Mango Airlines, a South African low-cost carrier, has been grounded since April 2021 and had its operating licenses canceled in November 2024 due to non-compliance and failure to operate for over 12 months. The airline is currently in business rescue, and its future remains uncertain. The following cancellation policy is based on historical information from Mango Airlines' operations and may not apply to current bookings due to the airline's status.
General Cancellation Policy:
- Non-Refundable Tickets: Mango Airlines tickets are generally non-refundable. After booking confirmation, no refunds or credit vouchers are granted for cancellations or unused tickets under most circumstances.
- Exceptions: Refunds or credit vouchers may be issued in specific cases, such as:
- Death or Hospitalization: A refund or credit voucher may be requested with relevant documentation (e.g., death certificate or medical certificate). Approval is subject to Mango’s discretion.
- Airline-Initiated Cancellations: If Mango cancels a flight or cannot provide a seat for a confirmed booking, passengers are entitled to a full refund or placement on the next available Mango flight. No meal or accommodation vouchers are provided, and Mango does not accept further liability for delays or schedule changes.
- Credit Vouchers: If issued, vouchers are valid for 3 months from the date of issue, usable only on Mango flights by the named guest. If the new fare exceeds the voucher value, the difference must be paid; if lower, the balance is forfeited.
COVID-19 Specific Policy (2020):
- For travel booked before April 30, 2020, Mango offered a one-time free flight change (waiving change fees, though fare differences applied) or issued vouchers valid for 6 months equal to the fare and taxes for those unable to travel. This was in response to travel restrictions during the pandemic.
Consumer Protection Act (CPA):
- South Africa’s CPA may allow passengers to seek refunds if Mango fails to provide services (e.g., flight cancellations without notice). Section 47 prohibits overselling or accepting payment for services the airline cannot deliver, potentially entitling passengers to refunds with interest.
- The National Consumer Commission (NCC) has previously investigated Mango’s cancellation policies, noting that non-refundable tickets may conflict with consumer rights to cancel advance bookings.
Name Changes and Alternatives:
- Mango allows name changes on tickets for a fee:
- Online/Mobile App: R270 (~£16) per name change.
- Call Center/Airport: R350 (~£20) per name change.
- Mango Plus/Flex Members: No administration fee for name changes, though fare differences may apply.
- Since tickets are non-refundable, passengers can sell their tickets to others via platforms like SpareFare, recovering some value indirectly.
Flight Changes:
- Date, time, and destination changes are permitted for a fee, plus any applicable fare difference. Mango does not refund the difference if the new fare is cheaper.
- Changes can be made via the Mango website, mobile app, or call center.
