My mom passed on and airline unable to assist me as their RULES are more important than customer service

This airline actually does not deserve a star at all but unfortunately this option is not available. On 8 Feb 2022 I booked a return flight from Kimberley to Jhb for my family and I. Sadly my mom had passed away the day before and in the grief and chaos of everything happening, I mistakenly booked the flight for 9 March and not 9 February. We only realized this once we arrived at the airport. Airlink unfortunately could not assist us as there were no flight available in order for us to arrive in time at our destination.

I booked our tickets through Flight Network. (I will shortly write a review on them too). After being on the line for 28 minutes with Flight Network, I am being told that Airlink does not refund tickets and even worse than that I am required to re-book for the same passengers and the same destination.

I would never book a flight between Kimberley and Johannesburg as all flights to or from Kimberley is exorbitantly priced. The only reason I was forced to book a flight was because my mom had passed on.

In a time like this I now still have to struggle with not only the airline but also Flight Network. I have tried contacting the airline directly too, with no luck.

I completely understand that there are rules but for every rule there should also be an exception - it is not everyday that you lose your mother. Your mission statement claims that your airline is driven by the needs and feelings of your passengers, I am yet to experience that.

Extremely dissappointed in Airlink. If your rules are this strict and stringent and there is no room to understand and have empathy for a customer then I will endeavour to never book a flight with your airline and also let me people know about my experience. I would never want anyone to go through what I am especially in a time of mourning.