Very bad experience and bad client service

I attach my letter sent to Mango Airlines on 16 November 2020, to which I have received NO response, not even a confirmation that my email has been received and deserving attention:

Good day

I tried contacting Mango on ***, but hung up the call because after waiting 10 minutes I still hadn't spoken to anyone.

I spoke to the manageress of the Mango outlet at OR Tambo Airport on Friday, 6 November 2020. I raised a query with her regarding our flight time that was changed by Mango to an earlier time and the inconvenience and extra expenses which it caused us. She would have taken it up with the relevant department and come back to me with feedback, but it is now 10 days later and I have not heard anything back from anyone at Mango. Unfortunately I did not get her name and contact number as she promised to get back to me and I took her word for it.

Should anyone else be able to be of assistance I herewith provide the details of my refund request:

We booked a return flight back from JHB to George on Friday 6 November 2020. We booked the 14:00 afternoon flight back as we were staying in Sun City with family for the week, where check out is at 10:00am, and we were scheduled to attend a function the morning before returning home. Our family are from Cape Town, we met up with them at OR Tambo Airport from where we booked a combi to travel to Sun City and back together, which was paid upon receiving the vehicle. We were well aware that the afternoon flight was more expensive than the morning flight, but because the time suited us better considering the check out time at Sun City, the function which we were scheduled to attend the morning before returning home and the joint car rental arrangement, we paid for the more expensive tickets to fly back the afternoon. Mango changed our flight to the earlier time because there apparently was not enough bookings for the afternoon flight. This caused huge inconvenience for us! We had to leave Sun City at 04:30 the morning to be in time for the early flight being 09:40, we missed the function we had to attend and we had additional expenses as we had to rent a other vehicle to go back to the airport with as our family members flight back to Cape Town with Safair remained unchanged for the afternoon.

We did an online booking and paid R4096 for 3 flight tickets for the afternoon flight. The morning flight would have cost only R1675, I checked this online and the manageress at Mango OR Tambo also confirmed this. We paid R2421 more than what the cost of the earlier tickets was. If we knew that we had to take the earlier flight we most certainly would not have booked more expensive tickets and would have planned our last day and transport arrangements differently. In addition to the higher amount paid for the flight tickets we had to pay an additional car rental fee of R1484 as we could not ride back with the combi which we had already paid for. This is a total of R3905 which we paid more than what it would have cost us if Mango had not made the afternoon flight available to book online.

Your urgent attention and reply back to me regarding this matter will be greatly appreciated.

Chantele Izaakse Cell: *** Tel: ***

Needless to say, I will not make use of Mango Airlines again and I will not recommend them to anyone else as I do not trust them. An honest and ethical company would refund a client whose flight they as the company changed and as a result of that the client was overcharged. In this way they are making an even bigger profit out of clients who are paying the more expensive tickets and then get switched to cheaper flight times which are inconvenient and at the end of it all even more costly because of additional expenses just to ensure they do not miss the flight.