Unhelpful, contrary information, rude and self serving

<p> </p> <p>I am sitting at the airport still flabbergasted as to the events that have just unfolded with your staff.</p> <p> </p> <p>I was booked on flight JE123 at 5:55 to Cape Town and as I do on every flight I checked in the day before as I rarely if ever check in bags. I unfortunately only arrived at the airport late and seen as though my colleague was checking in her luggage I thought I would do the same.</p> <p> </p> <p>Arriving at the counter I was greeted pleasantly by a gentleman Christo who started the check in process ( I had a suit bag and a small hard case bag and a rucksack). During the on boarding process a woman named Nomhle started mumbling to him and didn’t address me for a second until I asked her what the problem was and she told me I couldn’t check the bags in as I was too late and I needed to catch another flight. I explained to her that I needed to be on the flight but she paid no attention and kept repeating read your Terms and Conditions, read your terms and conditions. I was getting extremely aggravated as she wasn’t interested in trying to find any solution and just kept repeating read your terms and conditions. I tried to explain to her that on the mobi ticket it says nothing about 40 minutes before. She refused to even look at the mobi ticket. I raised my voice to her and walked off.</p> <p> </p> <p>I went through the security and was waiting in the queue. I was greeted by your staff who scanned my ticket and I started walking when they told me I had been off boarded. When I asked why they said because I had three bags. Whilst I stood there I asked them why other people had three bags but were being allowed on and they ignored my repeated question.</p> <p> </p> <p>With 15 minutes to go before the plane was leaving I was still begging them to contact someone to come and deal with this, the lady did call someone but to no avail no one arrived. I do not understand how a plane with 186 passengers can have no supervisor at the ready to deal with any issues. When I asked again when someone was coming I was told to wait and work with them as they had other things to do.</p> <p> </p> <p>So there I stood with my flight leaving imminently, meetings at 9am and 10:30am and no one from Mango interested at all to help me. My colleague was sitting on the plane waiting for me.</p> <p> </p> <p>I would now like to point something out, between my colleague and I we had combined two laptop bags and two pieces of carryon luggage. All within the weight and size dimensions. The plane was at NO risk and within regulations for carryon luggage between the two of us</p> <p> </p> <p>I am fully aware that I was running late and that you shouldn’t have three bags with you but as I said to Steven Neethling I learnt that with mango honesty is NOT the best policy as had I gone straight to the plane I would be in the air now instead of typing this mail to you. The only reason I was off boarded was because I went to check my luggage in and Nomhle didn’t like the verbal exchange. Why she couldn’t just have a rational client friendly conversation with me I will not know.</p> <p> </p> <p>I would also like to point out that she had no idea if I had gone back to my car to rearrange my clothing into one bag.</p> <p> </p> <p>On the later flight that I was put on I specifically asked the staff what would have happened if I had entered with the three bags and they told me as they did with the current people on the flight with three bags, if it couldn’t fit they would have tagged the bag and placed it below.</p> <p> </p> <p>During my exchange with Steven he was very rigid in saying that had I been allowed to go past the boarding point the staff at the plane would have prevented me from boarding the plane and off loaded me. I told him he is incorrect as I travel on average nearly every month with Mango and I always witness people travelling with more than two bags. He told me impossible. So on Saturday I thought I would put it to the test and make sure I wasn’t dreaming, and to make sure that Mango never thought I made it up I thought I would document it. So with the identical bags I walked through security, through your boarding station, through the air hostesses on the plane and sat down. All of this is documented on video and pics.</p> <p> </p> <p>This experience shows me that customer service and making a plan for your clients is not a priority.</p> <p> </p> <p>I have tried to contact the guest care line but after 12 minutes of holding on I hung up, just another example of the client service.</p> <p> </p>