Mango, the low-cost South African Airways subsidiary, has been forced to withdraw all advertising of its in-flight WiFi services after a passenger complained that he was unable to access the service.
Mango launched its in-flight WiFi service in the first half of 2012.
One Mr Kowen lodged a consumer complaint against Mango Airlines for its Internet and print advertising promoting the airline’s on-board wireless services.
He said that he had specifically chosen Mango instead of his preferred airline because of the service, and had to forego loyalty points as a result. This decision, he said, was solely based on the advertised WiFi in-flight internet.
“However, the two aircraft used did not have working WiFi. According to flight crew on one aircraft, the WiFi had not been working for more than a month. This clearly makes the promise of on-board WiFi misleading,” the complainant said.
According to the Mango adverts: “G-Connect will provide access to the Internet via 3G, WiFi, ADSL and In-Flight WiFi, with a single online account. There is no need for separate accounts from separate service providers and you can sign up for free at www.gconnect.co.za”.
An advert on the plane itself read: “Wi-Fi Internet available on this flight”.
The ASA took into consideration a charge of misleading claims by the airline, and the non-availability of advertised products.
In its defense, Mango submitted that the complainant has a choice of several airlines in South Africa to provide transportation between two cities.
source: www.bussiness.co
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