disgusted in AirLink service

From: ********** ********** Sent: Tuesday, 25 December 2018 8:56 AM To: Customer Care Cc: ********** Subject: Fwd: Case:199- VERY VERY DISGUSTED

Begin forwarded message: From: ********** ********** Subject: Case:199- VERY VERY DISGUSTED Date: 24 December 2018 at 19:57:43 SAST To: ********** I am writing this after so much disbelieve of the ground staff at OR Tambo. I was on a flight, SA8053 from Maseru the 24th December to Johannesburg. I accidentally left my phones in the pouch pocket. We were sitting on 4A and 4C…. WITHIN 3 mins, just after passing passport control, I asked them to go back (which I am assuming - for whatever regulations; people are not allowed to go back out). The aircraft was already closed, no cleaner nor engineer on site as, they left with our bus!! So I knew the sooner this was attended to, the better. Was told to go to Lost luggage counter and spoke to Amanda who asked someone to go check. That person took a good hour to come back to us and told us they were not there (Chantelle Howell) is her name, I believe; Amanda then asked Tebatso Mengome to please go and check. Tebatso said the aircraft was not at the bay anymore. When I asked where to from here or what to do, she said “I honestly don’t know”. I don’t even know if it has left or towed. This was certainly over 2hrs now of standing there. There was a nice gentlemen who tried to assist the airline staff from Malawain staff - Sammy. He then advised us to go up to the airline office so that we get accurate information. We got to the AirLink office and was assisted by Rosina; BEARING in mind I disembarked just after 11h50; Rosina then said Is she’ll keep calling me over to admin because the engineers where to sort it out. She also IMMERDIATELY saw that the aircraft was on on schedule and had left and was not planned to leave. Now the comfort was that, it has not left so - a PRINCIPLED Air Link staff will find It and send it.. She agreed she’ll open a case and keep trying them/ Just after 4pm!!!!! I decided to go back to the office; She only then opened the file; she only called them them for the She then called the engineers, I and promised not to leave until I get them. She came and said, they had note mind our I am so disappointed that I was told, it was towed so should be there; 2. The also good stiuff (not even other passenger’s didn’t;t see it as we all left same time!!!!) I need someone to find those work phones!!!! It’s impossible that it was takene veryone else, The palace was towed away, two rest it -where would they bee?

I have never thought anyone is capable of comfortsblh desk do. Looking to your urgent response`! Regards Mandisa Baqwa- Nzimande Managing Director

I then got this response;

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Dear Mandisa Baqwa- Nzimande, Thank you kindly for your email and for taking the time to write to us. I acknowledge receipt of your email and am currently investigating your query. Once I have obtained the required feedback, I will contact you immediately. In the meantime, please do not hesitate to contact me for any assistance. Kind regards,

Nonhlanhla Hlanguza Customer Care Agent Tel: +27 11 ********** Mobile: Department: Marketing Company: SA Airlink (Pty) Ltd Website: www.flyairlink.com ********** ********** 2825.png ********** ********** 3025.png siucgqwhgqw

Good day Nonhlanhla

What’s the update? I keep getting notification that it’s here in S.A. and was switched on?

Regards Mandisa Baqwa- Nzimande Managing Director

I called them today after hearing nothing from them. this is after I got an alert yesterday that my phone is located in South Africa (OR Tambo). they still say, they don't have it. I was talking to Anthea from baggage claim who directed me to lost property, who directed me to the Airline head office and then, BACK to baggage claim.

I am disappointed at how this matter has been handled. I want to know what the compensation plan is asap and if they will ever bother looking for them.

I know for a FACT that flight was towed to park because it was not scheduled to leave and begged them to walk me to the aircraft to look for them myself and they refused. I want my phones because these are business phones!! it is not about the phones but the lack of enthusiasm to assist and the pace!!!!!