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