Mango Airlines Missed Flight Policy

Overview

Mango Airlines, a South African low-cost carrier and subsidiary of South African Airways, operates domestic flights to seven destinations and international flights to Zanzibar from its hubs at OR Tambo International Airport (Johannesburg) and Cape Town International Airport. The airline has been grounded since July 26, 2021, due to financial difficulties but announced a potential revival in June 2025, pending a deal with an investor. The missed flight policy is governed by its Conditions of Carriage, fare rules, ticket type, and South African aviation regulations. This policy outlines options for passengers who miss their scheduled flight due to personal reasons, airline-related delays, or other circumstances, based on historical policies and available information.

Key Policy Details

• No-Show Policy: If you fail to check in by the deadline (30 minutes before departure for domestic flights, 60 minutes for international flights) or arrive at the boarding gate (15 minutes before departure), you are considered a "no-show." For non-refundable tickets (e.g., Mango Go, Plus), the ticket value is forfeited, and the entire itinerary, including return or connecting flights, is canceled as tickets must be used in sequence. Notify Mango Airlines immediately via the Manage Booking section, mobile app, or airport counter to preserve ticket value as a credit voucher (valid for 6 months, non-refunded but transferable). A no-show fee (e.g., R300-R600, approximately $17-$34 USD, depending on fare type and route) may apply. Unused taxes and fees are refundable, less an administrative fee (e.g., R100, approximately $6 USD). For domestic flights, the fee is approximately R300; for international flights (e.g., Zanzibar), R600.
• Non-Refundable Tickets: No cash refunds are provided for missed flights on non-refundable tickets (e.g., Mango Go, Plus). Rebooking is possible at least 2 hours before departure, subject to availability, a change fee (e.g., R250-R500, approximately $14-$28 USD per ticket, depending on fare type), and fare differences. Changes must be made via the Manage Booking section, app, or airport counters. If the same fare class is unavailable, a higher fare applies with no refund for lower fares. Mango Go fares are highly restrictive and may not allow changes after departure.
• Refundable Tickets: Refundable tickets (e.g., Mango Flex) can be refunded for the unused portion with no penalty if canceled at least 2 hours before departure. Refunds are processed as credit vouchers (valid for 6 months, non-refunded but transferable) within 30-60 days via the online refund form or Guest Services. Requests must be made within 90 days of the departure date. For SAA Voyager Miles redemptions, miles are re-credited, but a service fee (e.g., R300, approximately $17 USD) may apply.
• 24-Hour Risk-Free Cancellation: For tickets purchased directly from Mango Airlines (ticket number starting with “JE”), you can cancel within 24 hours of booking for a full refund if the flight is at least 7 days away, per U.S. DOT rules. This applies to all fare types and must be requested via the Manage Booking section or app. Tickets purchased through travel agencies may not qualify, and refunds may take longer due to agency processing.
• Missed Connections Due to Delays: If you miss a connecting flight due to a delay or cancellation of a Mango Airlines-operated flight within the same booking (ticket number starting with “JE”), Mango will rebook you on the next available flight at no cost. However, Mango does not provide meal or accommodation vouchers or accept further liability for delayed flights or schedule changes. If the delay exceeds 4 hours and is within Mango’s control (e.g., technical issues), you may be eligible for compensation (e.g., R500-R1000, approximately $28-$56 USD, per South African regulations). Retain receipts for reimbursement of reasonable expenses.
• Extraordinary Circumstances: No compensation is provided for missed flights due to extraordinary circumstances (e.g., weather, air traffic control strikes, or security issues). Mango will assist with rebooking or refunding unused taxes and fees, less an administrative fee. Passengers are responsible for additional expenses (e.g., accommodation, transport). Travel insurance is recommended, covering essentials like baggage loss or delay.
• Denied Boarding: If you miss a flight due to overbooking and checked in on time with valid documentation, Mango will either refund all payments received for the ticket or rebook you on the next available Mango flight at no cost. No meal or accommodation vouchers are provided, and further liability is not accepted. Compensation may be offered at Mango’s discretion (e.g., R500-R1000, approximately $28-$56 USD, for domestic flights). Volunteers receive agreed-upon compensation, typically a credit voucher.
• Special Circumstances: For missed flights due to medical emergencies, hospitalization, or bereavement, Mango may waive fees or offer refunds/credits with valid documentation (e.g., medical certificate, death certificate) submitted via the refund form or Guest Services. Approval is reviewed case-by-case, and delays in documentation may lead to rejection. Refunds are typically issued as credit vouchers (valid for 6 months) for use on future flights.
• Operational Suspension (2021-2025): Mango Airlines ceased operations on July 26, 2021, due to financial difficulties. Passengers with unused tickets from this period can verify their claims via the Mango Flight Ticket Verification Portal, open from June 4, 2025, to September 1, 2025. If the airline’s deal with an investor is successful, passengers will receive a voucher equal to the unused ticket value, valid for when flights resume. If unsuccessful, tickets will be treated as creditor claims in the business rescue process, with partial dividend payouts. Passengers who received refunds via banks, credit cards, or third parties before July 26, 2021, are ineligible for verification. Submit your voucher number or original booking/PNR number via the portal.

Steps to Take if You Miss Your Flight

• Contact Mango Airlines immediately via the Manage Booking section, mobile app, or airport counter within 24 hours of the scheduled departure to request rebooking or preserve ticket value as a credit voucher (valid for 6 months). Provide your booking reference (e.g., six-letter code like ABC123). Airport counters are recommended for faster processing during peak periods.
• Explain the reason for missing the flight to determine eligibility for rebooking, credits, or fee waivers. For special circumstances, submit documentation (e.g., medical certificate, death certificate) via the refund form or Guest Services promptly to avoid rejection.
• Check your ticket’s fare rules in the Manage Booking section to understand applicable fees, restrictions, or refund eligibility. Mango Go and Plus fares are restrictive, while Mango Flex fares offer more flexibility.
• Submit compensation or refund claims via the online refund form or Guest Services, including your name, booking reference, and supporting documents (e.g., boarding passes, receipts, medical certificates). Refunds take 30-60 days; claims are acknowledged within 7 days and processed within 30 days. Keep the reference number to track status.
• Keep all documentation for claims or expense reimbursements. Report baggage issues within 7 days for damage or 21 days for delays via the Guest/Property Irregularity Report form. For delayed baggage, submit receipts for reasonable and essential purchases, subject to airline discretion.
• Check travel insurance policies for coverage of missed flights due to valid reasons (e.g., illness, accidents). Request an Insurance Verification Form via Guest Services for insurance claims.
• For passengers with unused tickets from the 2021 suspension, verify your claim via the Mango Flight Ticket Verification Portal by September 1, 2025, using your voucher number or booking/PNR number. Late submissions will result in forfeiture of unflown tickets or vouchers.