Extremely poor communication and unresolved ticket change despite months of follow-ups

I am submitting this complaint after months of ongoing correspondence with Mary Everts from Airlink regarding a simple ticket change, which has still not been resolved due to poor communication and lack of clear guidance.

The initial request to change the ticket holder was submitted on 24 July 2025. From that date until February 2026, I sent numerous follow-up emails asking for assistance and clear instructions on what was required. At no point during these communications was I informed that the ticket would expire on 16 August 2025 or that expiry would make any future changes impossible.

Instead, I received fragmented responses requesting information that had already been provided (including ID copies attached on 04 February 2026 at 08:08) or asking for clarification that could have been avoided had all requirements been communicated clearly in one email, as repeatedly requested.

Only after months of follow-ups — and with an upcoming flight imminent — was I informed that the tickets had expired and were therefore invalid for future travel, making a name change impossible. This critical information was never communicated timeously, despite my repeated attempts to resolve the matter well in advance.

Had Airlink clearly advised me at any stage that the ticket was nearing expiry or that urgent action was required, this situation could have been avoided entirely. Instead, I was left in a loop of incomplete responses, delays, and ultimately a refusal based on information that was never shared.

This experience reflects extremely poor customer service, lack of accountability, and ineffective internal communication. I formally request that this matter be reviewed by senior management and that Airlink reconsider the handling of this case, as the failure to resolve it was not due to inaction on my part, but rather due to Airlink’s delayed and incomplete communication.

I expect feedback from a senior representative on how this issue will be addressed.