Worst Airline in South Africa

On the 27th October I flew with Mango from Dbn to Johannesburg. On arriving at the airport in Jhb I saw that my suitcase as broken beyond use. The legs were ********** and broken due to negligence by the baggage handling employees. I immediately went to the desk at ORT and told the employees who clearly were not too concerned. She looked at me and asked me for my name. She did not ask any questions or information on the issue. She did not even take pictures of the damages. I did this in her presence. I had to do her job and ask questions on what was the next steps when she said " some one will call you". I explained to this lady that I was leaving the Sunday to work in Mozambique for a year but she rolled her eyes as if I was lying. I filled in the form and left. No one called me that day.

I was stressing about not having a bag to travel to my work a secondment in Mozambique so I contacted the Facebook messenger. I have the screenshots of this conversation as proof. I told them too that I was leaving to go to Mozambique where again they told me "someone will me" . Two days of chats later and still no-one called.

I sent an email on the 5th after left for Mozambique. No response. I work in a remote area where I cannot waste my time and money calling daily. Access to good signal is a luxury. I sent an email on the 21st to find out what was going on with this query was 16 days overdue and still no calls or response on what was going to happen. (I have emails as proof). I also tried calling their CEO's office but the line was answered by one person who transfers you to a next. The secretary never answered the calls.

On the 22nd a response was sent from guest care to the baggage section to ask if the bag can be collected- (Shabnam Dhansay Guest Care) email is on record. No response on this from his question to the next department so I sent another email on the 24th to him basically highlighting in red that a month has passed and no resolve. I again had to work so I could not follow up but on the 14th December I sent another email in big red writing that I was still waiting for a response.

On the 15th December I got a response basically to say " I must make a plan to get the bag to the airport".

Let me say this is not going to happen and it's now not negotiable. I want a full refund for this bag which they must collect at the address where I left it. I am not going to inconvenience people who agreed to keep this bag in their garage until Mango collected it for me. Had they competently done their jobs on the 27th November this would not be an issue almost 3 months later. I'm not going to take time out of any of my friends busy lives and schedules to: inconvenience them and ask them to drive o the airport, using their car, their petrol to do something that could have been avoided if they had any sense of decorum regarding service. I'm not wasting any more time back and forth on emails. I want this money refunded in full.

This airlines has failed to do what they said they would from the day of the incident. I was in South Africa until the 4th because my company had scheduled last meetings before we left so they had 7 days from the time this happened to me communicating to everyone on the urgency to collect this bag. Empty promises after empty promises that someone will call never came to fruition. This was still a reasonable time to resolve the issue. I'm now in remote Mozambique and have no plan to return to South Africa anytime soon but I want my money refunded on this bag.

I find this service not only sub par and very low class but appalling considering they try so hard to attract customers yet cannot have the decency to communicate and resolve issues professionally and timeously.

I would like the refund deposited into my account as per my emails sent and they can go to the address given in the emails to collect the broken bag. No one is taking this to the airport because no one has the time, money, resources to waste ion this.