V698T6 Bad customer service

On Monday 6th of December 2021 my son missed his flight at the airpot.

At the time of booking I did not request for special assistance as the online booking process does not allow as with other airlines .This was my first time booking him on Airlink.He is 16yrs old and has flown a number of times as an unaccompanied minor but though as he is fami**** with airpot processes it and is now 16 it would not be an issue for him to get to the boarding gate especially because I could not see a check box whilst doing the booking for special assistance.

However after reconsidering I called on the 3rd of December 2021 to request special assistance but to no avail as there was no answer.I then sent an email using an email address on the voice options on the no that I was calling I sent an email to Airlink to request this service and never got a response.

My son has rare Focal seizures I am saying rare because in the last 2 years he has not had them.

Sunday night we did online check in .The following day we arrived at the airpot to find a long line for baggage check in.We checked his bag in at 5.30am.I then because asked the lady if there is anyone available to walk with him to the boarding gate because we were there and boarding was in 15mins. The lady liased with the lady next to her who agreed tp walk with him as she was going to board for the George flight.She told us to wait on the side and we did.

As we were standing there I noticed my son..the passenger did not look well and as I was investigating we were advised they need to walk to the boarding gates. As he was walking he got weaker and complained of dizziness.I then asked for a few minutes for him to sit down and get water.After a few minutes we were offered the porter service.There was a delay at the security check in and the flight left him.

We went to the Concierge were we were told to buy another ticket or chat to the manager.The Manager was not available at the time and the lady on tHe next booth/counter offered to assist.Little did I know how unsympathetic she would be.My son fell ill at the aiport minutes before boarding and all I was asking was for some sort of assistance with the next booking.All she could tell me is that we did baggage check in at 5:30am and if we were at the airpot 2hrs before that this could have been avoided.She could have not cared less about the fact that more than the delay at security check in we had an unforseen health circumstance just before boarding in full view of many people and some Airlink staff.

I am really dissapointed by the level of insenstivy displayed by the staff.I was not looking for a new ticket but maybe even a difference in fair fee given the fact that we were not late but the unthinkable happened minutes and steps away from the boarding gate.