Refund request

Dear Sir/Madam,

I am writing to formally lodge a complaint regarding the unacceptable service I experienced on 29-11-2025 Airlink which resulted in me being denied boarding for my scheduled flight and being unfairly charged for a new ticket.

I arrived at the airport 2 hours before departure, completed check-in, and followed all instructions provided. I was informed that boarding would be at 09:55. However, security queues were extremely slow due to understaffing and congestion. Despite this, I reached the security point at 10:12, only to be refused passage by a staff member who stated we would not be allowed through to catch our flight.

I was then told that the next available flight was at 15:00 but that I would need to pay R3,500 per person, which is unreasonable considering the delay was caused by airport security operations — something completely outside my control. I was also advised to speak to the Security Supervisor, who dismissed my concern by saying that it was “festive time” and they were “too busy.” This response was unprofessional and unacceptable.

I followed all rules, arrived within the recommended time, and did everything required from my side. The denial of boarding was not due to any fault of mine, and therefore I am requesting a full refund for my original ticket, as well as a review of the additional charges that were unfairly imposed.

I expect a prompt response and resolution to this matter.

Kind regards, Lerato Mo***eng 8BDNAE ***