MISSTREATED MINORS TERMINAL A OR Tambo

I am writing to formally raise a complaint regarding the handling of my minor brothers, who were travelling as unaccompanied minors under the care of your airline at the airport, Zambia Airways. The lady was at the counters at Terminal A under COLOSSAL AVIAPARTNER, Flight ZN305 9n Monday 5 January, departing Johannesburg to Lusaka.

We arrived at the airport at 08:00, well in advance of the scheduled 10:15 departure, specifically to ensure that all procedures for unaccompanied minors were completed smoothly and without stress. The check-in process was completed early as advised.

After check-in, I informed one of the male staff members at the counter that the children needed to eat. I was instructed, in a rude and dismissive manner, that whatever we chose to do, we must ensure we returned before 09:00. In response, I rushed the children to get food and ensured we returned before 09:00, prioritising compliance with staff instructions.

Upon returning before 09:00, we were then told that we were “too early” and that the children would only be collected at 09:15. We waited as instructed and returned again at 09:15, only to be told to wait yet again without any clear communication or explanation.

Ultimately, the children were only collected at approximately 09:47, less than 30 minutes before departure. Given the size of the airport and the distance between the check-in counters and the boarding gates, this resulted in the children being rushed to the gate while carrying heavy bags. They were not given adequate time to use the bathroom, collect water, or move calmly if they needed to, while under the supervision of a staff member, accompanying them, Qini Mavundla( I was given this name by the man at the airline controller counter), who had already demonstrated a lack of patience, empathy, and professionalism.

I would like to emphasise that my concern is not whether the children eventually reached the boarding gate. The issue is the manner in which they were handled, the lack of coordination, the conflicting instructions, and the absence of care and consideration for their physical and emotional wellbeing.

When parents or guardians declare children as unaccompanied minors, the expectation is that the airline assumes full responsibility for their care from check-in through to boarding. This includes clear communication, reasonable timing, and staff who are equipped to work with children respectfully and compassionately.

The behaviour displayed by Qini Mavundla, as well as the conduct of other staff involved, raises serious concerns about suitability to work with unaccompanied minors under Zambian airways.

While staff may not be contractually obliged to carry luggage, they are entrusted with the care of children, which requires patience, professionalism, and a basic standard of human decency.

I trust that this matter will be investigated thoroughly and that corrective action will be taken to ensure that no other children are subjected to a similar experience.

Need I say that when they were leaving Zambia they did not experience any of this. They were assisted to carry their bags.