Unacceptable Service provided by Mango

Please note that I would like a refund/voucher for the below reference number due to the fact that I was not informed by mango’s consultant when I called on the 27/07/2020 to enquire if my son can fly to me in Johannesburg. Although I called to find out how to use the voucher that I had from the lockdown period, as a consultant she should have informed me of the restrictions/rules/regulations for flights or if she was not aware about all restrictions/rules/regulations then she should have told me to look up the updated Covid regulations on the Mango website.

Since I was not given the correct information I feel it is only fair that I be given a refund/voucher for the full flight price, because if I had been given the proper information before booking a flight then I would not have booked one. Please refer to your recorded calls on the *** number on 27/07/2020 at 11:54 from number ***. I was not informed to look at the update on Covid on the Mango website nor was I told that because my son is a junior he will not be able to fly.

Also, when I called the *** number to make my enquiry, the recorded message ONLY states that business people must have their travel permit, it doesn’t state that minors/travel for visitation is not allowed which I find suspicious because you, the airline, are not giving your customers the correct information but when I/we as for a refund/voucher then it becomes a problem. Taking our money is fine but returning when the fault is not mine is abhorrent.

I have called the call center yesterday because my son was at King Shaka airport waiting to fly and spoke to Philiswa Gqamlana, the supervisor in charge at Mango, she told me that she will listen to the recorded call and call me back. I phoned 4 times today 28/07/2020 and I left a message for her to call me back but she either doesn't want to respond or doesn't want to deal with this issue. I find this service completely unacceptable. If proper guidelines/procedures were in place when contacting your call center consultants then I WOULD NOT be in this situation fighting for my money. it looks to me that Mango is not training their consultants sufficiently.

apart from the price of the ticket and the disappoint in not seeing my son, who is going to reimburse me for the petrol and airtime that has been used for all of these calls.

Please treat this matter as urgent and send me feedback timeously.

Reference number : TLLTCL