I booked a flight with Mango Airlines on 31 July for a return trip to Durban with my husband. Due to unforeseen circumstances we are now unable to fly over the coming weekend. On 5th of August I called their call centre the entire morning to no response. I sent an email informing them about this to [Email Removed] and again no-one acknowledged my mail. I called the call centre again today and was attended to by a consultant who I explained my predicament to. He explained the R500 fee that I will incur and that I will not get a refund, instead they will issue me with a credit note to which i understood. He requested me to send a fax/email to him explaining this and I did as told. Again I did not receive any acknowledgement. I called the call centre again to make sure my mail was received and was attended to by another lady consultant. I am now told in order for them acknowledge my flight cancellation I must submit some sort of proof otherwise there is nothing they can do. Nowhere is this written in their policy. I have informed them of my request, is that not enough for them to process this before i 'forfeit' the departure deadline to cancel. Can a supervisor call me please?
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