Overview
Mango Airlines, when operational, allowed passengers to modify flight bookings, including changes to dates, times, or destinations, subject to fare rules and availability. Changes had to be made before departure to avoid no-show penalties, which resulted in cancellation of the reservation and loss of ticket value. Fees and fare differences applied based on fare type and timing. Note that Mango Airlines ceased operations in July 2021, and its licenses were canceled in November 2024. This policy reflects historical practices and may not apply if operations resume.
Key Conditions
- Changes were permitted for tickets purchased through Mango’s website, mobile app, call center, or airport guest service counters. Tickets booked through third parties had to be changed via the original booking agent.
- Modifications to codeshare or interline flights were subject to the operating airline’s policies.
- Changes had to be made before departure, with online changes available up to a short time before the flight via the website or app.
- Name changes were permitted for a fee, requiring the booking reference number and date of birth. Minor spelling corrections were allowed with supporting documents like a passport or government-issued ID.
- Tickets were valid for one year from issuance for wholly unused tickets, unless otherwise specified in fare rules.
24-Hour Change Policy
Passengers could change their booking within one day of purchase without a fee, provided the flight was at least a week away and was booked directly through Mango’s website, app, or call center. This applied to most fare types, excluding promotional fares. Fare differences applied if the new flight was more expensive.
Fare Type Policies
- Economy: Changes incurred a fee, with fare differences if the new flight was more expensive. Non-refundable.
- Economy Plus: No change fees, but fare differences applied if the new flight was more expensive. Non-refundable, with benefits like extra baggage and lounge access.
- Economy Flex: No change fees, but fare differences applied. Non-refundable, with additional benefits like meal vouchers and priority boarding.
Change Fees
- Fees for Economy fares varied by channel, with higher fees for changes made via the call center or airport guest service counters compared to online changes via the website or app.
- Fare differences were charged if the new flight was more expensive; no refund or credit was issued if the new fare was lower.
- Economy Plus and Economy Flex fares had no change fees, but fare differences applied.
- Name changes incurred a fee, higher for call center or airport counter changes compared to online modifications.
- Service fees applied for changes made via call center or airport counters, charged per passenger per transaction.
- Changes due to exceptional circumstances, such as illness or death of a family member, could have fees waived with supporting documentation like a medical or death certificate.
How to Change a Flight
Passengers could modify their bookings through the following methods when Mango was operational:
- Online: Visit the “Manage Booking” section on the Mango website or app, enter the booking reference number and date of birth, select new flight details, and pay any fees or fare differences. Changes had to be made before departure.
- Customer Service: Contact the Mango call center for assistance, especially for same-day changes or complex itineraries. A service fee applied.
- In-Person: Visit a Mango guest service counter at the airport to process changes, subject to availability and fees.
- Travel Agency: If booked through a third party, contact the agency to manage changes, which could involve additional fees.
Flight Disruptions
- For cancellations or schedule changes, passengers could rebook on the next available Mango flight without fees or fare differences, or opt for a refund or voucher valid for several months. Notifications were sent via email or SMS if contact details were provided.
- In the unlikely event of denied boarding due to overbooking, passengers could receive a refund or be placed on the next available flight, but no meal or accommodation vouchers were provided.
- Compensation could be provided under applicable regulations, unless disruptions were due to extraordinary circumstances like weather or air traffic control issues.
Additional Notes
- Passengers were advised to review fare rules at booking to understand change restrictions and costs, available in the booking confirmation or “Manage Booking” section.
- Changes to bookings with additional services (e.g., baggage, seats, meals) could require re-selection, as services might not transfer to the new flight.
- Travel vouchers issued for changes were valid for several months, non-transferable, and applicable only to Mango flights.
- Mango’s operations were grounded in July 2021, and licenses were canceled in November 2024. Passengers with unflown tickets or vouchers should verify their status via the Mango Voucher Portal on the airline’s website.
