A combination of incompetence and lack of care for customers resulted in me and my family (I have three children, including a 5 month old infant) missing our flight from JHB to Vilankulos. We spent over an hour checking in, because Airlink staff told us that our infant son would not be able to travel without a change of name on his ticket. Following conversations with the customer service and ticketing desks, it turned out this was nonsense. The ticket desk attendant even apologised for her colleagues before providing a boarding pass and sending us on our way. When we arrived at the gate, we noticed there were not very many passengers there. We checked with an Airlink member of staff at a nearby gate, who told us not to worry and that a bus would come by to pick us up shortly. After twenty minutes of waiting, we were told by another member of staff that the gate was closed and that the flight had departed. This is despite no updates on the information screens nor the gate screen - not even to indicate that boarding had begun. It was at this stage that we realised that they had left about a dozen passengers behind (the flight was only for 80 people, so about 15% of the passengers).We went to complain to Airlink staff at the nearby gates, who tried to hide from us before running away laughing. We then went through the circus of being sent from one Airlink desk to another, each taking their turn to explain why they were not qualified to help us. They also refused to provide accommodation or seats on another flight, forcing us to spend another £1000 on replacement flights for the next day.We contacted the customer services by email a couple of days later, together with some of the other deserted passengers, to explain what had gone on and request compensation. Airlink took nearly three weeks to respond with the findings of their investigation - it provided inconsistent details and a palpably inaccurate version of events, as well as ignoring elements of our complaint. It turns out the incompetence and heartless nature of this company is not limited to those working in OR Tambo airport.I would suggest that you avoid this airline if you can. If you must fly with them, then book your flight using a good credit card (e.g. Amex). We have told our credit card company what has happened and they are in the process of refunding us for the additional tickets and extra expenses incurred. The only positive I can take is that at least Airlink with lose some of their income for their shocking lack of customer care.
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