Lost luggage

I am writing to lodge a formal complaint regarding the mishandling of my baggage on my recent journey from Richards Bay to Cape Town via Johannesburg. Upon arrival in Cape Town, my checked bag did not arrive on the conveyor belt. I proceeded to the Airlink luggage enquiries office, where I was informed that my bag was not listed as having been routed to Cape Town and that it would need to be traced. I contacted Airlink the following day and was then advised that the bag had been located and that I could collect it, despite having previously been told that any located baggage would be delivered to me. Also not calling me to inform me that my bag was actually found. Due to the delay and the bag having gone missing in transit, medication that required refrigeration is now unusable, at a cost exceeding R1,300. In addition, food contents (Biltong) in the bag valued at over R500 are now spoiled. There has been no apology or acknowledgment of responsibility from Airlink throughout this process. Another passenger on the same route experienced the same problem, and there were several passengers with missing transfer bags at the counter that evening. This experience has caused significant inconvenience, financial loss, and frustration. I have been a repeat Airlink customer over the past year, but this incident and the lack of accountability have seriously affected my confidence in your airline. I look forward to your prompt response and resolution to this matter.

Booking Reference ZID54D / Ticket Number *** & *** Flight Date 03/01/2026 and Flight Numbers 4Z884 & 4Z931