My husband has just experienced a very rude employee at the Mango check-in line waiting to check in for the Durban flight. The person was calling for flights that needed to check in urgently - controlling the line between 2pm-3pm. He said 'Durban' and my husband didn't hear, but his niece heard and told him that the man had said 'Durban' (where she was flying). My husband asked him what he had said to confirm and he said very rudely 'Durban. You don't listen! '. When my husband confronted him about his attitude, he got aggressive and even said 'that man is not going to fly'-making a scene at the counter.
This kind of rudeness is completely unacceptable. It is also possibly since my husband is black and this man wasn't - he certainly didn't choose to speak to anyone else like that. What made it even worse was that this happened in front of my daughter and my niece.
Your staff need training in customer service, politeness and diversity. I don't think you should be putting people with this kind of attitude anywhere near customers. My husband didn't think to get the man's name, but presumably you will be able to track him down. I would like specific feedback.
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