The National Consumer Commission (NCC) says it will investigate the booking and cancellations policy at Mango Airlines, after concerns were raised by a CapeTalk listener.
Mango Airlines has confirmed that its passengers are not able to cancel non-refundable tickets.
But the NCC's Trevor Hattingh maintains that consumers have the legal right to cancel any advanced booking or reservation across all airlines.
If need be, it might be an industry wide scrutiny that we will have to do into this matter.— Trevor Hattingh, NCC spokesperson
Mango spokesperson Hein Kaiser explains that the majority of low-cost airlines use non-refundable tickets as an industry-wide practice.
If you'r paying less, you've got to expect that the frill won't be there.— Hein Kaiser, Mango spokesperson
However, Kaiser says that the airline offers a flexible flight package which allows passengers to amend their details at an additional administration fee.
He says the terms and conditions of carriage clearly state that the tickets are non-refundable, before passengers can secure their booking.
Listen to the full conversation from CapeTalk's Breakfast with Kieno Kammies: