A
Airlink
Unclaimed Business
A
Airlink
Unclaimed Business
102 Reviews (last 12 months)
Does not respond to reviews
AI Review Summary
Based on recent customer reviews, Airlink faces severe and systemic criticism across nearly every dimension of the customer experience. Recurring complaints centre on punitive refund and cancellation policies, chronic luggage mishandling, flight delays and cancellations with minimal support, poor communication during disruptions, and frontline staff frequently described as rude or unhelpful. A small number of reviews praise individual staff members for exceptional care, but these are heavily outweighed by negative experiences.
Top Strengths:
- •Customer Service & Travel Expertise: A handful of named staff such as Sandra, Shiba, and Aminata receive glowing praise for going above and beyond, demonstrating patience and professionalism. Special assistance for wheelchair passengers is occasionally praised.
Service Quality Ratings
MetricScoreIndustry AvgBest in Class
Performance(last 12 months):
TrustIndex
0
Score
Ranking
#2
in Airlines
NPS Score
-59
Recommended: Unlikely
Review Distribution
1.5|102 Reviews
May '25 - Apr '26
5(10.6%)
4(0%)
3(1.1%)
2(5.3%)
1(83%)
5(10.6%)
4(0%)
3(1.1%)
2(5.3%)
1(83%)
Recent reviews (102)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperiencePopular mentions
DV
Deon V
1 reviews | Active since Jan 2020
12 Mar 2026, 10:12
Complaint
On 6 March 2026 around 11:00 am, I checked in my luggage via Airlink at the Richards Bay Airport. My checked luggage was within the required limit, and I had one carry on backpack under 5kg. The scheduled flight was with Airlink from Richards Bay to Johannesburg, and then a connecting flight with Airlink from Johannesburg to Kimberley. I live 160km from Kimberley airport. I distinctively told the lady (twice) doing the check in at Richards Bay airport, to ensure to have my luggage directly transferred from Richards Bay via Johannesburg to Kimberley with Airlink to avoid having to pick up and re check in my luggage at Johannesburg airport. She told me to rest assured, that this is exactly what she would arrange, and that I will be able to pick up my luggage at the Kimberley airport as requested. There was a major delay for takeoff in Richards Bay, approximately an hour and a half. I had to rush at Johannesburg airport to make the boarding time, yet another lengthy delay in Johannesburg by Airlink as well. When we finally landed in Kimberley, I went to the carousel to pick up my luggage, as I was in a hurry to drive the 160km back home from Kimberley, aware that my daughter was home alone, and our arrangements already made. My wife already bought pizza to take home as supper that evening. I was standing near the entrance of the carousel, and was shocked in how rough and carelessly the staff throw the luggage onto the conveyor to the carousel. This explained how the wheel on my suitcase got broken off on a previous occasion, also using Airlink. I bought a new wheel, and secured it tightly using a metal plate and pop rivets. (The new wheel was properly secured when I checked in my luggage in Richards Bay on 6 March 2026). I was shocked that my luggage was not on the carousel at Kimberley airport. When I went to enquire, the lady at Kimberley airport told me that the plane was too heavy, and that my luggage was removed from the flight. I asked her why passengers are not informed of this and she said it is to ensure they have a pleasant flight? She also informed me that she couldn’t find my luggage on the system for the connecting flight as arranged from Richards Bay? My luggage was supposed to have a clear tag fastened in Richards Bay, which identifies it for its flight route and ensures that it is traceable to my name? It was clear that no one knew where my luggage ended up, apart from that I always put red and white barrier tape around my suitcase, so I can easily identify my own suitcase on a carousel. She said that she will immediately arrange for my luggage on the next available flight to Kimberley, and that I would be able to collect my luggage from Kimberley airport around 10:30 the following day 7 March. She also said that she would try her best to arrange with Cemair to fly my luggage, if they would be willing to. I was forced to arrange to sleep over at Horseshoe Inn, Kimberley. I paid R873 for the accommodation plus food of R248. Once booked in, I was phoned by Alet Botha, an agent from Airlink informing me that my luggage would be in Kimberley around 10:30 the next day, confirming the same as the lady told me at Kimberley airport. The next morning on 7 March, I was phoned again by Alet Botha, and she said that my luggage was again not included in the Airlink flight due to their plane being too heavy, again? I was highly upset, due to that my luggage was already late, and supposed to be high priority. Why was my luggage among the luggage removed from the plane again? Twice? The lady said that my luggage will arrive in Kimberley late that afternoon only, due to it not being included on the previous flight as anticipated and “arranged”. I also noticed that when using Airlink, there is no control in the amount of carry-on luggage each passenger takes on the plane. This has come under my attention quite often, as there is no space available in the overhead stowage on the plane, as passengers behind and in front of you fill their own, and the stowage space directly above you also. I have had to place my own carry-on bag under the seat in front of me on several occasions on Airlink flights. This is more than likely the main reason the Airlink planes are too heavy. Incompetence and a lack of control, as long as the flight tickets are paid and all the seats are filled! As a last resort, I arranged with the lady at Kimberley airport to have my luggage transported via vehicle, and to meet their driver at the garage. I finally received my luggage late afternoon on Sunday, 8 March! I flew with Airlink on 6 March, and only had personal possession of my luggage on 8 March 17:25. To add to my unpleasant experience, when handed my luggage from the vehicle, I noticed that the wheel on my suitcase had been broken off again! The driver said he would file a damage report. Since when do Airlink simply remove checked luggage as they please, without informing the passengers? What if a passenger had packed important medication inside their luggage? Or their passport for an international flight? Omitting the situation of luggage issues to the passenger does not justify the major inconvenience, stress and financial losses the passenger incurs after being unpleasantly surprised after landing! And then having to deal with unplanned alternative arrangements and forced options that have to be taken abruptly thereafter? This is highly unprofessional from a flight service that is supposed to be competitive! I expect no less from Airlink management to fully reimburse me for all the losses and inconveniences I have experienced. Kind regards, Mr. Deon Vorster
Helpful (0)
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Deon V
1 reviews | Active since Jan 2020
12 Mar 2026, 10:12
Complaint
On 6 March 2026 around 11:00 am, I checked in my luggage via Airlink at the Richards Bay Airport. My checked luggage was within the required limit, and I had one carry on backpack under 5kg. The scheduled flight was with Airlink from Richards Bay to Johannesburg, and then a connecting flight with Airlink from Johannesburg to Kimberley. I live 160km from Kimberley airport. I distinctively told the lady (twice) doing the check in at Richards Bay airport, to ensure to have my luggage directly transferred from Richards Bay via Johannesburg to Kimberley with Airlink to avoid having to pick up and re check in my luggage at Johannesburg airport. She told me to rest assured, that this is exactly what she would arrange, and that I will be able to pick up my luggage at the Kimberley airport as requested. There was a major delay for takeoff in Richards Bay, approximately an hour and a half. I had to rush at Johannesburg airport to make the boarding time, yet another lengthy delay in Johannesburg by Airlink as well. When we finally landed in Kimberley, I went to the carousel to pick up my luggage, as I was in a hurry to drive the 160km back home from Kimberley, aware that my daughter was home alone, and our arrangements already made. My wife already bought pizza to take home as supper that evening. I was standing near the entrance of the carousel, and was shocked in how rough and carelessly the staff throw the luggage onto the conveyor to the carousel. This explained how the wheel on my suitcase got broken off on a previous occasion, also using Airlink. I bought a new wheel, and secured it tightly using a metal plate and pop rivets. (The new wheel was properly secured when I checked in my luggage in Richards Bay on 6 March 2026). I was shocked that my luggage was not on the carousel at Kimberley airport. When I went to enquire, the lady at Kimberley airport told me that the plane was too heavy, and that my luggage was removed from the flight. I asked her why passengers are not informed of this and she said it is to ensure they have a pleasant flight? She also informed me that she couldn’t find my luggage on the system for the connecting flight as arranged from Richards Bay? My luggage was supposed to have a clear tag fastened in Richards Bay, which identifies it for its flight route and ensures that it is traceable to my name? It was clear that no one knew where my luggage ended up, apart from that I always put red and white barrier tape around my suitcase, so I can easily identify my own suitcase on a carousel. She said that she will immediately arrange for my luggage on the next available flight to Kimberley, and that I would be able to collect my luggage from Kimberley airport around 10:30 the following day 7 March. She also said that she would try her best to arrange with Cemair to fly my luggage, if they would be willing to. I was forced to arrange to sleep over at Horseshoe Inn, Kimberley. I paid R873 for the accommodation plus food of R248. Once booked in, I was phoned by Alet Botha, an agent from Airlink informing me that my luggage would be in Kimberley around 10:30 the next day, confirming the same as the lady told me at Kimberley airport. The next morning on 7 March, I was phoned again by Alet Botha, and she said that my luggage was again not included in the Airlink flight due to their plane being too heavy, again? I was highly upset, due to that my luggage was already late, and supposed to be high priority. Why was my luggage among the luggage removed from the plane again? Twice? The lady said that my luggage will arrive in Kimberley late that afternoon only, due to it not being included on the previous flight as anticipated and “arranged”. I also noticed that when using Airlink, there is no control in the amount of carry-on luggage each passenger takes on the plane. This has come under my attention quite often, as there is no space available in the overhead stowage on the plane, as passengers behind and in front of you fill their own, and the stowage space directly above you also. I have had to place my own carry-on bag under the seat in front of me on several occasions on Airlink flights. This is more than likely the main reason the Airlink planes are too heavy. Incompetence and a lack of control, as long as the flight tickets are paid and all the seats are filled! As a last resort, I arranged with the lady at Kimberley airport to have my luggage transported via vehicle, and to meet their driver at the garage. I finally received my luggage late afternoon on Sunday, 8 March! I flew with Airlink on 6 March, and only had personal possession of my luggage on 8 March 17:25. To add to my unpleasant experience, when handed my luggage from the vehicle, I noticed that the wheel on my suitcase had been broken off again! The driver said he would file a damage report. Since when do Airlink simply remove checked luggage as they please, without informing the passengers? What if a passenger had packed important medication inside their luggage? Or their passport for an international flight? Omitting the situation of luggage issues to the passenger does not justify the major inconvenience, stress and financial losses the passenger incurs after being unpleasantly surprised after landing! And then having to deal with unplanned alternative arrangements and forced options that have to be taken abruptly thereafter? This is highly unprofessional from a flight service that is supposed to be competitive! I expect no less from Airlink management to fully reimburse me for all the losses and inconveniences I have experienced. Kind regards, Mr. Deon Vorster
0
Replies (0)BF
Burnadette F
1 reviews | Active since Jan 2020
5 Mar 2026, 14:15
Airlink don't give refunds
I have booked a ticket with Airlink in advance from Cpt to Bfn. In the mean time, I am planning to move back to Bfn end of March so will no longer use the ticket and return ticket. I phoned Airlink to enquire about a refund. I have paid R2600+. Now I can only get a refund of R300? It is daylight *******! If I sell my ticket, for every change on the ticket I have to pay R700, ending up not getting anything back either. The request for refund is well in advance of the end of the month, but no - they choose to do business like this
Helpful (0)
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Burnadette F
1 reviews | Active since Jan 2020
5 Mar 2026, 14:15
Airlink don't give refunds
I have booked a ticket with Airlink in advance from Cpt to Bfn. In the mean time, I am planning to move back to Bfn end of March so will no longer use the ticket and return ticket. I phoned Airlink to enquire about a refund. I have paid R2600+. Now I can only get a refund of R300? It is daylight *******! If I sell my ticket, for every change on the ticket I have to pay R700, ending up not getting anything back either. The request for refund is well in advance of the end of the month, but no - they choose to do business like this
0
Replies (0)AC
Antonia C
1 reviews | Active since Jan 2020
4 Mar 2026, 12:21
SA Airlink sucks
terrible service from these people booked a flight with insurance so i could be refunded in case it changed turns out they dont refund at all insurance refunded me R150 in lieu of the R900 that i initially paid told them to place my booking on hold booking has now expired and no one informed me that booking was gonna expire - will never book with them money hungry freaks
Helpful (0)
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Antonia C
1 reviews | Active since Jan 2020
4 Mar 2026, 12:21
SA Airlink sucks
terrible service from these people booked a flight with insurance so i could be refunded in case it changed turns out they dont refund at all insurance refunded me R150 in lieu of the R900 that i initially paid told them to place my booking on hold booking has now expired and no one informed me that booking was gonna expire - will never book with them money hungry freaks
0
Replies (0)ER
Ettienne R
1 reviews | Active since Jan 2020
28 Feb 2026, 08:31
Dissatisfaction with airlink service
I had to fly to Mozambique business on flight number 4Z207 from Johannesburg to Maputo i went through customs and got on the transit bus to the plain when we disembarked at the aeroplane everyone got out my self included I walked away from everyone about 15 meters from everyone and lit a cigarette the ground staff motioned to me to put it out witch i did immediately as I got to the door of the plane then the airhostes stopped me from entering the plain and said that the captain had denied me access to the plain as he saw me lighting a cigarette next to the bus but as I said I put it out immediately but he still denied me access to the plain n then he proceeded to call the police even the ground staff couldn't believe what he did then the ground staff took me to arrivals to stamp my passport back in.the ground staff helped me to go back to customer service to try and get a ticket later in the day,but the airline said I can not get a refund because my plain has left with is completely unacceptable and when I wanted to purchase another ticket for later the same day they refused and I had to purchase a ticket for the next day how ever ,I feel that they have ******** took 3000rand plus from me and made me pay for another ticket to Mozambique the next day regards ettienne rothner
Helpful (0)
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Ettienne R
1 reviews | Active since Jan 2020
28 Feb 2026, 08:31
Dissatisfaction with airlink service
I had to fly to Mozambique business on flight number 4Z207 from Johannesburg to Maputo i went through customs and got on the transit bus to the plain when we disembarked at the aeroplane everyone got out my self included I walked away from everyone about 15 meters from everyone and lit a cigarette the ground staff motioned to me to put it out witch i did immediately as I got to the door of the plane then the airhostes stopped me from entering the plain and said that the captain had denied me access to the plain as he saw me lighting a cigarette next to the bus but as I said I put it out immediately but he still denied me access to the plain n then he proceeded to call the police even the ground staff couldn't believe what he did then the ground staff took me to arrivals to stamp my passport back in.the ground staff helped me to go back to customer service to try and get a ticket later in the day,but the airline said I can not get a refund because my plain has left with is completely unacceptable and when I wanted to purchase another ticket for later the same day they refused and I had to purchase a ticket for the next day how ever ,I feel that they have ******** took 3000rand plus from me and made me pay for another ticket to Mozambique the next day regards ettienne rothner
0
Replies (0)AF
Aobakoe F
1 reviews | Active since Jan 2020
26 Feb 2026, 13:06
Flight from CPT to BFN
To whom it may concern It is very disheartening with the service that we as patrons got from the crew. Flight A4Z606 was first delayed due to unforeseen circumstances. Which I completely understood. However, the reception that we as patrons got when we requested answers as to when will be leaving, was very vague. Certain information withheld from us. Events leading to the dissatisfaction. We boarded the bus at 19H00 to take us to board the plane, when we were told that the Plane has been cancelled, because Bloemfontein airport cannot welcome us as they closing at 20H00. I personal understood that, we were very unfortunate, however, the clarity that we needed as to when we will be flying was given to us at 21H30. To our surprise, we got a plane for the 25th of February 2026 at 16H20. The question I posed to the manager at the Airport at Airlink, said that there was nothing that they can do to help us find alternative planes of even book us in for accommodation. Furthermore, I requested for a refund, I was told that refunds take at least eight weeks if one is lucky enough. What baffled me the most was that despite our numerous attempts to get clarity people just kept asking us to be patient they will revert back soonest. There were close to ten elderly patron, some of which were seated in wheels chairs trying to get feedback also. but to no avail. What pains me the most about events leading to this is that Airlink failed to protect us as their clients. I am a very unhappy patron. Service delivery on the side of Airlink was very poor. Alot of the passageners cancelled thier tickets and were forced to take other planes. The least the company could have come the alternatives to help us as passengers Kindest Regards
Helpful (0)
|Replies (0)AF
Aobakoe F
1 reviews | Active since Jan 2020
26 Feb 2026, 13:06
Flight from CPT to BFN
To whom it may concern It is very disheartening with the service that we as patrons got from the crew. Flight A4Z606 was first delayed due to unforeseen circumstances. Which I completely understood. However, the reception that we as patrons got when we requested answers as to when will be leaving, was very vague. Certain information withheld from us. Events leading to the dissatisfaction. We boarded the bus at 19H00 to take us to board the plane, when we were told that the Plane has been cancelled, because Bloemfontein airport cannot welcome us as they closing at 20H00. I personal understood that, we were very unfortunate, however, the clarity that we needed as to when we will be flying was given to us at 21H30. To our surprise, we got a plane for the 25th of February 2026 at 16H20. The question I posed to the manager at the Airport at Airlink, said that there was nothing that they can do to help us find alternative planes of even book us in for accommodation. Furthermore, I requested for a refund, I was told that refunds take at least eight weeks if one is lucky enough. What baffled me the most was that despite our numerous attempts to get clarity people just kept asking us to be patient they will revert back soonest. There were close to ten elderly patron, some of which were seated in wheels chairs trying to get feedback also. but to no avail. What pains me the most about events leading to this is that Airlink failed to protect us as their clients. I am a very unhappy patron. Service delivery on the side of Airlink was very poor. Alot of the passageners cancelled thier tickets and were forced to take other planes. The least the company could have come the alternatives to help us as passengers Kindest Regards
0
Replies (0)SM
Suritha M
1 reviews | Active since Jan 2020
26 Feb 2026, 04:45
Airlink Black Friday Sale **** - Fare Rules don't apply
I bought 2 Economy Elegant Sunbird (Flexible) tickets for my elderly parents during the Black Friday Sale. I presumed the policy with regards to changing the dates for this type of ticket would still be the same even if it's a ticket bought on the Black Friday Sale. After all there was no mention anywhere that the Conditions of Carriage or Fare Rules are different for Black Friday Sale tickets. I tried to make these changes today and it will cost me > R 2400/ ticket (± R 4800) extra to change it to my desired dates, effectively cancelling the alleged Black Friday saving. I can buy the same tickets on the same Fare Type for ± R1000 less (total) today. The only reason I bought tickets for my elderly parents on the Black Friday Sale was because they were the flexible type of tickets. I can buy the Plain Sunbird tickets for approximately the same price today, than the Black Friday tickets. Cancelling the tickets, getting a refund and rebooking will save me ± R 4000. Of course, I am now going to look for a different airline to rebook the tickets. Despite being a Skybucks member and long-term loyal Airlink customer. In short. The Black Friday Sale is a total **** if you try and change your dates on a flexible type of fare.
Helpful (0)
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Suritha M
1 reviews | Active since Jan 2020
26 Feb 2026, 04:45
Airlink Black Friday Sale **** - Fare Rules don't apply
I bought 2 Economy Elegant Sunbird (Flexible) tickets for my elderly parents during the Black Friday Sale. I presumed the policy with regards to changing the dates for this type of ticket would still be the same even if it's a ticket bought on the Black Friday Sale. After all there was no mention anywhere that the Conditions of Carriage or Fare Rules are different for Black Friday Sale tickets. I tried to make these changes today and it will cost me > R 2400/ ticket (± R 4800) extra to change it to my desired dates, effectively cancelling the alleged Black Friday saving. I can buy the same tickets on the same Fare Type for ± R1000 less (total) today. The only reason I bought tickets for my elderly parents on the Black Friday Sale was because they were the flexible type of tickets. I can buy the Plain Sunbird tickets for approximately the same price today, than the Black Friday tickets. Cancelling the tickets, getting a refund and rebooking will save me ± R 4000. Of course, I am now going to look for a different airline to rebook the tickets. Despite being a Skybucks member and long-term loyal Airlink customer. In short. The Black Friday Sale is a total **** if you try and change your dates on a flexible type of fare.
0
Replies (0)SM
Silindokuhle M
1 reviews | Active since Jan 2020
23 Feb 2026, 13:28
****my Additional Fee
Truly disappointing experience, where my surname was written twice on a ticket and I had to pay an additional R690 to get that updated just before boarding the plane.
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Silindokuhle M
1 reviews | Active since Jan 2020
23 Feb 2026, 13:28
****my Additional Fee
Truly disappointing experience, where my surname was written twice on a ticket and I had to pay an additional R690 to get that updated just before boarding the plane.
0
Replies (0)CL
Charl L
1 reviews | Active since Jan 2020
22 Feb 2026, 11:21
Airlink left all passengers without their luggage on an international flight.
My family traveled to Mozambique on Airlink. On arrival the passengers were informed that their baggage was left behind in JNB. The Captain, made NO effort to inform the passengers. My one family member has critical medication in her luggage that is now only arriving on Tuesday. The arrival date was Saturday ! Airlink trades money for baggage due to aircraft weight restrictions. Instead of taking less passengers, baggage gets left behind. Unacceptable and bad command style from the Caltain and Airlink !!
Helpful (0)
|Replies (0)CL
Charl L
1 reviews | Active since Jan 2020
22 Feb 2026, 11:21
Airlink left all passengers without their luggage on an international flight.
My family traveled to Mozambique on Airlink. On arrival the passengers were informed that their baggage was left behind in JNB. The Captain, made NO effort to inform the passengers. My one family member has critical medication in her luggage that is now only arriving on Tuesday. The arrival date was Saturday ! Airlink trades money for baggage due to aircraft weight restrictions. Instead of taking less passengers, baggage gets left behind. Unacceptable and bad command style from the Caltain and Airlink !!
0
Replies (0)