I had booked flights in April this year with Mango airlines and due to lockdown rules, I was not able to fly. I received vouchers from them, however I have lost my job and am unable to feed my children right now. I have called and emailed numerous times and it has been a mission getting through to them. I have finally spoke to a very brash lady at refunds who said there's nothing she can do but I can speak to customer care to see if they can help me. She did not let me finish my sentences, and blindly transferred me while I was still speaking to her. I cannot believe that I was pleading with her for help and was not even a little rude, yet she responded like she did. Customer care is saying that only refunds can help. It's Christmas next week and I can't even afford to feed my family. Please help. This is a situation beyond my control (and I understand Mango's too.
My booking reference numbers are: THFVRC and THFSWX.
Sections 17 and 47 of the CPA regulates on voluntary cancellations by a consumer as well as cancellations arising out of the inability of a supplier to provide a service, either due to their own fault or circumstances that are outside of their control. The declaration of a State of national disaster forced both consumers and suppliers, to cancel advance bookings and reservations due to the travel bans and restrictions on gatherings. It is therefore common cause that, in most cases, none of the parties are at fault where a cancellation must be processed.
As per Section 17 of the CPA suppliers can charge a reservation deposit and a reasonable cancellation fee should a consumer cancel prematurely. However section 17(5) provides that "17 (5) A supplier may not impose any cancellation fee in respect of a booking, reservation or order if the consumer is unable to honour the booking, reservation or order because of the death or hospitalisation of the person for whom, or for whose benefit the booking, reservation or order was made". It is therefore clear in the above section "that consumers are not to be penalised for a cancellation that is due to illness or death". It is the interpretation of the CGSO, based on the intention behind section 17(5) of the CPA, that consumers are entitled to full refunds when they cancel due to the travel bans and restrictions on gatherings.
Please help me. I just want a refund.
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