Complaint Regarding Mishandled Luggage and Poor Customer Service

I am writing to formally express my dissatisfaction with the handling of my luggage and the poor customer service I experienced during my recent trip.

On 6 July 2025, I traveled from Port Elizabeth to Durban. Upon arrival, I discovered that my luggage had not arrived. I, along with other passengers, was informed that our bags had been left behind in Port Elizabeth due to a luggage overload. We were assured that our bags would be delivered the following morning.

Unfortunately, this did not happen. I had to purchase clothing to wear to work the next day and was unable to attend the gym due to the lack of my belongings. Despite waiting patiently, I received no communication from Airlink regarding the status of my luggage. I eventually called to follow up and was transferred between multiple staff members. When I requested to speak with a manager, I was told to email customer services instead.

This experience has been extremely unpleasant and humiliating. It felt as though I was ****** of a positive travel experience, as well as my time and money. I expected better service and accountability from Airlink.

I hope as they have promised, they will keep their word and compensate for the inconvenience and expenses incurred.