to the conversation between myself and the call Centre agent. You can contact me for the booking ref number