Mango Airlines
Reviews and Complaints

Me and my partner were booked for a flight to Cpt from Johannesburg ORTIA on the 7th of December 2017 and return on the 10th of December 2017. Both the flights were delayed . The one going to Cpt flight JE133 was suppose to depart at 10:25 but only departed at 11:55. The flight from Cpt to JHb JE182 was the worst. The flight was suppose to depart at 21: 45 but kept on delaying until an estimation of departing at 01:45. Firstly we were not informed of the flight schedule changes until we arrived at the airport check in desk at 19:30. The worse part the supervisors were nowhere to be found at the offices to explain about the situation as the flight schedule kept on changing towards the early hours of the morning. No consideration was given by any stuff members, even the gentleman that I approached at the flight control desk gave me bad attitude and did not even bother to offer me a voucher which was issued to other customers. We incured a lot of extra costs because of this delay. One had to pay extra on the refreshments, airport parking, nanny for extra hours, take leave at work because of a lack of sleeping due to the delay of the flight. Worse of all no remorse was given about the whole situation. I am very disappointed about the poor service we were given

I was traveling from King Shaka Airport to JHB O R Tambo flight JE248 on 3 December 2017 departure time 07:55. I book my luggage in at 06:00. Seq No: 74. 1/10kg. I made the deliberate choice of not wrapping my luggage because I cable tied all the zippers and things that could be opened. Still my Samsang Andriod Prime Core cellphone was removed from my luggage. (Unbelievable). This phone was brought along purely to access old numbers of friends and family during the festive season. I am aware that it is my responsibility to protect my luggage that's why I cable tied it. I am seriously very disappointed in Mango as it was always my first choice of flying.

Hi

I was travelling with Mango Airlines from JHB to CT on 25 Nov, flight JE133. When I collected my suitcase in Cape Town I noticed that the cable tie on my suitcase was removed.
I opened my suitcase and found that someone scratched in my luggage! Every zip inside was opened (make-up bag, vanity, and spare handbag) and the content all mixed up.

Very unhappy about this!

Kind regards,

Lindie Leleu
Contact: [protected]

Good evening

I was on flight JE529 from Jhb to PE today.
When I collected my suitcase I saw that my lock was broken off.
When I opened my suitcase I saw that someone went through my things. My vanity bag, make-up bag and all zips inside was open.

I Will have to think twice before flying with Mango again.
Very unhappy about this.

Email address: [protected]@gmail.com

Regards
Esmerelda Erasmus

Hi there,

My is Danielle and I work as a processing agent for Travelstart. I have seconds ago called your office in a attempt to find out of booking NB7298 is a valid and not asking for any other information so that I can report back to card. I have specified to Miriam Mogano that this might be a fraudulent booking. She has offered no further assistance and continued by saying I can help you. She was not willing to take the reference to check or even offer to sent it to the fraud department for further assistance. I have called between 16h10 and 16h18. This is bad service and they way I see it refusal of duty. I believe services coud have been offered.

Subject: Fw: Ref PYMTBW

To whom it may concern,

I had the misfortune to fly Mango on Saturday the 28th October. My ticket was booked for the 19.30 flight with the reference PYMTBW. I only discovered when I went to check in on line on Friday evening that the flight had been changed to 17.30. I did NOT receive any notification about this either by email or SMS. I had already paid over R200 to change the flight from the 17.30 flight as I was attending a meeting and that return flight was too early. As a result I had to leave the meeting early and catch the Gautrain from Midrand. This cost me R162.00. I would not have had to pay this if I was on the later flight as I would have been dropped at the airport by one of the delegates. I am now down almost R400. In future I will fly with another airline. It may be a little more costly to begin with but there will not be all the inconveniences and hidden costs.

On Saturday afternoon the 28th of October I received an sms at 16.30, I was already at the airport as the flight was at 17.30 to tell me that the flight had been delayed until 18.45. I could have stayed at the meeting that I had had to leave early.

I am now attempting telephonically to contact you. I have been on a cell phone at my cost for over 15 minutes. The number on your app [protected] for reservations does not exist. I then phoned [protected] and was told I was in the wrong department. I was put through and started speaking to someone whose name sounded like Tidi. I started explaining my issue to her and was suddenly cut off - I suspect she hung up.

I have now been on the phone for a further 8 minutes being told my call will be attended to and have just been cut off. I cannot believe the total lack of concern and customer service

My mom got to the airport 1 hour and 45 minutes before boarding her flight which was supposed take off at 19:32.The lady said to her that the flight is delayed for 2 hours.I told her that no one of mango contacted us to inform us of the delay. What is the point of taking our cell number when we book as no one had the courtesy to call us.Now I'm sitting here having to spend money on parking as well. The service of a mango staff member by the name of FATIMA MODDACK gave us attitude. Please call me on [protected] as there is a bit more to the story.

Hi, het Maandag 5 November 2017 vlug JE123 8:05 geland met Mango Airlines.
Na ek my bagasie afgehaal het, oppad na my motor, het ek ontdek ek het my moonbag langs sitplek 30F vergeet. Haas my toe na Mango navrae en die dame wat daarwerk gaan toe vliegtuig toe, syt teruggekom en beweer hul het niks opgespoor. Ek het gesê dis onmoontlik, gee toe my sel nr en vertrek. Na so 15minute bel hul my en sê hul het dit gekry. Ry toe terug, by ontvangs van moonbag, was ons IDs en alle ander goed nog daarin, behalwe die kontant in my beursie van R350. Ons het amper laaste uit vliegtuig gestap en die moonbag het so gelê dat die passasiers dit nie kon sien.
Sal waardeer word as die saak ondersoek word en vir my die nodige terugvoering gee asb.
Eric Feuth sel nr [protected]

Good day

It was our anniversary on the 14th of October 2017 and I booked a trip do George to celebrate the occasion. My wife's luggage went to Cape Town and was only delivered 4 days later. We contacted several Mango employees and were mostly informed that it can take up to 5-7 day for the recovery.
As she did not have any cosmetics and clothes for the next few day she had to replace some of the items just to get along.
The costs was R2 191.45

Flight JE821 11 October 2017

Is there some way that we can be refunded for at least the costs?
Kind regards

Dirk

After spending 45 minutes in the aircraft waiting for fuel. This is really unacceptable who puts passengers in a plane with no fuel? The worst of all a passenger had to purchase water for about 25 people. After first been told we can only purchase after take-off. It is really not ok to treat passengers this way after all salaries are paid by us your passengers. My husband and I were late for a wedding thanks to this no fuel story. Mango will not see me again. Kulula all the way. I have been flying Kulula but decided to try Mango what a disappointment. Its like nobody cares and that's just how it works.

I would like to insist that vouchers should be given to everyone on that flight that is what happened in the past. I am very unhappy about this incident it should never happen.

I was booked on a return flight from Cape Town to Lanseria on Saturday 28 October @ 5pmThe staff member that was checking boarding passes and ID's to allow the passengers onto the flight was totally Rude and Surely and went out of his way to let Everyone KNOW that my carry on wheely case was over the allowed 7kg weight limit, screaming at me, that he can't even pick it up (well I could pick it up, so I really don't know what his issue was)
He chased me back to the counter to have it checked in. I had previously called the airline, enquiring about taking bottles of wine on the plane (we were down in the Cape for my daughter's wedding and she had special lables printed for the wine) and I was advised that each passenger could carry 4 bottles . I was NOT at any stage told that the wine had to then REPLACE my hand luggage allowance. Needless to say, the wine was " re-appropriated" from my case as my hand luggage had to go into the hold, unlocked AND I had to pay an exorbitant amount to have this done. I am still going through the luggage to determine what else was stolen by your staff. I am extremely upset about the way I was treated and will not be using your airline again. I will be submitting a claim for the items stolen. Just by the way, this was a very racist attack as there were others boarding the plane with MUCH more and heavier hand luggage than I had

booking reference: QBSGCD

I am writing to you in order to complain about the last minute schedule changed.

I booked the flight fron Durban to Cape Town from 20.00 now you have changed the flight time without notification and I have just found out while doing my online check in.

I am travelling for business purpose and now you have messed up my plan and I have to cancel a meeting because is 3 hours earlier than planned.

I demand a compensation for the inconvenience caused because i did not get the service that paid for.

Regards,
Crepin Massongo Keka

On Wednesday 10th October 2017 I received confirmation from Mango Airlines of my booking PYGTSK for myself David Roy Siebert and wife Dolce Siebert to depart from King Shaka airport on 11th October 2017 at 15h45 to Lanseria airport, and returning on Monday 16th October 2017 leaving Lanseria at 07h55

Due to the horrific storm which hit Durban on 10th October, and because the route from my residence in Hibberdene to King Shaka airport was officially closed by traffic authorities I was forced to change my booking which I did and was also forced to pay an additional R808.42 over and above the original price of R1883.24(Please note that this is an astronomical charge of 42.9% on the original price which is ridiculous)

I did however pay this additional amount and the flight was then changed and confirmed by Mango via e mail and sms to be on Wednesday 18th October returning on Monday 23rd October.Due to the strike which was taking place at Mango airlines during this period I was officially informed that the flight times had changed however from 15h45 to 17h30 for the outgoing flight and from 07h55 to 10h10 for the return flight.I was concerned about the certainty of these changes but was officialy told by Mango that I would receive confirmation of the new flight times via e mail, which I did and that I would also recieve notifiation via e mail or sms should there be any further changes.

On the morning of the flight from King Shaka to Lanseria I did receive the confirmation of the flight change, and apart from the flight being 30 minutes later than scheduled I got to Lanseria where I had arranged a pick up.

This is now where the real problem is: Early on the morning of my return trip from Lanseria back to King Shaka which was scheduled to leave at 10h10 on Monday 23rd October, and totally at random I decided just to check my outgoing flight time on the web and was dumb struck to find out that my flight time had now changed from 10h10 to 07h55.I had in no way been informed by Mango, either via e mail or sms about this and phoned Mango to find out why I had not been informed.I was told by the Mango help desk that they had failed to send out the sms to their customers for this change, but they could not tell me why(this call is recorded by the Mango customer care centre for future reference.)

I now found my self in a predicament where I had to quickly change both my drop off and pick up transportation to and from the airports due to this un notified time change, which came at additional cost to myself and the people doing the transport and created a lot of rush, frustration and monetary loss.

This loss as mentioned above, was definetly due to totally unproffesional customer care management by Mango Airline, with no cause by myself, yet I was expected and did pay the exhorbatant additional fee of R 808.42 in flight change fee due to the Durban storm, which was a natural event of which I had no control.

I honestly believe that and demand that Mango Airline compensate me with a refund of the amount of R808.42 in terms of both the monetary loss and frustration myself, wife and others incurred due to their poor and unproffesional approach in this situation as described in this document

Should you possibly require any further information regarding this demand, please do not hesitate to contact me at the details listed below.Mango Airlines will also have all the relevant documentation regarding these changes to this booking with reference number PYGTSK

Dave Siebert
[protected]@gmail.com
[protected]

Luggage Theft: Flight JE242; KZN to JHB at 06h15 - CAS 349/10/2017

My partner and I took a flight from KZN to JHB on 21st Oct at 06h15. We checked in 1 x red-orange medium sized Travelite bag with three padlocked compartments. When we reached the Gautrain Sandton (~08h30), we realised that only the main compartment lock was broken. We immediately checked the bag. Only my WD Elements external drive + cable was missing from the bag (the container the drive came in was still there, along with the money and headphones).

I then called OR Tambo (08h34; [protected]) and try to explain. I get shunted to the Mango airline and the call was dropped. I call back to ORT (08h36; [protected]) and the person gives me the number for Mango (08h44; [protected]) and I speak to Amogelo (?). She makes a note of the bag rather than the item, tells me that Mango does not reimburse, gives me a number (J13319) and tells me Mango will call me IF they have anything to say. And that the investigation will only start on Monday. I'd like to point out that this is a serious breach in security - if crime happens over the weekend and there is no one to attend to it until Monday... at this time my external drive would have been bought/sold at least ten times over! So pretty much there is nothing Mango can do.

I then call King Shaka International (09h14; [protected]) and they at least tried to assist by putting me through to the SAPS at the airport. Here, I spoke to Warrant Officer MR Pillay who tried to assist by taking down the description of the object. I called back around 2pm and he said that they checked lockers and entrances of the ground staff (because who else will know to take something so specific?). He said he also informed ORT. This lead no where. He advised me to open a case number at the police station as well and that they will continue searching.

At this time, my nearest police station was Linden (Johannesburg). I was "assisted" by Constable Matumba who first told me that I could not open the docket there because that was not the scene of the crime and that I needed to do it at ORT. Eventually the docket was opened and I only received the case number at 20h55 on 21 Oct via sms. This means any process that required this number (e.g. reporting the incident to Mango or ACSA etc) would only really be done ONCE THS NUMBER WAS GIVEN... the crime was committed around 06h15 and the docket was only opened at 20h55!

I understand that criminals are organised but the situation was made SO much worse by the appalling lack of organisation by the supposed 'safety and security' parties concerned - it is in fact, embarrassing! The complete lack of organisation on this side means that criminals get away. Instead people are eager to pass the buck from airline to airport and back again. Had action been taken sooner in a more coordinated fashion, there would at least have been a chance that something could be done. There is a real breach of security at airports when people can't manage their own staff and only take action TWO DAYS later! There are meant to be security cameras. There are meant to be staff checks. If ground staff (and it can only be people who are scanning the bags who knew exactly what and where) can so easily get away with something like a hard drive what does this mean for bigger crime organisations?

Flight time was 15H45, when I arrived at King Shaka I noticed that flight JE638 time 17H30, i decided to go to guest service and inquire only to find out that they change time and no one called me and she confirmed on the system that it's true I didn't get a call. I'm so disappointed 😞 in you guys. Bad customer service.

My details
Nonkonzo Gqobo
[protected]
nonkonzo.[protected]@gmail.com
Flight number JE638
Time 15:45 from King shaka
Arrive 16:50 lanseria

Good Morning

It is with disgust that I send you this email.
My dad (Mr Isaac Denzil John) is a regular Mango customer, He is going to be 80 in Dec'2017. He booked an early flight to Cape Town check in 6 pm at King Shaka last night and he finally got to Cape Town this morning at 1.30 am. By the way no fault of his, he was there early as he wanted to have supper with his family in Cape Town last night. He did receive an sms on the 18th October’2017 at 22.12pm advising him that there was a delay and that the flight will leave Durban at 20.55 pm with check in closing at 20.15pm and after that no further communication until he boarded at 23.30pm. I assume a follow up sms between Wednesday 22.12pm and Thursday 23.30pm would have been asking for too much and there was no need to update passengers cos they at your mercy and need to get to their destination.

Its amazing that ONLY IN SA can you have a strike, with no backup plan and allow old people to sit around and wait for three hours (no food, or drinks) while you source a plane.
There was no concern for my Dad's safety at that ungodly hour, that if he was ok to sit around with no food or drink while he waits for you to get your act together or if he had even arrived safely at his destination.
Customer service at its best in SA!

But then again Mango is part of Saa right! so we are supposed to understand, that maybe some of the gupatas from India were in town visiting for their diwali. or maybe it’s just airport capture!. It’s amazing how we the public have to put up with poor service all the while you allowed to make no exceptions to delays due to traffic, or late arrival or luggage that is too late to be checked in. And with any problem the passenger experiences you make us pay up. By the way not even the usual useless voucher for compensation as an apology for the tardy flight this morning. Instead was told to have a good evening and probably be grateful that he finally arrived, don’t worry that you did pay for your flight to be inconvenienced.

My dad is due to fly back to Durban on Monday evening 19.35, Mango JE 364 23/10/2017. I need to know that he is not going to land on Tuesday morning while he waits for Mango or their striking or sourcing to get him home. What is YOUR back up plan. In future I am hoping you will try a little more communication to accommodate older people flying, to ease them and their relatives that have to adjust their plans to suit you.
I also think that you will agree with me at 80 years old, you too old for incompetent companies and people.

Hope to hear from you real soon
Regards
Jill
[protected]

I recently flew on a Mango flight that was from Johannesburg to Pretoria. When we got to the airport, we were told the flight was cancelled and we'd been moved to take it with Fly SA Fair. After checking in our bags, we had some excess luggage which, we were told by a Mango representative that we cannot pay Fly SA Fair rates and we'd instead have to pay according to Mango rates. We ended up paying R2200 whereas the airline we had been transferred to would have only charged us R500. So Mango made R1700 for doing absolutely nothing. To add insult to injury, the Mango representative then gave the woman from Fly SA Fair an invoice to collect only R500 from them for the excess luggage! It's clear Mango is only interested in extracting obscene amounts of money from their clients. No remorse for the transfer or taking us to the cleaners. I'll never use this airline again, neither will I recommend it.

My fiance was to board a mango flight from king shaka to cape town, only to be told the flight was rescheduled. And she was sent to fly with safair. I am not happy with this at all, as the quality of safair is terrible, we paid for her to fly mango for a reason. Not be downgraded and more than an hour delayed to reach her destination. This is completely unacceptable from Mango. We paid for something specific and received substandard value for what we paid. I need to understand why we needed to settle for this.

Morning

Its now 24 days after the incident at OR Tambo where I flew with Mango airlines and upon arriving at Cape Town International Airport I saw that my luggage had been damaged and tampered with. Further investigation revealed that my bag was ransacked and a R6000 light weight down jacket (Colmar)was STOLEN.

This morning I get an SMS showing that Mango Airlines has transferred R280 into my account, which I’m assuming is the reimbursement for my loss.
No email nor telephonic confirmation to validate the above.

Is this really the way that THEFT is dealt with from

You guys have to be joking……………

I want to know the following:
• Who was the baggage service provider at OR Tambo for the flight JE129?
• Who was on duty on Saturday 23rd September 2017
• Who was the manager in charge?
• Where is the video footage?
• Who is the identified person that stole my jacket?
• What has been done about it?
• Has a criminal incident been open?
• BidAir and Menzies is the service provider at OR Tambo, where is the incident logged and what is the reference number?
• What is the service level agreement with BidAir and Menzies with regards to Blatant Customer THEFT?

I want answers as I will not take Mango’s / BidAir or Menzies total apathy towards blatant THEFT and disregard for my property
as your normal modus oparandi.

This is totally unacceptable that you all wash your hands and cast a blind eye towards full on criminality with your organisations.

R280 is a total insult, BUT what is more annoying is the lack of accountability.

I bought my tickets online using the SID. The booking was completely messed up after payment, and even after subsequent changes for which I was charged an extra R1150, the booking was still completely messed up. Booking number PKZNSR.

I then physically drove to the mango ticket office on Cape Town international airport to inform the staff of this, and then show them the print outs. This was said to be an IT problem, but no IT staff were available as it was a saturday.

Its been two weeks, and I've sent multiple emails, but have not received even a courtesy email acknowledging my problem is being addressed or even that my mail has been received.

I wouldnt recommend people use Mango anymore. Ive made dozens of flights with them, but twice now have had appalling service. I think people are better off using Kulula or Safair...