Airlink is bound by the provisions of the Consumer Protection Act, 68 of 2008. For a copy of the Act click here (pdf).
The South African airline industry is in the process of drafting an Industry Code of Conduct for the Consumer Protection Act. The Code is currently being considered by the relevant industry bodies in consultation with the Department of Trade and Industry and will be published on this website on completion.
Airlink manages an internal complaints resolution system through which we endeavour to reply to our passengers’ complaints and / or concerns within five (5) business days and provide a substantive response within 28 days.
HOW TO RESOLVE YOUR COMPLAINT
1. Contact Your Independent Travel Agent
In the event that you have made a reservation on an Airlink flight through an independent travel agent, please contact the agent first. Please remember to have all relevant documentation in support of your claim available;
2. Contact Airlink Customer Care
In the event that you wish to raise a complaint directly with Airlink or are not satisfied with the advice provided by an independent travel agent please contact the Airlink Customer Care Centre at:
Tel:+27 11 451 7300
or submit your claim in writing, together with supporting documentation to the following e-mail address:
or alternatively use our feedback form to submit you complaint.
3. Contact the Consumer Protection Commissioner
Should your complaint not be resolved to your satisfaction or we have failed to respond to your complaint in a timeous manner, please submit your complaint to the Consumer Protection Commissioner.