Airlink misinform their passengers

We made a booking with Airlink for family and friends in November for a family weekend away in February 2026. We realised that the flights was booked for the wrong weekend and tried to change it. I called the call centre myself on Monday 2 February 2026 at 8:03am. The consultant explained to me instead of changing the flights at a huge penalty, we could cancel the flights and keep the funds on credit for a maximum 1 year since the booking was made. I drove to OR Thambo airport on that same day to cancel and rebook. So I cancelled the booking and then only the lady at the counter told me the penalty would still apply. I then instructed he to leave the flights s they were, we will use them and just book other flights as well. She informed me that I could not happen.

I then called the complaints department around mid day to explain. The lady asked for the call information from Monday morning to listed to what was said. I disclosed all the info to her. She later called me back asking me for my call log which I need to send to her. She was going to send me an email to reply on with the call log. She never sent me that mail. I have not heard from them again.