Independent airline, Airlink, wrote this letter to the trade:
Dear Valued Trade Partner
Airlink would like to apologise for not attending to your enquiry as quickly as we would like to, due to the sudden changes in the travel regulations where we are experiencing high volume cancellations at short notice.
Like yourselves, we understand the frustrations that you are experiencing and we too have found ourselves in a situation where we are unable to cope with the demand for assistance to cancel or change travel arrangements at short notice.
We are doing everything we can to alleviate the congestion in our contact and support departments with the available resources on hand. Our teams are working additional hours to attend to the mass amount of enquiries.
To assist you during this time, please direct your enquiry to the specific contact support department below relating to your enquiry to ensure that your enquiry is attended to timeously. Please could we request that you do not copy in multiple departments as this contributes to the congestion.
- Assistance with ticketing, fares, re-issue, re-route, payment issues, web bookings issues, special requests – email email@example.com (Monday to Monday).
- Assistance with schedule changes on a UN (unabled) or TK (time change) ticket – email 4ZSchedulechanges@flyairlink.com (Monday to Friday).
- Assistance with SSRs and Waitlists – email 4ZRevenuecontrol@flyairlink.com (Monday to Friday)
- Requesting to be offloaded, if customer is going to NOSHOW and booking needs to be cancelled – email 4ZStationsupport@flyairlink.com or go to Manage my Booking on flyairlink.com to cancel the booking.
Should you need to offload a customer after they have checked in, go to ‘Check In’ on flyairlink.com and select ‘cancel check-in’. This must be done one hour before the flight departure time and please ensure that the booking is also cancelled to avoid the customer reflecting as a NOSHOW.
Assistance with refunds, email 4Zbsp@flyairlink.com
Airlink would like to thank you for your support and understanding during these unprecedented times.