2.1.1

Airlink is a privately-owned, BBBEE Level 4 business and regional airline serving a comprehensive network of smaller destinations throughout Southern Africa. We operate independently under our own unique 4Z flight code.

2.1.2

The Airline industry operates in a global environment with specific business processes and procedures which have been developed over the years to enable the industry to operate in a fair and efficient manner while having regards for the various factors and risks unique to the industry. Much of the business processes are captured in regulations, conventions and treaties that govern the industry.

2.1.3

Airlink, as a member of IATA, adheres to all of the international regulations, Conventions and treaties that govern the industry and where applicable to our Passengers, it is captured in this Conditions of Carriage. Airlink reserves the right to change or update its policies, procedures and conditions of carriage without prior notification.

2.2.1

This Conditions of Carriage forms part of the Passenger’s contract of carriage with Airlink and applies to the carriage we provide to the Passenger unless Clause 2.4 (Overriding Law) provides otherwise.

2.2.2

The liability of the Airline in regards to any claim that the Passenger may have against Airlink in regards to Loss or Damage to Baggage is limited to the higher of -

• the sector fare paid by the Passenger for the Ticket; or
• the applicable Convention in terms of any claims related to the loss or damage to Baggage, provided that the Passenger complies in all material respects with the procedures in submitting the claims as provided for in the applicable Convention.

2.2.3

These Conditions of Carriage applies to gratuitous and reduced fare carriage as well, in all material respects.

2.2.4

These Conditions of Carriage apply to all of our business activities, including but not limited to Airlink Charter Agreement Operations and Services incidental thereto.

2.2.5

Should a Passenger want to lodge a formal complaint with the Airlink Customer Care department, the Passenger must contact the Airline in writing within one (1) month from the date of travel or when the incident occurred. Airlink will not be liable should any information not be available to conclude the investigation exceeding the one month claim period.

Complaints and compliments sent via e-mail to: customercare@flyairlink.com

Airlink will acknowledge written travel-related concerns or compliments within five (5) business days of their receipt and our customer care department will send a substantive written response within 60 days of receiving a written complaint.

Please note that we are only able to provide feedback to the passenger concerned or their authorized representative to ensure data privacy compliance.

2.2.6

Passengers booking directly with a Travel Agent or third party, and not booking directly with Airlink, shall be required to contact their Travel Agent for assistance related to the flight booking.

Airlink cannot make passenger suggested changes to a booking done via a third party or Travel Agent such as cancelling the itinerary a week before departure or changing the flight to another date.

Please contact your Travel Agent to make the necessary changes to your itinerary and Airlink E-ticket. The only changes Airlink can make to third party or Travel Agent bookings is when Airlink has an irregular flight operation in the form of a delay relating to the airline’s responsibility done at the airport on the day of operation.

Any changes to your E-ticket made by a third party or Travel Agent may carry a cost in terms of your contract with the third party or Travel Agent. That cost is for your account and is not payable by Airlink nor can it be claimed from Airlink.

2.3.1

Airlink has both Uni-lateral and Bi-lateral Interline E-ticketing agreements with certain airlines worldwide. A single E-ticket will be issued covering all segments of the itinerary operated by different airlines. These E-tickets will be issued on the issuing airline's ticket stock. This type of E-ticket allows for the Checked baggage to be carried through to the final destination with no need to collect and re-check the baggage at the transit airports.

2.3.2

For tickets issued on foreign ticket stock (excluding 749 E-tickets) the passenger will need to contact the original booking agent for assistance for any Irregular flight Operations (IROPs) or Schedule changes.

2.3.3

Interline Baggage Acceptance:

• When Airlink (4Z/749) is the issuing ticket carrier, the Airlink Checked Baggage policy Clause 10 (Baggage) throughout the Passenger’s Interline Itinerary will apply to single contract tickets.
• When a Passenger makes a voluntary itinerary change, the Checked Baggage policy of the new Selected Carrier will apply.
• Each Operating Carrier’s Carry-on baggage allowances and policies will apply to each flight segment in an Interline Itinerary.
• The Airlink Interline excess baggage rates (see table below) for settlement of additional baggage or excess baggage charges for interline itineraries commencing from an Airlink destination airport shall apply to single contract tickets when bags are through checked. The Interline excess baggage rate concept is recommended by the International Air Transport Association (IATA) which permits each interline partner to apply their own excess baggage rates.
   

  Piece Concept on E-Ticket
  I.	Within South Africa - Domestic Travel Only	USD 60 VAT inclusive per piece
  II.	Within Africa - Travel on the continent of Africa including the Indian Ocean Islands and Saint Helena.	USD 100 per piece
  III.	Outside South Africa - Travel to the rest of the World excluding the African continent and surrounding Islands.	USD 200 per piece

  Weight Concept on E-Ticket
  IV.	Within South Africa - Domestic Travel Only	USD 6 VAT inclusive per KG
  V.	Within Africa - Travel on the continent of Africa including the Indian Ocean Islands and Saint Helena.	USD 8 per KG
  VI.	Outside South Africa - Travel to the rest of the World excluding the African continent and surrounding Islands.	USD 9 per KG

• IATA Resolution 780 stipulates the baggage procedures which shall be used for the Interline carriage of passenger’s baggage, where the passenger’s journey on one ticket (including conjunction tickets) involves connecting transportation on two or more flights.
• For flights booked on one ticket, and with airlines with whom Airlink have an interline agreement with, the checked baggage will be checked through to the final destination. If the flights are booked on separate tickets, the passenger will be required to collect their baggage and recheck them in before the connecting flight closes for passenger acceptance. Sufficient connecting time must be adhered to in between the flights for passengers to collect their baggage and check in again at the next airport.
• Passengers connecting between flights may be required to collect and re-check their baggage. This depends on the process at the airport where the connection takes place.
• Baggage will not be checked in the following circumstances:
  • Passengers hold separate E-tickets for the journey in the same booking.
  • There is a break in the journey exceeding 24 hours.
  • The onward flight is not confirmed, or the flight is not open for acceptance.
  • There is no baggage transfer facility at the stopover airport or multi-airport city e.g., arrive at Windhoek Hosea Kutako International and depart from Eros Airport in Namibia.
  • Passenger refuses to pay for additional/excess baggage.
  • Passenger checks in late not allowing enough time to complete check-in formalities associated with through check in.

2.3.4

The Conditions of Carriage of the operating carrier shall apply in all other respects, with the result that, for example, provisions relating to baggage acceptance, check-in and boarding, refusal and limitation of carriage, conduct aboard aircraft, and schedules, delays and cancellation of flights may differ from these Conditions of Carriage and the Airline requests that the Passenger familiarise themselves with the Conditions of Carriage of the operating carrier, where applicable.

2.3.5

Limitation of Liability

Passengers on a journey involving an ultimate destination or a stop in a country other than the country of origin are advised that the provisions of a treaty known as the Warsaw Convention may be applicable to the entire journey, including any portion entirely within the country of origin or destination. For such passengers on a journey to, from, or with an agreed stopping place in the United States of America, the Convention and special contracts of carriage embodied in applicable tariffs provide that the liability of [certain ]* [(name of carrier) and certain other] carriers parties to such special contracts for death of or personal injury to passengers is limited in most cases to proven damages not to exceed US $75,000 per passenger, and that this liability up to such limit shall not depend on negligence on the part of the carrier. For such passengers traveling by a carrier not a party to such special contracts or on a journey not to, from, or having an agreed stopping place in the United States of America, liability of the carrier for death or personal injury to passengers is limited in most cases to approximately US $10,000 or US $20,000.

2.3.5.1

The names of Carriers parties to such special contracts are available at all ticket offices of such carriers and may be examined on request.

2.3.5.2

Additional protection can usually be obtained by purchasing insurance from a private company. Such insurance is not affected by any limitation of the carrier’s liability under the Warsaw Convention or such special contracts of carriage. For further information please consult your airline or insurance company representative.”

2.3.5.3

This Agreement was filed with the Civil Aeronautics Board of the United States. The Board approved it by Order E-23680, adopted May 13, 1966. The Agreement (Agreement 18900) became effective May 16, 1966. On January 1, 1985, this Agreement became the responsibility of the Department of Transportation (DOT) by operation of law.]

2.3.5.4

This Agreement may be signed in any number of counterparts, all of which shall constitute one Agreement. Any Carrier may become a party to this Agreement by signing a counterpart hereof and depositing it with DOT.

2.3.5.5

Any Carrier party hereto may withdraw from this Agreement by giving twelve (12) months’ written notice of withdrawal to DOT and the other Carriers parties to the Agreement.

These Conditions of Carriage are applicable unless they are inconsistent with applicable Law in which event such Law shall prevail.