Disgraceful service from Airlink

Good Afternoon

My 95-year-old Mom, Sheila Gardner, was on a flight from Cape Town to Port Elizabeth on 18th January, departure time 17h10. I unfortunately don’t have my mom’s ticket anymore, I somehow lost it on my computer, but I am sure you will be able to find all her details on your system.

I booked my mother in early, and I specifically asked the man who came to take her in the wheelchair to please take good care of her, and to make sure she got onto the flight. He promised he would do so.

After he wheeled her away, (she was crying, as she thought that it was maybe the last time she would see me), I left the airport to drive home, I live approximately 40 minutes from the airport.

I had been home for about 40 minutes, when the phone rang, and the lady asked if I was Mrs Sheils Gardner, I told her I was her son, and that my Mom was on a flight to PE, and that I had seen the man wheeling her away from me in her wheelchair. The lady said OK and dropped the phone, offering NO EXPLANATION. I tried calling Airlink at the airport, but no one answered.

I heard from my mom later that night that the man had left her in a room with a few other people, and she sat there for ages and ages, but no one came to fetch her. She is VERY frail, and I find it unthinkable that anyone could treat a frail 95-year-old lady with such disrespect.

They eventually found her, and rushed her to the plane, she was the last person to board, because of incompetence of the staff the flight was delayed by 30 minutes.

NO ONE from Airlink bothered to call me, to keep me updated, and NO ONE apologised for this disgraceful service.

I would please like a full report on what exactly happened, and a written apology. I called the call centre to report this, the lady there also didn’t have the decency to apologise, she just told me the email address I should write to to complain.

I look forward to your reply.

Thanks Roy