The customer assistance at Airlink was abysmal. Each agent I dealt with for a wheel chair assistance request added more paperwork requests, Eventually the request was approved (see the history below) and then on the day of the flight there was no record on my reservation that there was to be a wheelchair. The check in clerk and, later, gate agent located wheelchairs but it was a total "ball drop" by the several customer assistance agents I interacted with before my flight.
I needed wheelchair assistance for my flight as I was recovering from surgery. For my outbound flight this was accomplished with a simple email exchange.
For the return flight I replied to the original email chain and expected a similar approval. Instead I was given two forms to complete, scan and return before the request would be considered. They were a liability release and a multi page form explaining my needs. Had I know this I would have completed the forms before departing where I had access to a scanner. However, I was able to print and return the forms.
What followed was a lengthy email chain from Airlink, requesting changes to the forms and those were later sent. It was then followed by another request for letter from my doctor. I had to call her and she had to write and scan a letter at her end that I could then forward to Airlink. Only then was the request approved for one leg of the flight.
I had to have another email exchange requesting the wheelchair assistance for my 2nd leg of the flight.
On the day of the flight there was no record of the request or approval associated with my reservation - even though I had an approval email and it was done within the 72 hour window required by Airlink. The check in counter was able to locate a wheel chair. Then on my connecting flight there was also no wheel chair associated with my reservation and the gate agent had to leave his post to obtain one.
On complaining the email was forwarded to a Customer Complaint department. They promised to look into the matter. It's now been over two weeks without any additional communication.