IMPORTANT NOTICE DURING COVID-19 ALERT LEVELS
In light of the recent Covid-19 pandemic and introduction of various Alert Levels, certain policies, processes and procedures as set out by Government, relevant Airport Authorities, The South African Civil Aviation Authority (SACAA), The International Air Transport Association (IATA), and as determined necessary by Mango, and amended from time to time, will be strictly adhered to. All Mango terms and conditions of carriage will apply. Guests who fail to comply with these regulations will not be accepted for travel, and MANGO will not accept any further liability of any costs, losses or expense incurred or inconvenience whatsoever resulting therefrom or relating thereto, whatsoever or howsoever arising as a result thereof. We shall not be liable for any consequences to any Guest resulting from his or her failure to obtain relevant documents, permits or approvals, or failure to comply with such laws, regulations, orders, demands, requirements, rules or instructions. The onus rest with Guests to ensure that they are aware off all such regulations and requirements. In the event of reported Covid-19 cases, and upon request, personal information will be made available to relevant Authorised Government Agencies.
As you read these conditions, please note that:
1.1 “MANGO”, "we", "our", "ourselves" and "us" means Mango Airlines (SOC) Limited.
1.2 "You", "your", "yourself", “passenger” and “Guest” means any person, except members of the crew, carried or to be carried in an aircraft pursuant to a Booking.
1.3 "Agreed Stopping Places" means those places, if any, except the place of departure and the place of destination, set out in your Booking as a scheduled stopping place on your route.
1.4 "Airline Designator Code" means the two-characters or three letters which identify particular air carriers.
1.5 “Airport Guest Services Counter” means the MANGO guest services counter located at an airport.
1.6 "Authorised Agent" means a sales agent who has been authorised by us to sell air transportation on our services to the Guest.
1.7 "Baggage" means such articles, effects and other personal property of a Guest intended to be carried on the aircraft in connection with his/her trip, specifically excluding Limited Liability items and other prohibited items. Unless otherwise specified, “Baggage” consists of both Checked and Unchecked Baggage.
1.8 "Baggage Check” or “Baggage Tag” means those portions of the Baggage tag which relate to the carriage of your Checked Baggage, or the identification of Checked Baggage.
1.9 "Booking” or “Reservation” or “Ticket” means the booking issued by us or on our behalf and, if applicable, a boarding document, in respect of the Flight booked by a Guest. For the avoidance of doubt, any such booking shall only be confirmed and regarded as a confirmed booking once payment in respect thereof has been received in full.
1.10 “Booking confirmation” or “Itinerary” means the document containing the information of the flight, way of payment, as well as the booking reference number.
1.11 “Checked Baggage” refers to Baggage of which we take custody for the purposes of transportation on our services and for which we have issued a Baggage Check.
1.12 “Check-In Deadline" means the specified time limit by which you must have completed the check-in formalities and received your boarding pass.
1.13 ”Conditions of Carriage” means these terms and conditions as updated and amended from time to time.
1.14 "Conditions of Contract" means those additional statements, terms and/or conditions contained in or delivered with your Booking or Itinerary, identified as such, and which incorporate by reference these Conditions of Carriage and any other relevant notices.
1.15 ”Critical Phases of Flight” includes, but is not limited to, take off, landing, during turbulence and any other time determined as such by the commanding officer/captain and crew on the Flight in question.
1.16 "Damage" includes, but is not limited to, death, wounding, or bodily injury to a Guest, loss, partial loss, theft or other damage, arising out of or in connection with carriage or other services incidental thereto performed by us.
1.17 "Fare" means the published fares charged by an airline and which are filed, where required, with the appropriate authorities, as well as any and all applicable taxes, fees and other charges as may be imposed by government or other authority, or the operator of an airport, unless otherwise indicated on the Booking Confirmation.
1.18 “Flight” means a real time flight between two points, being the point of departure to the destination point, as per the Booking Confirmation. A flight is defined as a flight comprising of a take-off, cruise, arrival, approach and landing. Each such flight will have a unique physical flight number associated to that specific flight/route.
1.19 “Limited Release” or “Limited Liability“ means items carried by MANGO which are not Baggage, and for which MANGO accepts no liability. The Guest indemnifies us and our agents against any subsequent claim for alleged Damage to and/or pilferage or loss of such items or their content, whether disclosed or identified or not. Such items are handled and carried at the sole risk of the Guest, and the Guest is advised to obtain its own insurance in respect of such items.
1.20 “Medical Request Form” means a MANGO medical request form which is available on request from MANGO, which is required to be submitted to MANGO by Guests in certain circumstances, as set out in these Conditions of Carriage.
1.21 “Medicals Department” means the MANGO department to which all Medical Request Forms must be submitted.
1.22 “Missing Checked Baggage“ means baggage which fails to arrive at the correct destination with the Guest, due to an error, as a result of operational, security or safety reasons or late check in, and includes Baggage which cannot be located or which the Guest does not receive upon arrival at the destination for whatever reason.
1.23 “No Show” means a Guest that is expected but does not appear prior to the Check-In Deadline for a Flight, for example a person who reserves a place, as on an aircraft, but neither uses nor cancels the reservation.
1.24 "Stopover" means the scheduled stop on your journey, at a point between the place of departure and the place of destination.
1.25 “Unchecked Baggage” may be referred to as “Hand Baggage”, “Carry-on Baggage” or “Cabin Baggage”, and refers to any of your Baggage other than Checked Baggage.
2.1 The heading of each clause of these Conditions of Carriage is for convenience only, and is not to be used for interpretation of text.
2.2 Except as provided in clauses 2.4, 2.4, and 2.6, our Conditions of Carriage apply only on those Flights, or Flight segments, where our name or Airline Designator Code is indicated on the Booking confirmation for that Flight or Flight segment and in any cases where we have a legal liability to you.
2.3 These Conditions of Carriage also apply to gratuitous and reduced Fare carriage except to the extent that we have provided otherwise in our rules or regulations or in the relevant contracts, passes or Booking confirmations.
2.4 If carriage is performed pursuant to a charter agreement, these Conditions of Carriage apply only to the extent they are incorporated by reference or otherwise, in the charter agreement or the Booking confirmation.
2.5 These Conditions of Carriage are applicable unless they are inconsistent with our Fares or applicable law in which event such Fares or laws shall prevail. If any provision of these Conditions of Carriage is invalid under any applicable law, the other provisions shall nevertheless remain valid.
2.6 Except as provided in these Conditions of Carriage, in the event of inconsistency between these Conditions of Carriage and any other policies, regulations and/or conditions which are published or otherwise made available, these Conditions of Carriage shall prevail.
2.7 No agent, employee or representative of MANGO has the authority to alter, modify or waive any provision of these Conditions of Carriage or make any representations to such effect. Any such representation or purported alteration, modification or waiver shall not be binding on us and shall be of no force or effect.
2.8 These Conditions of Carriage represent a binding contract between the Guest indicated on the Booking and MANGO, which you agree to at the time of making the Reservation, either by yourself or through an Authorised Agent. You must make sure that you have read carefully all of its provisions to ensure that you are prepared to be bound by its terms. By booking a Flight and/or making use of the services provided by us pursuant thereto, you agree to be bound by these Conditions of Carriage.
2.9 Carriage of you and your Baggage is also provided in accordance with these Conditions of Carriage, as well as certain other regulations and conditions applying to or adopted by us as amended and updated from time to time.
2.10 To the extent permitted by law, any liability we may have for Damage, will be reduced by any negligence, wrongful act or omission on your part which causes or contributes to the Damage.
2.11 We will be liable only for Damage occurring during carriage or during the course of embarking or disembarking on Flights or Flight segments where our Airline Designator Code appears on the Flight or Flight segment. If we issue a Ticket or if we check Baggage for carriage on another carrier, we do so only as agent for the other carrier and accept no liability whatsoever therefore.
2.12 You acknowledge that there are various laws and regulations applicable to the carriage of Guests by air, all of which MANGO must comply with. To the fullest extent permissible under applicable law, we will not be liable for any loss, damage or expense of any nature whatsoever and howsoever arising, which is suffered or incurred as a result of us complying with such laws and regulations.
2.13 If we make arrangements for you with any third party to provide any services other than carriage by air, or if we issue a Booking or voucher relating to transportation or services (other than carriage by air) provided by a third party such as hotel reservations or car rental, in doing so we act only as your agent. The terms and conditions of the third party service provider will apply in respect of such services. We are not liable to the third party for the cost of the services provided and you agree to reimburse us in full on demand in respect of such costs.
2.14 Third party services booked through our website establish a contract directly between the Guest and the third party providing the service to the Guest or procuring them on the Guest’s behalf. MANGO is not a party to such a contract and shall not be liable thereunder in any way whatsoever.
2.15 We are not responsible for any illness, injury, disability or death, attributable to your physical condition or for the aggravation of such condition.
2.16 The contract of carriage, including these Conditions of Carriage and exclusions or limits of liability, applies to our Authorised Agents, employees and representatives to the same extent as they apply to us. The total amount recoverable from us and from such Authorised Agents, employees, representatives and persons shall not exceed the amount of our own liability, if any.
2.17 For all carriage on our services within the Republic of South Africa and/or Zanzibar, the limit of our liability to or for each Guest for death, wounding or other bodily injury shall be limited to the sum of R1,000,000 (one million Rand) inclusive of legal fees and costs, subject to proof of the quantum of the claim and that the incident was the result of or was caused by negligence on our part, provided that this limit shall not apply to acts or omissions done with intent to cause Damage or recklessly and with knowledge that Damage should probably result.
3.1.1 Reservations may be made by yourself, or on your behalf, through our call centre, at a MANGO Airport Guest Services Counter, or through our Authorised Agents.
3.1.2 Third party bookings may contain various terms and conditions, as well as fares related to such company, and do not form part of the MANGO Fares and taxes or the contract between MANGO and the Guest. These Conditions of Carriage form the contract between MANGO and the Guest. MANGO shall not honour any third party terms not contained herein.
3.1.3 In the event of a Codeshare Booking, when the Flight is operated by MANGO, these Conditions of Carriage form the contract between MANGO and the Guest. MANGO shall not honour the third party’s terms not contained herein.
3.1.4 Adult Fares apply to children travelling on or after the day of their second birthday (i.e. 2 years and older on the date of travel).
3.1.5 An administration fee, determined by us and in accordance with various regulations from time to time and made available to you upon request, will be payable in respect of infants who, on the date of travel, have not yet reached their second birthday.
3.1.6 The Booking Confirmation provided to you will quote a unique booking confirmation/reference number. Such Booking Confirmation will not constitute a valid Booking until paid for in full.
3.1.7 A Booking is only valid and confirmed after payment has been received. If you have not made payment in full in respect of such reservation prior to the specified time limit, as advised by us or our Authorised Agent, we may cancel your reservation without notice to you, and your booking will be forfeit.
3.1.8 Once paid for in full, the Booking is valid only for the transportation as shown on the Booking Confirmation, from the place of departure to the final destination.
3.1.9 The fare you have paid is based upon our Fare published at the time of making the Booking, and is for the transportation as shown on the Booking Confirmation documentation from the place of departure to the final destination. It forms an essential part of our contract with you.
3.1.10 Bookings are completely non-refundable. You may wish to ensure that you have appropriate insurance to cover instances where you have to cancel your Flight.
3.1.11 Your Booking Confirmation together with our Conditions of Carriage constitute the terms of your contract with us.
3.1.12 You will not be allowed to travel on our flights unless you provide positive identification as detailed in clause 4 below and a valid a MANGO reference number that has been duly issued in your name.
3.1.13 We will provide carriage only to the Guest named in the Booking Confirmation. No substitutions of Guests will be permitted other than in accordance with these Conditions of Carriage.
3.1.14 A Booking is transferable only against payment of an administration fee as detailed in clause 3.4 below, subject to the procedure set out therein.
3.1.15 The Ticket is and remains at all times the property of the issuing carrier.
3.1.16 Guests travelling between Cape Town and Johannesburg, and Durban and Johannesburg must please note that MANGO operates to/from two different airports at Johannesburg. These airports are the O.R. Tambo International Airport (ORTIA/JNB) as well as Lanseria International Airport (HLA). Please ensure that you have selected or expressly specify the destination you wish to travel to/from as MANGO cannot take responsibility for reservations made to/from the wrong airport. Mistakes will only be rectified subject to the conditions as set out in clause 3.4 below.
3.1.17 Certain Fares have associated conditions, benefits or limits. You are responsible to ensure that you understand these conditions, and we accept no responsibility for your failure to do so.
3.2 Personal Data
3.2.1 You recognise that your personal data has been given to us, by you or on your behalf, for the purposes of making a Booking, obtaining ancillary services, developing and providing services, facilitating departure and arrival procedures, and making available such data to government agencies, in connection with your travel. For these purposes, you authorise us to retain and use such data and to transmit it to our own offices, Authorised Agents, government agencies, other carriers or the providers of the above-mentioned services, for the purposes set out herein, including without limitation providing all services associated with your Flight, complying with our obligations under these Conditions of Carriage, and/or for the purposes of complying with all applicable laws and regulations. You may be required, by government regulations, to provide specific personal data or information to us, including information to enable us to notify family members in the event of an emergency. Your information will not otherwise be sold or made available to third parties, other than as specifically set out herein or consented to by you.
3.3 Fares, Taxes, Fees and Charges
3.3.1 Fares: Fares apply only for carriage from the airport at the point of departure to the airport at the point of destination, unless otherwise expressly stated. Fares do not include ground transport services. Your Fare will be calculated in accordance with our standard published rates and tariffs in effect on the date of payment for your Booking, for travel on the specific dates and Itinerary shown on it. Should you wish to change your Itinerary or dates of travel, this may impact the Fare to be paid, as detailed in clause 3.4 below.
3.3.2 Taxes, Fees and Charges: Applicable taxes (including VAT), fees and charges imposed by government or other relevant authorities, or by the operator of an airport, shall be payable by you. At the time you make your Booking, you will be advised of taxes, fees and charges not included in the Fare, and these will normally be shown separately on your Booking Confirmation. The taxes, fees and charges imposed on air travel are constantly changing, are out of MANGO’s control, and can be imposed after the date of Booking Confirmation. If there is an increase in tax, fee or charge shown on the Booking, before the date of your Flight, you will be obliged to pay such increase. Likewise, if a new tax, fee or charge is imposed even after making a Booking, but before your Flight, you will be obliged to pay it. Similarly, in the event any taxes, fees or charges which you have paid to us for your Booking are abolished or reduced such that they no longer apply to you on the date of your Flight, or a lesser amount is due, you may be entitled to claim a refund for such amounts which no longer apply. For the avoidance of doubt, the fees and charges referred to herein do not include the Fare we charge for the Flight, and no refunds will be entertained for any changes in Fare after the date of making your Booking.
18.104.22.168 Currency: Fares, taxes, fees and charges are, unless otherwise indicated, payable in South African Rand.
22.214.171.124 Credit Cards: We only accept Visa, Master Card, American Express and Diners Club and cards issued by the EDCON Group. Using a credit card to purchase air travel on MANGO is a safe way to pay for your Flights. We use industry best practices to ensure the secure transmission and storage of your personal information. All personal and credit card information is encrypted through secure server software to prevent any third-party access to your data. All historical data is held in a secure environment. Notwithstanding the foregoing, we do not accept any liability for any losses or Damage which you may incur through the use of our website or call centre facilities.
126.96.36.199 Debit Cards: All Debit Cards will be accepted. Please note that in order to make the payment for your trip by Debit Card, you have to be linked to an internet banking system, or, alternatively, you have to pay for your trip at the MANGO Airport Guest Services Counter.
188.8.131.52 SID: Security Identification is a web based payment service that allows you to pay an online merchant directly from your bank account via your Internet Banking Facility. Payment is instantly debited from your account and the merchant is immediately notified that the payment has occurred. A Credit Card is not required for this form of payment.
3.4 Changes to Reservations
3.4.1 Reservation changes as set out in this clause, may be made up to 2 hours prior to scheduled departure of the booked Flight. Changes may be made on our website, through our call centre, or at any of our MANGO Airport Guest Services Counters. You are, however, advised to request such changes to be made as far in advance as possible. MANGO does not accept any liability for changes not being made timeously, whether due to the unavailability of personnel, systems, or for any other reason whatsoever.
3.4.2 A relevant administration fee per transaction, plus the difference in Fare, if applicable, will be charged per Guest. If the Fare on the new Flight is lower than the original Fare, no refund will be issued to the Guest.
3.4.3 A Booking is transferable, and the name of the Guest appearing on the Booking can be changed subject to the payment of the relevant administration fee applicable at the time.
3.4.4 Charges for Reservation changes made through our website or mobile application, or through our call centre, may only be settled with a credit card or EDCON store card. Guests paying cash for Reservation changes may only do so at the MANGO Airport Guest Services Counters.
3.4.5 The relevant administration fee is determined by us from time to time and may vary between call centres, MANGO Airport Guest Services Counter and on our website and mobile application.
3.4.6 In the event of an outstanding balance due for changes made to a Reservation, check in will be restricted until the amount is paid in full, and the Guest will not be permitted to complete the check-in formalities. MANGO will not be liable for any loss, Damage, expense or costs as a result of a seat being forfeited and a Guest missing a Check-In Deadline due to any failure to make payment timeously in full.
3.5 Refunds and Credit Vouchers
3.5.1 After confirmation of a Booking, no refund or credit voucher will be granted for any cancellations or unused Tickets under any circumstances, other than -
184.108.40.206 as determined in MANGO’s absolute and sole discretion in the event of death or hospitalisation and subject to the provision of the relevant substantiating documentation as may be required by MANGO; or
220.127.116.11 as stipulated in clause 7.
3.5.2 If applicable, we reserve the right to make refunds to either the Guest named in the Booking or to the person who has paid for the Booking, where such details are available, upon presentation of the required documentation and satisfactory proof of such payment, subject to the deduction of a reasonable administration fee. Refunds will be made in the same manner in which payment was received.
3.5.3 Refunds will only be processed once all requested documentation has been received.
3.5.4 A credit voucher issued by MANGO in lieu of a refund may only be used on MANGO flights during the validity period. Any difference between the credit voucher value and the fare for the new booking must be paid by the Guest.
4. Accepted Forms of Identification and Travel Documentation
4.1 Accepted Forms of Identification
4.1.1 You will not be allowed to travel unless you provide valid and positive identification, such as a valid passport, a valid South African barcoded Identity book/card or a valid South African driver’s license.
4.1.2 Children and infants under the age of 18 (eighteen) years will not be allowed to travel unless valid and positive proof of identification is provided, such as a valid passport or original birth certificate.
4.1.3 On International flights, a valid passport shall be the only acceptable source of identification for Guests of all ages, i.e. adults and children.
4.1.4 There are regulations issued in terms of relevant and applicable laws from time to time, including the Immigration Act, 2002 (Act No. 13 of 2002), which will apply to children travelling on International flights. Since such regulations are subject to change from time to time, it remains your responsibility to ensure that you familiarise yourself with the most current and up to date regulations applicable to your travel before making a Booking. MANGO shall endeavour to make such information available on its website, through its call centre and at the MANGO Airport Guest Services Counters.
4.1.5 We do not accept copies of or temporary travel or identification documents, whether certified or not, as proof of identity. Only original documents will be accepted.
4.1.6 Not having the necessary documentation at check-in and/or at the relevant boarding gates by the required cut off times, as detailed in clause 5 below, will result in you being regarded as a No Show, and your seat being forfeited without refund or credit given, and MANGO will not be liable for any loss and/or damage suffered, or expense or costs incurred, as a result thereof.
4.2 Travel Documents
4.2.1 You are responsible for obtaining all required travel documents and permits and for complying with all laws, regulations, orders, demands and travel requirements of all provinces, territories or countries to be flown from, into or through which you transit.
4.2.2 We shall not be liable for any consequences to any Guest resulting from his or her failure to obtain such documents, permits or approvals, or to comply with such laws, regulations, orders, demands, requirements, rules or instructions.
4.2.3 Prior to travel, you must present all exit, entry, health and other documents as may be required by law, and permit us to take and retain copies thereof. We reserve the right to refuse carriage if you have not complied with these requirements, or your travel documents do not appear to be in order.
4.3 Guest Responsible for Fines, Detention Cost, etc.:
4.3.1 If we are required to pay any fines, detention costs or any other expenses caused by your failure to comply with any legal requirement or to produce the required documents, you shall reimburse us on demand any amount so paid or costs so incurred.
4.3.2 We may, in our sole and absolute discretion, apply towards such payment or expenditure the value of any unused carriage on your Booking, or any of your funds in our possession, to which you hereby consent.
5. Check in and Boarding
5.1 MANGO’s check-in formalities at the various airports open 90 minutes prior to scheduled departure. Domestic check-in closes 40 minutes prior to scheduled departure and International check-in closes 45 minutes prior to scheduled departure.
5.2 A Guest who fails to check in within the allocated Check-In Deadlines, fails to present him/herself at the boarding gate on time or fails to present the required documentation at check-in or at the boarding gates as stipulated herein, will be regarded as a No Show, and their seat and the portion of the Fare that is allocated to that leg of the Flight will be forfeited without refund or credit given, and MANGO will not be liable to such Guest for any loss or expense incurred as a result thereof.
5.3 The relevant Booking reference number and proof of identity, as detailed in clause 4 above, will be required for each individual Guest when checking in.
5.4 You must personally be present at check-in counters at the airport in order to check in, as per the prescribed times in this clause and within your Check-In Deadline.
5.5 No third party check-in is allowed. You may not be accepted for carriage if you fail to personally present yourself for check-in with the required travel documents.
5.6 Online and mobile check-in opens 24 hours and closes 2 hours prior to scheduled departure. Online and mobile check-in is not permitted on International Flights.
5.7 Self-service check in at the self-service kiosks within the airports will close 40 minutes prior to scheduled departure time.
5.8 Your Booking reference number and date of birth as per your Reservation will be required for check-in on our website and mobile applications.
5.9 We reserve the right to cancel your Reservation if you do not check-in within the prescribed Check-in Deadlines.
5.10 You must be present at the boarding gate no later than at the time specified by us when you check in with all required travel documents.
5.11 Boarding gates close 15 minutes prior to your scheduled Flight departure time.
5.12 Failure to present yourself within the prescribed boarding deadline with all required travel documents will result in you being regarded as a No Show as set out in clause 5.2 above.
5.13 If you paid for your Booking by credit card, you will be required to produce the credit card at the time of check-in and/or boarding. In cases where a third party has paid for your Booking with his/her credit card, you will be required to produce a certified copy of the front of such credit card at the time of check-in and/or boarding. MANGO may deny you boarding in the event of a failure to comply with this provision, in which event you will forfeit your Ticket and any amount paid in respect thereof.
5.14 We will not be liable to you for any damage, loss or expense incurred due to your failure to comply with the provisions of this clause.
6.1 Notwithstanding that you may have reserved, selected and/or paid for a specific seat at Reservation or check-in, we reserve the right to assign or reassign seats at any time, including such purchased and selected seats, even after boarding the aircraft. This may be necessary for operational, safety or security reasons.
6.2 Purchased seat selection can be made at the time of making your Reservation, at an additional charge, subject to availability. Selection of seats in the period between making the Reservation up to 48 hours prior to the scheduled departure of the Flight can be done on our website and mobile application, through the call centre, or at the MANGO Airport Guest Services Counter at an additional charge.
6.3 These purchased seats are not transferable from one Flight to another or from one aircraft type to another.
6.4 Seat selection can be done at time of online check-in on our website and mobile application, from 24 hours and until 2 hours prior to departure of the Flight, at no additional cost.
6.5 Seat selection can also be made at the time of self-service check-in at the self-service kiosks within the airports, until 40 min prior to scheduled departure of the Flight, at no additional cost, subject to availability.
6.6 When checking in at the airport, seat numbers will be allocated by the check-in agent.
6.7 Window seats refer to seats on the window side of an aircraft and may not necessarily be next to a window.
6.8 Seat selection takes place on a “first come first serve” basis, is subject to availability, and the airline shall not entertain any claims pertaining to unavailability of any preferred seat(s).
6.9 Certain seats throughout the cabin are assigned as “Emergency Exit Seats” or ”Restricted Seats”. Such seating is subject to strict requirements of the applicable authorities, including the South African Civil Aviation Authority, and MANGO is obliged by law to comply with such requirements at all times. You need to ensure that you comply with these requirements should you select these seats. Any persons not meeting such requirements will not be allowed to remain on these seats, and will be moved to another available seat allocated by MANGO. If the information provided by you to qualify for such seat proves to be incorrect at the date of travel, any charge paid towards your selection of any such Emergency Exit Seats or Restricted Seats will be forfeited.
6.10 Refusal by a Guest to change seats when requested due to safety, security or operational reasons, will result in the Guest concerned being removed from the Flight and the cancellation of the Guest’s Reservation without refund or credit given, and MANGO will not be liable to such Guest for any damage, loss or expense or any nature whatsoever incurred as a result thereof.
6.11 Infants MUST sit on the accompanying adults lap during Critical Phases of Flight.
6.12 Children who have reached the age of 2 years at the time of travel, MUST occupy their own seats during Critical Phases of Flight and may not sit on any Guest’s lap during such Critical Phases of Flight.
6.13 MANGO is under no obligation to accommodate groups and family members with regards to specific seating requirements.
7.1 Inability to Provide Carriage
7.1.1 We may deny check-in and/or boarding, or have to remove you from a Flight, in the event of (without limitation):
18.104.22.168 Flight cancellations (whether as a result of technical, operational or commercial reasons, industrial action, regulatory restriction, airport infrastructure, weather conditions or force majeure, or otherwise);
22.214.171.124 Flight overbooking (whether as a result of aircraft changes, operational reasons, system/staff errors, or otherwise); and/or
126.96.36.199 Over loading/weight restrictions;
in which event we will offer compensation in accordance with clause 7.1.2 below.
7.1.2 As per clause 7.1.1 above and in the event of excessive delays as determined by us, we will, in our sole and absolute discretion, and depending on availability, either:
188.8.131.52 Refund monies received in respect of the Booking as stipulated in clause 3.5;
184.108.40.206 Place the Guest on the next available MANGO Flight;
220.127.116.11 Change the Booking to a future date, at no additional cost; or
18.104.22.168 Arrange alternative means of transportation to the destination in question.
7.1.3 In the exercise of these measures and in order to prevent a Flight cancellation, in exceptional circumstances we may arrange for a Flight to be operated on our behalf by an alternative carrier and/or aircraft. In such an event, you will have no claim against MANGO as a result of the use of such alternative carrier and/or aircraft.
7.1.4 This clause sets out MANGO’s entire liability to you upon the occurrence of any of the events referred to herein, and we do not accept any further liability, inconvenience or costs whatsoever resulting therefrom or relating thereto, whatsoever or howsoever arising. Notwithstanding the generality of the foregoing, we shall specifically not be required to provide you with meals/meal vouchers, accommodation, transport or any other services in this regard.
7.2.1 The Flight time as displayed on our various platforms are indicative only, and may change between the date of publication and the date on which you actually travel, notwithstanding that, such Flight time may be indicated on your Booking Confirmation. We do not guarantee Flight times to you and Flight times do not form part of your contract with us.
7.2.2 It is possible that we may need to change the scheduled Flight time subsequent to issuance of your Booking Confirmation. If you provide us with your contact information, we will endeavour to notify you of any such changes. However, the onus rests on you to regularly check the published updated Flight times up to your actual Flight time, in order to ensure that you are aware of any changes to the schedule departure time of your Flight.
7.2.3 If, after you make your Booking, we make a significant change, as determined by us, to the scheduled departure time which is not acceptable to you, and we are unable to book you on an alternative Flight which is acceptable to you, we will compensate you in accordance with clause 7.1.2 above, and our liability to you will be limited as set out therein.
7.3.1 We will take all commercially reasonable measures to ensure carriage as set out in your Reservation, however, flight times as displayed on our various platforms or on your Booking Confirmation are indicative only, and may change between the date of publication and the date on which you actually travel. We do not guarantee Flight times to you and Flight times do not form part of your contract with us.
7.3.2 MANGO is a point-to-point carrier and will not accept any responsibility for onward travel arrangements or associated cost. It remains your responsibility to ensure that you allow for enough time when planning your travel, taking into consideration possible delays in scheduled departure and/or arrival time(s), delays at the check-in counters and any other delays you may experience in your travels to, from and/or at the airport.
7.3.3 We will not, nor shall we be required to, provide meals/meal vouchers, transport or accommodation or accept any liability for any costs or expenses whatsoever, resulting from or incidental to delayed Flights.
7.3.4 In the event of excessive delays, as determined by us, we may compensate you in terms of clause 7.1.2 above.
7.3.5 If you provide us with your contact information, we will endeavour to notify you of any such changes. However, the onus rests on you to regularly check the published updated Flight times up to your actual Flight time, in order to ensure that you are aware of any changes to the schedule departure time of your Flight.
7.3.6 In the event of a Flight diverting to an alternative airport than that detailed in the Booking Confirmation, due to reasons such as but not limited to; medical or technical reasons, operational, safety or security reasons and/or weather conditions, MANGO will not, nor shall we be required to, provide meals/meal vouchers, transport or accommodation or accept any liability for any costs or expenses whatsoever, resulting therefrom. All Baggage will only be made available at the arrival airport as per your Booking Confirmation and no Baggage will be delivered by us in the event of non-collection. Due to operational, safety or and security reasons, all Guests are required to remain on-board until the Flight has reached the arrival airport as per the Booking Confirmation.
7.4 Limitations of Carriage
7.4.1 Certain Guests, as detailed within these Conditions of Carriage, various applicable regulations, and as determined by us from time to time, are only accepted by us on prior arrangement, as set out in these Conditions of Carriage.
7.4.2 In order for MANGO to confirm that a Guest is fit to fly, the relevant documentation, such as, but not limited to a Medical Request Form must be submitted in respect of these Guests.
7.4.3 It is essential that these forms be completed and submitted no later than 48 hours prior to the planned Flight’s departure.
7.4.4 These Guests, who have advised us of any special requirements they may have, have provided all relevant information, have disclosed such information accurately and in full, and have received confirmation from the MANGO Medicals Department, shall not subsequently be refused carriage solely on the basis of them having such disability or special requirements.
7.4.5 We may however, in such cases, impose certain requirements, restriction, and revised times of check-in and boarding due to the restrictions and logistics of handling such Guests. Failure to comply with the requirements, restriction or timing as requested, may result in inability to provide carriage on the specific Flight in question, and MANGO will not be liable for any loss or expense incurred as a result thereof.
7.4.6 Special assistance Guests may not be seated at Emergency Exits or Restricted Seats as stipulated in clause 6.9 above.
7.5 Right to refuse Carriage
We may refuse to carry you or your Baggage if one or more of the following have occurred or we reasonably believe may occur, or where such refusal is in the interest of safety or security of other Guests, crew and the aircraft, or is necessary in order to comply with any applicable laws, regulations or orders:
7.5.1 The carriage of you or your Baggage may endanger or affect the safety, health and materially affect the comfort of other Guests or crew;
7.5.2 Mango will not, under any circumstances whatsoever, tolerate any form of abuse, whether verbal or otherwise, towards all Mango employees, contractors, agents and fellow Guests. This includes, but shall not be limited to, racial or sexist remarks, and any form of threatening, abusive, discriminating and/or insulting language or behaviour from Guests.
7.5.3 Your mental or physical state, including, without limitation, where your attitude or behaviour, towards fellow Guests, crew, staff, airport employees (whether employed by MANGO or not) or property is generally unsatisfactory or unacceptable;
7.5.4 You have committed misconduct on a previous flight;
7.5.5 You are, or in our reasonable opinion appear to be, intoxicated and/or otherwise under the influence of alcohol, drugs or other prohibited substances;
7.5.6 You have refused to submit to a security check;
7.5.7 You have not paid the applicable Fare, taxes, fees or charges;
7.5.8 You do not have valid travel documents, or destroy your travel documents during your Flight or refuse to surrender your travel documents to the crew, when so requested;
7.5.9 You have failed to check in within the allocated Check-In Deadlines or failed to present yourself at the boarding gate on time or fail to present the required documentation at check-in or at the boarding gates;
7.5.10 You present a Booking that has been acquired unlawfully, has been purchased from an entity other than us or our Authorised Agents, has been reported as being stolen, is a counterfeit, altered in any way or you cannot prove that you are the person named on the Booking;
7.5.11 You fail to observe instructions with respect to safety or security relating to your Flight, the airport, or air travel in general, from staff, crew or authorised handling agents (whether employed by MANGO or not);
7.5.12 Any other reason or circumstance exists which in our reasonable opinion entitles us to refuse to carry you or your Baggage; or
7.5.13 You have previously committed one of the acts or omissions referred to in this clause.
7.6 Conduct on board Aircraft
7.6.1 If, in our reasonable opinion, you conduct yourself aboard the aircraft so as to endanger the aircraft or any person or property on board the aircraft, or obstruct the crew in the performance of their duties, or fail to comply fully with any instructions of the captain or crew, including but not limited to instructions with regards to smoking, alcohol or drug consumption, or behave in a manner which causes discomfort, inconvenience, damage or injury to other Guests or the crew, we may take such measures as we deem reasonably necessary, having regard to the nature of your conduct and the risk to the other persons on board and/or to the aircraft, to prevent continuation of such conduct, which measures may include restraint.
7.6.2 All MANGO flights are strictly non-smoking. NO smoking is permitted on any of our flights, including during boarding and disembarking. Smoking is only permitted in the designated smoking areas in the airport.
7.6.3 Alcohol brought on-board by Guests, may NOT be consumed on-board.
7.6.4 In the event of conduct detailed in clause 7.6.1, 7.6.2 and 7.6.3, you may be disembarked and prosecuted for offences committed on board the aircraft, and may be refused onward carriage at any point.
7.6.5 For safety reasons, we may forbid or limit the use of electronic equipment aboard the aircraft during Critical Phases of Flight, and as determined by the crew. These items include, but are not limited to, cellular telephones, laptop computers, portable recorders, portable radios, compact disk players, electronic games or transmitting devices, including radio-controlled toys and walkie-talkies. For the avoidance of doubt, this does not include pacemakers and hearing aids. You are required to comply with all instructions of the crew regards the use of electronic devices on board the aircraft at all times.
7.6.6 If you fail to comply with clause 7.6.5, we reserve the right to temporarily remove such electronic devices from your person, and retain same until the termination of your Flight or until such time as is required in terms of applicable law.
7.6.7 In the event of conduct detailed in this clause 7.6, you will reimburse us for all claims, losses, fines, penalties or expenses, including, but not limited to, all costs arising from the diversion of the aircraft for the purpose of offloading you and all losses suffered or incurred by us, our agents, employees, independent contractors, Guests and any third party in respect of death, injury, loss, damage or delay to other persons or to property, arising from your misconduct.
8. Categories of Guests
8.1.1 An infant, as used in these Conditions of Carriage, is a Guest who has not reached his or her second birthday on the travel date.
8.1.2 Infants are at all times required to sit on an adult’s lap. MANGO does not provide any bassinettes or related services on board.
8.1.3 No Guest may be responsible for the safety of more than one infant on board a MANGO aircraft.
8.1.4 Special infant restraints are available on all MANGO aircraft upon request.
8.1.5 Provided they are seated on an adult's lap as indicated above, infants will be carried at the applicable infant charge. In the event that a Guest travelling with an infant requires a vacant/extra seat, such seat must be purchased at a full Fare.
8.1.6 Each adult may only have one infant on his/her lap, with no more than a total of ONE infant per set of three seats situated on either side of the aisle, resulting in no more than a total of four people per set of three seats. MANGO accepts no responsibility for any inconvenience caused as a result of families not seated together.
8.1.7 Infants younger than 7 days from date of birth are NOT permitted to travel on MANGO Flights under any circumstances.
8.1.8 Air travel is not recommended for infants until at least 14 days from their date of birth, and MANGO will require medical clearance before acceptance for travel of infants between 7 and 14 days old.
8.1.9 MANGO will not be liable for any injury, loss or expense incurred as a result of infants travelling before 14 days of date of his/her birth.
8.1.10 No MANGO employee or authorised agent (including the crew) is permitted to handle and/or hold infants on behalf of any Guests, and MANGO will have no liability for any injury or loss which may occur as a result.
8.2 Minors aged between 2 and 11 years
8.2.1 A minor is a Guest who has reached his/her 2nd (second) birthday but not yet reached his/her 12th (twelfth) birthday at the date of travel.
8.2.2 All minors will be required to pay a full adult Fare for their Booking and occupy their own seat as stipulated in clause 6.12 above.
8.2.3 Only persons who have reached his/her 16th (sixteenth) birthday may accompany minor guests. Minors travelling without an adult over 16 years of age are classified as “UNACCOMPANIED MINORS” (see 8.3 below)
8.3 Unaccompanied Minors aged between 5-11 years
8.3.1 MANGO only caters for unaccompanied minors older than 5 (five) years old at an additional charge.
8.3.2 MANGO will not, under any circumstance accept unaccompanied minors who have not yet reached his/her 5th (fifth) birthday. Such minors must be accompanied by an adult, over 16 years of age.
8.3.3 MANGO will not accept unaccompanied minors with medical conditions, and such minors must be accompanied by their responsible parent/guardian at all times.
8.3.4 Unaccompanied minors cannot be booked online, and such booking need to be made through the MANGO Call Centre, and as detailed in clause 7.4 above.
8.3.5 Parents/Guardians who bring unaccompanied minors to the airport are required to remain at the airport until the flight has departed in case of any delays or disruptions.
8.3.6 Parents/guardians must ensure that they are available when the flight lands at the arrival station to collect and sign for the unaccompanied minor.
8.3.7 In the event of an emergency, Mango and/or its agents will take all necessary action to ensure the safety and comfort of the unaccompanied minor, and responsible parent/guardian will be liable for any additional cost that may be incurred; including but not limited to medical treatment.
8.3.8 Any unaccompanied minors not collected within 40min of scheduled time of arrival will be handed over to the local authorities at the airport. We do not accept any further liability, inconvenience or costs whatsoever resulting therefrom or relating thereto, whatsoever or howsoever arising.
8.3.9 Our partner airlines and codeshare partners may have different regulations, age limits and/or charges, and Guests are required to check with them directly. MANGO accept no responsibility or liability in the event that unaccompanied minors cannot be accepted partner/codeshare airlines.
8.4 Young Persons aged between 12 and 15 years
8.4.1 A young person is a Guest older than 12 (twelve) years who has not reached his/her 16th (sixteenth) birthday at the date of travel.
8.4.2 Young persons may travel alone and unaccompanied by an adult, however, MANGO accepts no responsibility or liability of any nature whatsoever and howsoever arising related to young persons who travel unaccompanied.
8.5 Pregnant Guests
8.5.1 Regulations surrounding pregnancy are for your own safety, as well as the safety of your unborn baby. Please consult your doctor before making a Booking to ensure that you are fit for travel on an aircraft.
8.5.2 Pregnant Guests may travel on MANGO without medical clearance provided they are less than 36 weeks pregnant, and do not have any complications.
8.5.3 We may require proof of your gestation and due date. We recommend that you carry a note from your doctor/midwife on your person during travel stating this information and confirming that you do not have any complications.
8.5.4 From the commencement of your 36th week of pregnancy, you may no longer travel with MANGO, regardless of any documentation or approvals by your doctor or midwife.
8.5.5 Air travel is not recommended until at least 7 days after delivery, and MANGO will not be liable for any injury, loss or expense incurred as a result of you travelling within 7 days of delivery.
8.6 Blind, Deaf or Hearing / Visually Impaired Guests
8.6.1 These Guests need no medical practitioner clearance but they are required to submit the Medical Request Form to the MANGO Medicals Department. It is essential that this form be completed and submitted no later than 48 hours prior to the planned Flight’s departure, following which MANGO Medicals Department will confirm the Reservation. The Guest should carry a copy of such response on their person at all times.
8.6.2 Guests that are both blind and deaf will, for safety and operational reasons, be required to travel with an able-bodied assistant at all times as per clauses 9.1.5, 9.1.6 and 9.1.7 below.
8.6.3 In the event of guide dogs accompanying these Guests, please refer to the provision of clause 7.4 above and clause 10.11 below.
8.7 Diabetic Guests
8.7.1 Diabetic Guests, who have no complications, will not require medical clearance.
8.7.2 Should a diabetic Guest suffer from complications, they will be required to submit the Medical Request Form to the MANGO Medicals Department. It is essential that this form be completed and submitted no later than 48 hours prior to the planned Flight’s departure, following which MANGO Medicals Department will confirm the Reservation. The Guest should carry a copy of such response on their person at all times.
8.7.3 No special meals are available for diabetic Guests and own arrangements must be made as required.
8.7.4 Diabetic Guests are advised to carry their diabetic medication/syringes and/or any other accessories reasonably required for the administration thereof, in their Carry-on Baggage in order to have it readily available if needed. MANGO accepts no liability for any loss, damage or expense incurred as a result of a Guest placing these items in Checked Baggage. Should Carry-on Baggage containing such items be removed from a diabetic Guest in accordance with these Conditions of Carriage, such Guest needs to remove such items from his/her Carry-On Baggage prior to the removal thereof.
8.8 Guests with Mental Conditions
8.8.1 Guests suffering from a mental illness or disability are required to submit the Medical Request Form, as well as a letter from their medical practitioner, indicating that they are fit to travel, to the MANGO Medicals Department. It is essential that this form be completed and submitted no later than 48 hours prior to the planned Flight’s departure, following which MANGO Medicals Department will confirm the Reservation. The Guest should carry a copy of such response on their person at all times.
8.8.2 It remains the responsibility of the Guest to notify us of any mental illness, conditions or disability prior to travel. MANGO will not be liable for any injury, loss or expense incurred as a result of a Guest being denied travel, or being submitted to certain travel restrictions, due to the discovery of any mental illness, condition or disability not disclosed, partially disclosed or incorrectly disclosed.
8.9 Large Guests
8.9.1 Seats on MANGO aircraft measure 41cm in width. Guests who cannot fit in one individual seat (referred to as “large Guests”), are required to contact the MANGO call centre no later than 48 hours prior to their Flight’s scheduled departure time, in order to Book an additional seat.
8.9.2 Large Guests are required to check in at least 60 min prior to scheduled departure, in order to have the two seats allocated next to each other. Should such Guest fail to contact the call centre or check in as foresaid, and/or if no vacant seat is available on the selected Flight indicated on the Booking, the Guest in question will be required to travel on the next available Flight which does have vacant seat availability. MANGO shall not have any liability to the Guest for any loss, Damage, expense or cost incurred as a result thereof.
9. Special Needs and Medical Guests
9.1.1 In accordance with SA Civil Aviation Regulations and Standards, with which MANGO is obliged to comply, Guests are considered “Special Needs” or “Medical Guests” when their physical, medical and/or mental condition requires them to receive individual attention or assistance which is NOT usually extended to other Guests.
9.1.2 MANGO does not accept responsibility for any illness, injury or disability, including death, attributable to your physical, medical and/or mental condition or for the aggravation of such condition.
9.1.3 It remains the responsibility of the Guest to notify us of any medical conditions at least 48 hours prior to travel. MANGO accepts no responsibility or liability in the event of a Guest being denied travel, due to the discovery of any medical conditions not disclosed, partially disclosed or incorrectly disclosed.
9.1.4 In order for MANGO to confirm that a Guest is fit to fly, these Guests are required to submit the Medical Request Form to the MANGO Medicals Department. It is essential that the Medical Request Form is completed and submitted no later than 48 hours prior to the planned Flight’s departure. The MANGO Medicals Department may request certain supporting documentation, and/or a letter from your physician stating that you are fit to travel by air. Your requested Flight will only be deemed to be confirmed upon receiving medical clearance from the MANGO Medicals Department. Failure to supply all relevant documentation timeously will result in cancellation of the Reservation.
9.1.5 Any Guests who are unable to attend to all their personal needs on board the aircraft must be accompanied by an able-bodied person AT ALL TIMES while travelling.
9.1.6 Any Guests who are unable to evacuate themselves quickly and independently from an aircraft in the event of an emergency must be accompanied by an able-bodied person AT ALL TIMES while travelling.
9.1.7 In the event that a Guest as envisaged in clause 9.1.5 and 9.1.6 above does not have an abled-bodied person travelling with them, they will, for operational and/or safety reasons, be denied travel and MANGO will not be liable for any damage, loss or expense incurred as a result of such Guest being denied travel.
9.1.8 Cabin crew may not administer any medicine or injections at any time.
9.1.9 Guests who require wheelchair assistance are required to remain seated once the aircraft has landed at the destination in order for MANGO crew members to provide assistance and notify the ground staff of such Guests.
9.1.10 MANGO does not permit any stretcher cases to be accommodated on board the aircraft.
9.1.11 MANGO does not accept Guests suffering from infectious or contagious diseases or airborne infections which may be transmitted to others.
9.1.12 Oxygen on board MANGO flights are available for emergency use only. Guests may use such oxygen generators as may be approved in writing by the MANGO Medical Department. Under no circumstances are Guests allowed to use their own oxygen bottles on board.
9.2 Guests requiring Assistance
9.2.1 Guests who require assistance to and from the aircraft, but do not require the use of a wheelchair are classified as “Meet and Assist”.
9.2.2 Meet and Assist Guests will only be accepted if they meet the requirements as set out in clause 9.1.5 and 9.1.6 above.
9.2.3 Meet and Assist Guests are required to remain seated once the aircraft has landed at the destination in order for MANGO crew members to provide assistance and notify the ground staff of such Guests.
9.2.4 MANGO offers assistance at the sole risk of the Guest and accepts no responsibility or liability of any nature whatsoever and howsoever arising related to persons who travel on their own and without an able-bodied assistant.
9.3 Guests requiring wheelchair assistance
9.3.1 Categories of Guests requiring wheelchair assistance:
22.214.171.124 WCHR - A Guest with a walking disability. The Guest can climb up and down the aircraft steps and can make their own way to/from the cabin seat but require a wheelchair to/from the aircraft across the tarmac. A passenger aid unit is not essential to board this type of wheelchair Guest. The Guest, however, does not need assistance in the cabin of the aircraft.
126.96.36.199 WCHS - A Guest with a severe walking disability. The Guest cannot climb up or down the aircraft steps but is able to make his/her own way to/from the cabin seat. The Guest requires assistance up/down the stairs. A passenger aid unit may be required to board this Guest. The Guest, however, does not need assistance in the cabin.
188.8.131.52 WCHC – The Guest is completely immobile and requires assistance in order to get up and down the aircraft steps, and to and from the cabin seat. A Passenger Aid Unit may be required to board this guest. Such Guests must be accompanied by an able-bodied person at all times, including during the Flight.
9.3.2 For safety and operational reasons MANGO has limited the combined number of wheelchair Guests that can be accommodated per Flight. You may be denied boarding in the event that you have failed to correctly or completely disclose your disability to MANGO when making your reservation, and the maximum number of allowed WCHC Guests has already been booked.
9.3.3 In accordance with regulations, MANGO may not convey any powered wheelchair or powered mobility unit weighing more than 32kg. The responsibility rests upon the Guest to ensure shipping through a shipping agent if this weight limit is exceeded. Furthermore, no wheelchair/powered mobility unit which falls under this weight limit will be accepted for carriage unless the power source is disconnected, terminals insulated and wiring is properly stowed. For the avoidance of doubt, such items will be regarded as Limited Release items under these Conditions of Carriage and MANGO accepts no liability for the carriage thereof.
9.3.4 Acceptance for carriage of the Guests envisaged in clause 9 will be subject to the provisions of clause 7.4 above.
9.3.5 Guests who require wheelchair assistance are required to remain seated once the aircraft has landed at the destination in order for MANGO crew members to provide assistance and notify the ground staff of such Guests.
10.1.1 We reserve the right to refuse carriage of certain items, such as but not limited to; items detailed in various regulations and as described in this clause 10. In addition, we may refuse further carriage of any such items upon discovery.
10.1.2 The right of search, whether exercised or not, does not constitute an agreement or consent by us, either express or implied, to carry items within your Baggage which would otherwise be precluded from carriage.
10.1.3 We may refuse to carry as Baggage any item, which does not belong to you and which you have pooled with your Baggage. Pooling constitutes Baggage or items packed within your Baggage that was passed on to you by a third party or Baggage carried on behalf of someone else. The identification of such items, without you having informed us thereof at check-in, could result in the refusal of carriage, and possible legal action. We do not accept liability for such Baggage and you accordingly indemnify us against any claims or losses incurred whatsoever and howsoever arising as a result of any Damage caused to it or by it.
10.1.4 We may refuse to accept Baggage for carriage unless it is in our reasonable opinion properly and securely packed in suitable containers.
10.1.5 For safety and security reasons you may be asked to open any boxes or containers to verify the content. As such, boxes should only be sealed once the check in agent has had the opportunity to inspect the box or container.
10.1.6 We will not accept responsibility or pay compensation for damage caused to protruding items or parts of Baggage, including but not limited to wheels, locks, padlocks, zippers and extractable handles protruding from or attached to bags or for damage caused as a result of improperly packed Baggage, or as a result of your failure to use appropriate containers or types of luggage for air travel.
10.1.7 For reasons of safety and security you will be required to undergo a search and scan of your person and we will conduct a search, scan and x-ray of your Baggage.
10.1.8 If you are not available, your Baggage may be searched in your absence for the purpose of determining whether you are in possession of or whether your Baggage contains any item described in clause 10.2 below.
10.1.9 If you are unwilling to comply with a search we may refuse to carry you and/or your Baggage.
10.1.10 In the event that a search or scan causes damage to you, or an x-ray or scan causes Damage to your Baggage, we shall not be liable for such damage unless such Damage is as a direct result of our wilful misconduct or gross negligence.
10.2 Forbidden Items
10.2.1 Certain items, as per various regulations, as detailed in this clause, and as determined by us from time to time, may not be transported on a MANGO aircraft under any circumstances. Without derogating from the generality of the foregoing, you may specifically not include in your Checked or unchecked Baggage, or carry on your person, items such as, but not limited to:
10.2.1.1 Items which are likely to endanger the aircraft or persons or property on board the aircraft, such as those specified in the International Civil Aviation Organisation (ICAO) Technical Instructions for the Safe Transport of Dangerous Goods by Air and the International Air Transport Association (IATA) Dangerous Goods Regulations, South Africa Civil Aviation Authority (SACAA) regulations and technical standards and in our MANGO regulations and restrictions. This includes, without limitation, flammable goods, toxic substances, radioactive materials, corrosives, poisons, infectious substances, firearms, explosives, car batteries, fireworks/Christmas crackers and sea water;
10.2.1.2 Items which are prohibited to be carried by applicable law or other regulations;
10.2.1.3 Items which are reasonably considered by us to be unsuitable for carriage because they are dangerous, unsafe or by reason of their weight, size, shape, content or character;
10.2.1.4 Firearms of any kind, including, without limitation, hunting rifles and ammunition of any nature. You must also not include toy guns in your Checked Baggage or Unchecked Baggage or any item that resembles a firearm or weapon;
10.2.1.5 Any small vehicles powered by lithium batteries, such as airwheels, solowheels, balance wheels, hover boards or mini segways or similar.
10.2.2 In the event that any of the items detailed in this clause are discovered, they must be removed and disposed of by yourself. Under no circumstances will such items be stored by MANGO, its employees or agents. MANGO will not be liable to you for Damage or loss suffered by you in respect hereof, or through your failure to comply with this requirement. Should you fail to comply with the provisions of this clause, we will refuse to carry you and/or your Baggage, without any liability to you of any nature whatsoever or howsoever arising.
10.3 Restricted items
10.3.1 Certain items that are specified in various regulations and policies, such as the International Civil Aviation Organisation (ICAO) Technical Instructions for the Safe Transport of Dangerous Goods by Air, the International Air Transport Association (IATA) Dangerous Goods Regulations, South Africa Civil Aviation Authority (SACAA) regulations and technical standards and in our MANGO regulations and restrictions, and that are determined by us from time to time, are not permitted to be carried as Checked Baggage, and are only permitted to be carried as Unchecked Baggage, or on your person. Such items include, but are not limited to a single box of matches or one lighter, which is only permitted to be on your person. Items such as, but not limited to e-cigarette/Vape/Twisp or similar, artists paint in tubes, CO2 inflation canisters, any electronic device containing a lithium/lithium ion battery, spare Lithium ion batteries or power banks and dry ice are only permitted as Unchecked Baggage.
10.3.2 The onus rests on you to disclose any items other than clothing and necessities for intended travel, which do not constitute Baggage as set out in these Conditions of Carriage.
10.3.3 In the event that any items as detailed in this clause are discovered, they must be removed and disposed of by yourself, and under no circumstances will such items be stored by MANGO, its employees or agents. MANGO will not be liable to you for Damage or loss suffered by you in respect hereof, or through your failure to comply with this requirement. Should you fail to comply with the provisions of this clause, we will refuse to carry you and/or your Baggage, without any liability to you of any nature whatsoever or howsoever arising.
10.3.4 Should Unchecked Baggage be removed from you for any reason, the responsibility remains with you to remove any items as detailed in this clause.
10.3.5 You are responsible at all times for your Unchecked Baggage as well as the contents thereof, and MANGO accepts no liability for loss, damage or theft of any such items.
10.4 Limited liability items
10.4.1 Certain items do not constitute Baggage as defined in clause 1.7 above, but are classified as Limited Liability items.
10.4.2 Items of a valuable or fragile nature should not be included in your Checked Baggage due to their value or fragility.
10.4.3 It is not recommended to check in fragile, valuable or perishable articles due to the nature of Baggage handling.
10.4.4 The items detailed in this clause are accepted as Limited Liability items only, and at the sole risk of the Guest, and MANGO will not be liable to you for any damage or loss suffered by you in respect hereof, or through your failure to comply with the requirements herein. The act of handing such items of Baggage, whether identified or not, over to MANGO or its Agents thereby indemnifies us against any subsequent claim for alleged damage to, and/or loss or pilferage of such item or its content.
10.4.5 The items stipulated in this clause must be securely packaged and/or carried on your person. Such items may only be permitted on board if they meet the Unchecked Baggage limitations and requirements, and are not otherwise refused for carriage under these Conditions of Carriage.
10.4.6 Perishable goods should be packaged in a leak proof container. MANGO accepts no liability for any loss or damage of such items, or for associated damages to any baggage due to breakage or leaking.
10.4.7 Without derogating from the generality of the remainder of this clause 10.4, MANGO accepts no liability for loss or damage of items such as, but not limited to:
10.4.7.1 Fragile, valuable or perishable items;
10.4.7.2 Medication, house or car keys, identification, passports and travel documents, legal or business document, negotiation document, securities, wallets, cash, cheques, credit cards or money of any kind, and any items of value;
10.4.7.3 Whole blood, blood cells, perishables, cut flowers, plants, foods, untreated animal skins or hides and similar articles requiring maintenance at specific temperatures,
10.4.7.4 Musical instruments and artwork. These include, but are not limited to, pictures, drawings, painting, statues, models, guitars, drums, speakers etc.;
10.4.7.5 Perfumes and fragrances, watches, jewellery, precious metals and stones;
10.4.7.6 Any electronic devices and bags, such as but not limited to, computers and associated equipment, personal electronic devices, cellular telephones, cameras and bags, photographic equipment and bags, televisions, GPS equipment etc.;
10.4.7.7 Any fragile or breakable items, such as but not limited to ceramics, china/glass, wines or liquids contained in glass, prams, wheelchairs or service items;
10.4.7.8 Recreational items and sporting equipment (this includes, but is not limited to, tents of any description, backpacks, sleeping bags, cooler boxes/bags, golf clubs and bags, cricket, tennis, squash and hockey equipment and bags, bicycles etc.)
10.5 Unchecked Baggage
10.5.1 Unchecked Baggage may also be referred to as “Hand Baggage”, “Carry-on Baggage” or “Cabin Baggage”, and refers to any of your Baggage other than Checked Baggage.
10.5.2 Dimensions of Unchecked Baggage may not exceed 115 cm (56cm + 36cm +23 cm), and may not weigh more than 7 kg. Unchecked Baggage which does not meet the specifications will not be permitted on board for carriage under any circumstances. All items which do not comply with these specifications must be checked-in, regardless of the content or value thereof, and MANGO will not be liable to you for Damage or loss suffered by you in respect hereof, or through your failure to comply with this requirement.
10.5.3 Each Guest is allowed one piece of Hand Baggage. This ruling shall be rigidly enforced. A small handbag, may be taken in addition to the above mentioned hand Baggage. Mothers with infants may also take a small bag containing immediate use items for the infant.
10.5.4 Guests arriving at the aircraft or at the boarding gates with Unchecked Baggage which does not meet the specifications as defined in 10.5.2 will be referred back to the check-in counters to check-in such Baggage. An Excess Baggage charge will be raised for any baggage exceeding the checked baggage allowance. MANGO will not be liable to you for any Damage, loss or subsequent costs suffered by you in respect hereof, or through your failure to comply with this requirement.
10.5.5 Baggage which you carry onto the aircraft must fit under the seat in front of you or in an enclosed storage compartment in the cabin of the aircraft. If your Baggage cannot be stored in this manner, it must be carried as Checked Baggage.
10.5.6 Should Unchecked Baggage be removed from you for any reason, the responsibility remains with you to remove any valuable items. If any items referred to in clause 10.4 above remain in your Unchecked Baggage when it is removed from you, we shall not be responsible for any loss of or damage to such items.
10.5.7 You are responsible at all times for your Unchecked Baggage as well as the contents thereof and MANGO accepts no liability for loss, damage or pilferage of any such items.
10.5.8 MANGO accept no liability or claims for misplaced/missing items of Unchecked Baggage. MANGO shall employ all reasonable effort to contact you by phone and e-mail, on such contact information made available by you to us, for purposes of notifying you that you need to collect same, in the event that an item is recovered. Should your property not be claimed within a period of three (3) months from the time it is first made available, to you, despite MANGO’s reasonable efforts, you hereby consent to and authorise us to dispose of such unclaimed property without any further notice or liability to you, in whichever way we deem fit
10.5.9 No MANGO employee or authorised agent (including the crew) may carry any Baggage on behalf of any Guest under any circumstances.
10.5.10 You must not include in your Unchecked Baggage certain items as determined by law and as decided by us from time to time, such as, but not limited to; spices, thermometers containing mercury, knitting/crochet needles, cutlery, knives, scissors, syringes, blades, nail clippers or other sharp objects or any sporting goods such as cricket bats, bowling balls etc. as well as any item that appear to be or could be used as weapons.
10.5.11 The items detailed in clause 10.5.10 above, may only be included in your Checked Baggage.
10.5.12 In the event that any items as detailed in clause 10.5.10 above are discovered after the Check-In Deadlines, they must be removed and disposed of by yourself, and under no circumstances will such items be stored by MANGO or its employees/agents. MANGO will not be liable to you for any damage or loss suffered by you in respect hereof, or through your failure to comply with this requirement.
10.5.13 Customs Inspection: If required, you shall attend inspection of your Baggage, by customs or other Government officials. We are not liable to you for any damage suffered by you in the course of such inspection or through your failure to comply with this requirement unless caused by our negligence or that of our agents.
10.5.14 Security Inspection: You shall submit to any security checks by government officials, airport officials, other carriers or by us. We are not liable to you for any damage suffered by you in the course of such security checks or through your failure to comply with this requirement unless caused by our negligence or that of our agents.
10.6 Checked Baggage
10.6.1 The acceptance of Baggage by MANGO is determined by the weight thereof. Guests travelling on MANGO flights have a free Checked Baggage allowance of 20kg, regardless of the number of Baggage pieces being checked-in.
10.6.2 Excess baggage charges will be payable per kilogram or part thereof for Baggage exceeding the free Checked Baggage allowance. For safety and operational reasons, no single piece of Baggage may weigh more than 32kg.
10.6.3 Infants have a Checked Baggage allowance of 10kg, regardless of them not occupying a seat on the aircraft. Prams and car seats are accepted as Limited Liability items as provided in clause 10.4 above. Prams being used to the aircraft, will not incur a cost. Any prams, car seats or camping cots that are checked in will form part of the checked baggage allowance and excess baggage charges will be payable per kilogram or part thereof for Baggage exceeding the free Checked Baggage allowance.
10.6.4 Certain fares have additional Baggage allowances. You are responsible to ensure that you are aware of such allowances, and we accept no responsibility for your failure to do so, and will not entertain any refunds pertaining to such allowances.
10.6.5 Codeshare guests’ Baggage allowance is in accordance with the ticketed fare rules and Baggage allowances. Excess Baggage charges will be payable per kilogram or part thereof for baggage exceeding the Checked Baggage allowance.
10.6.6 Certain items, as detailed in clauses 10.2 and 10.3 above, may not be accepted as Checked Baggage under any circumstances.
10.6.7 Sporting equipment, excluding bicycles, are included in the Checked Baggage allowance of 20 kg.
10.6.8 Musical instruments are included in the Checked Baggage allowance of 20 kg.
10.6.9 Pets and bicycles are NOT included in the checked Baggage allowance of 20kg per paying Guest and excess Baggage charges will be raised per kilogram or part thereof in respect of such items, irrespective of the weight of any other Checked Baggage.
10.6.10 Upon delivery to us of your Baggage which you wish to check in, we will take custody of, and issue a Baggage Identification Tag for each piece of your Checked Baggage.
10.6.11 Checked Baggage must have your name or other personal identification affixed to it. We accept no liability resulting from any failure on your part to comply with this requirement.
10.6.12 All Baggage must be adequately secured to contain and protect its contents. The onus rests on you to lock your Baggage and MANGO does not supply locks, cable ties or the like.
10.6.13 MANGO discourages Guests to use hard shell bags, as such bags are generally not designed to withstand the stacking procedures followed when loading Baggage onto an aircraft, and are prone to suffer damage as a result of the weight exerted on it as a result of these procedures. Use of such hard shell bags shall be at the risk of the Guest, and MANGO does not accept any liability for any damage resulting from the use of such bags.
10.6.14 Checked Baggage will, whenever possible, be carried on the same aircraft as you, unless we decide for safety, security or operational reasons to carry it on an alternative flight. If your Checked Baggage is carried on a subsequent flight we will ensure that it is delivered to you, unless applicable law requires you to be present for customs clearance.
10.6.15 Despite anything to the contrary mentioned in this regard, MANGO cannot guarantee that your bag will be on the same Flight as you in the event of you being accepted for the Flight after expiry of the Check-In Deadline.
10.6.16 In the event of clause 10.6.15 above, no Baggage will be delivered to you by MANGO.
10.6.17 You are required to collect your Checked Baggage as soon as it is made available at your destination or Stopover. MANGO shall employ all reasonable effort to contact you by phone and e-mail, on such contact information made available by you to us, for such purposes. Should your Checked Baggage not be claimed within a period of three (3) months from the time it is first made available to you, despite MANGO’s reasonable efforts, you hereby consent to and authorise us to dispose of such unclaimed Checked Baggage without any further notice or liability to you, in whichever way we deem fit.
10.6.18 Only the bearer of the Baggage Identification Tag, is permitted to collect the Checked Baggage and MANGO accepts no responsibility, liability or claims pertaining to cross collections of Baggage, including any consequential or indirect losses resulting there from.
10.6.19 In the event of third-party collections, we may require such person furnish us with adequate security and documentation in order to reimburse us for any loss, damage or expense which may be incurred by us as a result of handing them any Baggage, and MANGO will not be liable to you for missing or lost Baggage and/or items or any damage suffered by you in this regard.
10.7 Excess Baggage:
10.7.1 You will be required to pay an excess Baggage charge for each kilogram or part thereof rounded up to the nearest kilogram for Baggage weighing in excess of the free Baggage allowance, per Flight. For the sake of clarity, in the event of return Flights, any excess Baggage charges payable will apply separately to the departing Flight, as well as the returning Flight.
10.7.2 Final Baggage weights will be determined at the time of checking in at the airport check-in counters.
10.7.3 Excess Baggage rates vary between those online and at the MANGO Airport Guest Services Counters at the airports.
10.7.4 Online excess Baggage may be purchased at the time of making your reservation, as well as on our website and mobile application, up until 40 minutes prior to scheduled departure. Guests will be liable for payment of any additional excess Baggage resulting from any difference in actual Baggage weight and weight recorded via online purchase, and will be charged at the rate applicable at the MANGO Airport Guest Services Counters at the airport.
10.7.5 Unused excess Baggage will, however, not be refunded or credited.
10.8 Sporting and recreational Equipment (Excluding bicycles)
10.8.1 MANGO accepts sporting equipment for carriage under Limited Liability strictly in terms of the provisions of clause 10.4 above. MANGO will not be liable to you for any loss or damage suffered by you in respect of such equipment, or through your failure to comply with the requirements herein.
10.8.2 Sporting equipment, such as, but not limited to golf clubs, cricket and hockey gear, rugby and soccer kits, tennis gear, diving equipment is included in the Checked Baggage allowance.
10.8.3 Excess Baggage charges will be payable per kilogram or part thereof for Baggage exceeding the Checked Baggage allowance.
10.8.4 No single piece of Baggage may weigh more than 32kg, or exceed 1.5m (one and a half metres) in width or 2m (two) metres in height/length.
10.8.5 Bows and arrows and spear guns may NOT include any pressurized vessels, explosive arrowheads or propellants and need to be securely packaged in a relaxed state.
10.8.6 Swords and knives must be securely packaged to prevent any damage to surrounding articles or injury to persons.
10.8.7 Certain items such as, but not limited to, gas cylinder or oxygen tanks/bottles are prohibited items, and may not be checked in or taken on board the aircraft. Oxygen bottles may only be accepted as Checked Baggage if the tank is empty and the cap is left open.
10.9.1 MANGO accepts bicycles for carriage under Limited Liability in terms of the provisions of clause 10.4 above. MANGO will not be liable to you for any loss or damage suffered by you in respect of any bicycles, or through your failure to comply with the requirements set out herein.
10.9.2 Guests must package their bicycles in a durable box or container, which offers suitable protection to the bicycle during standard baggage handling procedures. MANGO accepts no liability for loss or damages of any kind related to bicycle handling.
10.9.3 A handling fee will be charged per bicycle per Flight. For the sake of clarity, in the event of return Flights, any excess Baggage charges payable will apply separately to the departing Flight, and the returning Flight.
10.9.4 The combined weight of the bicycle and the box or container may not exceed 32kg, or exceed 1.5m (one and a half metres) in width or 2m (two) metres in height/length.
10.9.5 Boxes or containers may only be sealed or locked once the check-in agent has inspected the box or container as per regulation. No additional items may be included in the box or container.
10.9.6 We reserve the right to refuse to accept your bicycle for carriage if it is not packaged in a durable box or container. Any acceptance of your bicycle will be at your own risk.
10.9.7 Only 2 (two) CO2 inflation canisters may be included in the Guest’s Unchecked Baggage. These canisters are regarded as restricted items as per clause 10.5 above, and may NOT be checked-in.
10.9.8 During cycle events/challenges, bicycle(s) may not travel on the same Flight as you due to space restrictions and operational requirements. Guests will be notified once the bicycle(s) arrive and are ready for collection, and will be solely responsible for the collection thereof. No bicycle(s) will be delivered to the Guest by MANGO. You are required to collect your bicycle(s) as soon as you are advised of such. MANGO shall employ all reasonable effort to contact you by phone and e-mail, on such contact information made available by you to us, for such purposes. Should your bicycle(s) not be claimed within a period of three (3) months from the time it is first made available to you, despite MANGO’s reasonable efforts, you hereby consent to and authorise us to dispose of such unclaimed bicycle(s) without any further notice or liability to you, in whichever way we deem fit.
10.10.1 MANGO carries pets is in accordance with the IATA Live Animal carriage regulations and always under Limited Liability.
10.10.2 MANGO DOES NOT accept pets as carriage on International flights under any circumstances.
10.10.3 We only accept certain domestic pets as determined by us from time to time for carriage at our discretion.
10.10.4 The number of pets per Flight is limited, and Guests are required to book the carriage of their pets through the MANGO call centre, no later than 48 hours prior to scheduled Flight departure.
10.10.5 In the event that pets cannot be accepted for travel due to operational reasons or limitations, Guests will be solely responsible for arranging alternative transport. MANGO will have no responsibility to you for any related costs or expenses in this regard.
10.10.6 If we agree to carry your pet, they will be carried subject to various conditions. Should you not be able to comply with these conditions, you should make alternative arrangements for their carriage or transportation.
10.10.7 Pets will only be accepted for carriage in suitable rigid plastic or wooden containers (to be supplied by the Guest) that will securely contain them and be big enough to permit such animal to stand up and turn around. Should the container not meet the specification as determined by us in our sole and absolute discretion, exercised in the interest of safety and in order to meet operational requirements, the animal will not be accepted, and MANGO will not be liable for any subsequent cost or expenses in this regard. No material or soft sided containers will be permitted under any circumstances.
10.10.8 Pets will only be accepted for carriage if accompanied by valid health and vaccination certificates, entry permits, and other documentation required by law.
10.10.9 The animal, together with its container and food, is NOT included in your free Baggage allowance, and excess Baggage charges will be payable per kilogram or part thereof irrespective of the weight of any other Checked Baggage. This weight will be determined at time of check in at the airport.
10.10.10 The combined weight of the animal and the container may NOT exceed 32kg. An animal and container which exceeds 32kg must be checked in through a separate cargo handling agent and MANGO will have no responsibility to you for any related costs or expenses in this regard.
10.10.11 The containers may only be sealed or locked once the relevant agent has inspected the container as per the applicable regulations or requirements. You will be required to remove the pet from the container in order for it to be inspected and screened, and therefore you will be required to be present during such screening.
10.10.12 No pets will be carried in the passenger cabin of the aircraft under any circumstances whatsoever. They will be carried, suitably contained, in the cargo compartment of the aircraft.
10.10.13 Animals suffering from an obvious disease, injury as well as those we don’t consider to be in a suitable container, will not be accepted, and MANGO does not accept any liability whatsoever and howsoever arising as a result of our refusal to carry such animals.
10.10.14 In line with the IATA Live animal carriage regulations, the sedation of animals is not recommended. MANGO will not be liable to you for any injury to or loss, sickness or death of an animal which we have agreed to carry, unless such injury, loss, sickness or death is as a direct result of our gross negligence or wilful misconduct.
10.10.15 We will have no liability in respect of any animal not having all the necessary exit, entry, health and other documents with respect to the animal's entry into or passage through any country, state or territory and the person carrying the animal will be obliged to reimburse us for any fines, cost, losses or liabilities reasonably imposed or incurred by us as a result.
10.10.16 MANGO will NOT accept animals younger than 8 weeks for travel.
10.10.17 MANGO will not accept pregnant animals, animals with suckling young and unweaned animals, for carriage.
10.11 Service Animals
10.11.1 Guide dogs accompanying Guests with disabilities will, subject to compliance with this clause 10.11, be carried free of charge in the passenger cabin of the aircraft.
10.11.2 Guide dogs may not occupy a seat.
10.11.3 Guide dogs must travel with a full body harness. Leads/leashes are not considered acceptable restraint.
10.11.4 All relevant documentation as determined by us from time to time will be required before confirming the accompaniment of a Guide Dog. Guest are required to notify the MANGO Medicals Department at least 48 hours prior to travel if travelling with a guide dog.
10.11.5 Emotional support animals or pets are NOT accepted, regardless of documentation provided. Only certified guide dogs are accepted under the category “service animal”.
11 Baggage Irregularities
11.1.1 MANGO will not be liable to you for any loss or damage suffered by you in respect of any items or articles not permitted to be contained in Checked Baggage in terms of clause 10.4 above or through your failure to comply with the requirements in respect thereof, or any removed items or articles referred to in clause 10.5.6 above.
11.1.2 All Baggage irregularities must be reported to MANGO immediately on arrival.
11.1.3 No claims for missing Baggage will be entertained or accepted once the Guest has left the airport.
11.1.4 No claims for loss or damage will be entertained or accepted after 24 hours of the arrival of your Flight.
11.1.5 The limitation on reported baggage irregularities is three (3) months. If you fail to contact us or follow up on your claim before the expiry of this period, calculated from the date of opening the file, you will have deemed to have withdrawn, abandoned and/or forfeited your claim, and MANGO will consider the claim to be CLOSED and FINALISED.
11.2 Loss of Checked Baggage
11.2.1 MANGO will not entertain any claims for any loss of fragile or valuable items as detailed in clause 10.4 above, or which are contained in Unchecked Baggage which has been removed from you in terms of clause 10.5.6, and disclaims any liability in such regard.
11.2.2 Guests will be compensated for lost Checked Baggage (which shall be deemed to include the suitcase and the contents thereof, as applicable) based on the weight of the missing Checked Baggage at a rate of R140.00 per kilogram, or part thereof, up to a maximum of R2500.00 per claim.
11.2.3 Compensation paid as settlement in accordance with this clause, is not based on the replacement value of any item of Checked Baggage, any branded items or suitcases where applicable.
11.2.4 In the event that the weight of lost Checked Baggage cannot be confirmed, MANGO will make use of the IATA Recommended Practice 1751- Table of weights to ascertain the estimated weight, and the compensation paid to the Guest in respect of the lost Checked Baggage will be determined in accordance with such estimated weight, up to a maximum of R2500.00 per claim.
11.2.5 A claim for lost Checked Baggage will only be processed on receipt of all requested documentation pertaining to the claim.
11.3 Delayed, Misloaded or Missing Checked Baggage
11.3.1 MANGO cannot guarantee that your Baggage will be on the same Flight as you. If for operational, security and/or safety reasons your Baggage is carried on a later Flight, we will deliver it to you.
11.3.2 No compensation will be paid for delayed Baggage, including any consequential or indirect losses resulting therefrom.
11.3.3 Any Baggage which is delayed due to receipt after the Check-In Deadlines, will be classified as late Baggage and will not be delivered to you, despite the late acceptance thereof. MANGO will not pay compensation for any consequential or indirect losses or damage resulting therefrom.
11.3.4 MANGO reserves the right to trace any missing/misloaded Baggage for a period of 14 (fourteen) calendar days from your date of travel and the reported loss thereof before any claim can be processed.
11.3.5 In cases where Baggage has been delayed, any claims for loss or damage must be reported within 24 hours of receipt of the Baggage by the owner.
11.3.6 Baggage will only be released to the person in possession of the Baggage Tag or named on the Baggage Tag, or if he/she is able to correctly identify the Baggage.
11.3.7 You are required to collect your Baggage as soon as you are advised of such. MANGO shall employ all reasonable effort to contact you by phone and e-mail, on such contact information made available by you to us, for such purposes. Should your Baggage not be claimed within a period of three (3) months from the time it is first made available to you, despite MANGO’s reasonable efforts, you hereby consent to and authorise us to dispose of such unclaimed Baggage without any further notice or liability to you, in whichever way we deem fit.
11.4 Damaged Baggage
11.4.1 MANGO will not entertain claims for any damage to fragile or valuable items as detailed in clause 10.4 above, or which are contained in Unchecked Baggage which has been removed from you in terms of clause 10.5.6, and disclaims any liability in such regard.
11.4.2 Acceptance of Baggage and the contents thereof by the bearer of the Baggage claim tag without complaint at the time of delivery is sufficient evidence that the Baggage has been delivered in good condition and in accordance with the contract of carriage, unless you prove otherwise.
11.4.3 MANGO will not be liable for any damage caused by your Baggage. You shall be responsible for and indemnify us in respect of any damage caused by your Baggage to other persons or property, including our property.
11.4.4 MANGO will not be liable to you for any loss or damage in respect of any missing or damaged parts protruding from or attached to your Baggage, including but not limited to handles, locks, zips, wheels, straps and retractable handles.
11.4.5 MANGO will not be liable to you for any loss or caused as a result of badly/over packed Baggage, or as a result of you using inappropriate containers, bags or cases.
11.4.6 We are not liable for normal wear and tear (including, without limitation, damaged locks, zippers, small tears, scratches, scuff or dirt marks) occasioned as a result of normal baggage handling procedures.
11.4.7 MANGO will not be liable to you for any loss or damage to fragile, valuable or perishable items as detailed in clause 10.4 above.
11.4.8 In the event that Baggage has been damaged to such an extent that it cannot be used for its intended purpose, MANGO retains the right, without admitting any liability, and in its sole and absolute discretion, to repair such Baggage to a serviceable condition, fit for the purpose for which it was intended.
11.4.9 Subject to the provisions of clause 11.4.10 below, should the damage prove to be to such an extent that the bag cannot be repaired, MANGO will replace it with a similar bag. The replacement bag may differ as far as brand name, exact appearance, colour and price is concerned.
11.4.10 MANGO discourages Guests to use hard shell bags, as such bags are generally not designed to withstand the stacking procedures followed when loading Baggage onto an aircraft. Accordingly, MANGO will not be liable to you in respect of any loss or damage to hard shell bags. However, in the event that MANGO is found to be liable to you in respect of the loss or damage to your hard shell bag, MANGO may, in its sole and absolute discretion, elect to replace such hard shell bag with a fabric bag of a similar size in accordance with the provisions of clause 11.4.9 above.
11.4.11 In order for MANGO to process any claims in respect of damaged bags, you must ensure that damaged bags are handed in and collected at the respective airport baggage offices.
11.4.12 You are required to collect your repaired or replaced Baggage as soon as you are advised of such. MANGO shall employ all reasonable effort to contact you by phone and e-mail, on such contact information made available by you to us, for such purposes. Should your Baggage not be claimed within a period of three (3) months from the time it is first made available to you, despite MANGO’s reasonable efforts, you hereby consent to and authorise us to dispose of such unclaimed Baggage without any further notice or liability to you, in whichever way we deem fit.