Poor Airlink Agent

This is my letter to their customer care, 3 business days ago. No response other than Matshidiso Motsoeneng confirming that the email was received.

Good day

Today was a sad day as we had to greet our overseas family. Add to that a problem with the ticket we needed clearance on. I was confident that the Airlink staff would be able to assist so off to the desk.

First off, it was made clear it was above them, but we had to email. This is a solution, as International flight was in 2 hour's. We asked for superviser to assist, and Siyolise was summoned. She also could not help, but offered some ideas. At this point my daughter was distraught and in tears, and after an hour on phone to different agents we got nowhere fast and was time to check in. I asked Siyolise to please come out and explain to my daughter what she had "accomplished", but she merely stared at me. And repeated, showing her my distraught daughter, saying just the idea of help would be appreciated, but I was accused of shouting at her. At this point my son intervened and Siyolise said to me, because of what my son has said, she refuses to do anything about the matter. We both told her in no uncertain terms that we were bitterly ashamed of our country's attitude toward an international visitor.

What was very strange was.... The luggage was being checked through to Dallas TX, and then stopped? All luggage tags were pulled off and redirected to JHB. One bag already on conveyer belt.....? This really felt as if we were targeted.

And only 4 cases were ticketed, not all 6. We had to help the agent get the correct tags on boarding passes.

When my daughter finally arrived in jhb, the help promised didn’t realise, in fact, no one knew about the issue. It was noted on record by Siyolise that my daughter refused to have her baggage checked through to Heathrow, which was a lie. It was Siyolise that suggested to get luggage in JHB as she could offer assistance (which wasn't done anyway).

Incoming to SA 3 weeks ago, my daughter had to pay for the extra luggage she already paid for in Dallas, TX, never getting a receipt. I would appreciate someone looking into that.

Prior to all the flights, many calls were made to ensure that the extra luggage wasn't billed 2x. Everyone concerned assured us, you pay for your extra luggage when you board 1st flight as American Airlines is in partnership with BA (2nd flight), and BA partner with AIRLINK. But airlink says they're not partner with AA therefore you have to pay again!

Please look into this matter.

Booking ref 3PAW23 SUSAN MICHELLE ROSAMOND and 2 other travelers.

It is our belief that Siyolise sabotaged this whole traumatic event even further.