Time to fly out of the tunnel....vision

<p>Whilst I am aware that your net loss was reported to be R36.9m for the end of March 2016, and you obviously need to try and regain funds, I cannot for the life of me understand a certain policy of yours when it came to our baggage weight for our flight from Durban to JHB yesterday.....</p> <p> </p> <p>We booked 4 return tickets from JHB to Durban for our family vacation, for myself, my husband and our 2 children. As it turned out, my mother and and my sister and her little one were also going to be on holiday there around the same time. 3 days before we were due to fly home, we decided that it would be lovely for the kids to stay on for a few days with my family and drive back with them, just so they could have a bit of an extended holiday and the cousins could spend some time playing together. We went online to try and cancel the 2 tickets for the kids but your policy indicated that we could not obtain a refund. We decided to however take the financial knock of about R3600, as the kids were begging to stay. </p> <p> </p> <p>Upon arrival at the check in counter for our departure to JHB we advised that the kids would not be joining us on the flight but we still had the 4 tickets allocated to us which we had paid for. We now had 3 bags to check in (as the kids didn't need all their luggage for a few extra days we took it back with us). Once the bags had been weighed we were advised that we were 10kgs overweight. I asked how many kgs per person was allowed and we were told 20kgs each.....we had 50kg between my husband and myself. Now yes, under normal circumstances where 2 people are flying and allowed 20kgs each and you're overweight by 10kgs, I would have taken responsibility and been happy to pay, but we actually had 4 tickets....which works out to 80kgs baggage allowance for us. Again, we had 50kg, so we were in fact actually underweight! The 2 tickets for the kids were paid for. No other passengers could have used them and those seats would remain empty. We used 10kgs of their baggage allowance (of the 40kgs they were entitled to)....and yet it was insisted buy the staff that we were overweight and had to pay R450! Come on guys! This tunnel vision is atrocious! How could you not work out that we had paid for 4 tickets which included 80kgs of luggage, and only had 50kgs?! Your explanation : "That's our policy". This was a situation that differed slightly from the norm, and a simple solution would have been to have the common sense to assess this situation independently and realise that your policy didn't actually make sense in this scenario and didn't need to apply. You need to employ people who are a little more discerning and whom are able to make reasonable deviations from the norm when necessary. </p> <p> </p> <p>Please could someone explain this policy to me to justify the payment of R450 we had to make for "being overweight"? I'm at a complete loss and cannot understand the logic? Surely you can't be so desperate for funds? </p> <p> </p> <p>From the other complaints I've read about Mango airlines it is clear that you perceive your clients to be a heard of cattle that you just shove from one place to the next. Perhaps you should take the time to treat your clients as the individuals they are and actually listen to their requirements and do the 'good customer service thing' to ensure that they would choose to use your services again. Your brazen attitude and arrogance towards your customers is going to continue to ensure your company runs at a financial loss. Perhaps you should read and respond to the complaints? I am no expert but I'm guessing that would be a good place to start...</p> <p> </p> <p> </p> <p>Regards, </p> <p> </p> <p>Gina</p> <p> </p>