Review Time
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.
Very horrible service in managing lost luggage. no proper protocols followed, very very negligent even after following with their office, the bag was found with missing items after a back and forth for more than 21 days of promising to get back to us. This airline doesn't know what they are doing, especially their Gaborone office.
I recently had the worst experience with Airlink. They delayed my flight from Zimbabwe to South Africa and missed my connecting flight to Doha, Qatar. Sadly, the airline didn't even make accommodation arrangements despite acknowledging that the delay was their responsibility. It is an experience that I don't wish on anyone. The airline should improve.
Flew from South Africa to Bulawayo. On arrival my luggage was nowhere to be found, poor communication as well, l had to ring different offices for an update. My luggage arrived following day with missing items. I have emailed Airlink, no response yet. They did not respond to my X comment
Like with so many other reviewers, Airlink lost our luggage on the way from Cape Town to Walvis Bay. This was the second leg of a trip from London Heathrow; the first leg was with BA.Once the luggage was finally located, three days later, we were on a train, getting further and further away from Walvis Bay. Thanks to the extreme efficiency of our local travel representative, and absolutely no thanks to Airlink, we manage to get the luggage delivered to us but at enormous cost. We hoped Airlink would compensate us, at least in part, for the delivery charge.Airlink went out of their way to make the claim process difficult. Firstly they ignored our claim, then they wanted our claim form notarised by a commissioner for Oaths (as considerable cost which we could not claim back), then they wanted a letter from our bank manager confirming our account number was correct (more, unrecoverable cost) and they also insisted on a detailed list of everything that was in our luggage despite this being totally irrelevant to our claim.Finally, and I mean EIGHT MONTHS later, they condescended to pay a few pounds for “delayed luggage” with no recompense for the delivery costs. This left us almost £600 out of pocket, even ignoring the cost for the bank manager letter and the Commissioner for Oaths signature. It was obvious from the start that their processes were designed to be unhelpful, and I simply cannot believe that they were so busy that it needed to take them over a month to respond to each email. Even their final payment took over 4 weeks to come through (and was initially wrong).
I have had the same problem with Airlink online bookings. Flight price is quoted, then an error when you book and if you start again, the price increased. The last time was a booking on flight booked for Friday 3/5. Original price increased by R400 after error message.
We recently travel from Johannesburg to George with Safair & back with AirlinkWe had to add an additional bag which was simple on the Safair website & they charged R250, by comparison I could not find anyway to add an extra bag on Airlink so at the airport they charged us R800!
They managed to fly 11 of us from Cape Town to Victoria Falls minus our luggage which we were only able to retrieve upon our return to Cape Town 4 days later. They were of no help and are unwilling to reimburse for essentials purchased in Zimbabwe in the absence of our luggage.
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