1. I want to inform you about the terrible experience me and my wife had to endure with Mango Airline on Friday 2017-09-26 at O R Tambo airport.
2. We were on our way to Durban for what we hope would be a nice break away for the weekend. When we booked in we were requested for my Credit card for verification. It was not with me and no other identification or bank card were acceptable. I was told it is policy which I had to accept. We were accompanied to your Guest Counter Service where I had to make another booking and pay for two new tickets. My previous booking was fully paid! I learned about the note on your bookings but we made our bookings through “Cheap Flights”.
3. My frustration and fury were caused by the following:
-My flight bookings were fully paid but we had to pay for new bookings due to your system requirements. We have our necessary and legal identification documents with us.
-I carry only my check account card with me as my savings and credit accounts are linked to this card. Mango is not operating in line with current excepted and normal banking business rules and we as your customers had to bear the humiliation and inconvenience at Mangos operations on the airport.
-We had to pay our savings for the weekend for the new bookings in order to be allowed on the flight which we nearly missed. We had no time to even visit a convenience shop or the bathrooms before the flight as we were rushed to the plane. Our weekend was spoiled due to this episode and lack of money.
-When I tried on Monday 2017-09-22 to register for the refunding of the first bookings was your call centre not easily accessible and difficult to reach. I had to phone three times after the calls were clearly answered but immediately stopped by the operators.
- I am waiting since 2017-09-22 for the money to be refunded.
- Mango Guest Service is not responding on my mails send on 2017-09-22 and 2017-10-06.
