Disengaged customer service

I lost my ID on a recent Airlink flight. I emailed their customer care on 13th November with all the details and I have yet to receive a response. Then when I flew back I went to the sales desk at Cape Town airport to check if it had been found. The service agent was great and made a phone call and found out that it was on an employees desk at the Airlink lost baggage office. Fortunately I got it back but I am super disappointed that Airlink knew which flight it was lost on, had all my details but did not bother to phone me to let me know they had it. This simple gesture would have saved me a high degree of stress and been a great win for them. If I did not go back to CT airport it would still be on the agent's desk and I would be standing in a long queue at Home Affairs. I fly often on Airlink and usually have no qualms but this poor customer service is very disappointing.