ComplaintsforTurkish Airlines, Inc.

• Initial Complaint

  07/04/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  In April earlier this year my wife and I flew on Turkish Airlines to ************ ****** via ********. during this time while staying in ************ we had our passports and travel documents stolen. We notified Turkish Airlines and had been told that the return ticket for my wife would be kept on an open status and that she would be allowed to use the ticket to return when she was ready to travel. Once the replacement travel documents were received and my wife was ready to travel we reached out to Turkish Airlines at this time a long complex process commenced with Turkish Airlines giving us the runaround: 1. To begin the phone calls for customer service are in ****** so overseas charges for calling apply.2. The operators will tell you that you have to create a feedback case by going through help pages on the Turkish Airlines website.3. Once a case is created it can take up to 7 days for them to respond.4. In our Case once I finally received a case number I learned through making multiple phone calls that Turkish Airlines had not honored the return travel from ************ returning to the **. Instead despite our doing nothing wrong they imposed a fine on any new reservation we wanted to make. I noticed by going online that a oneway ticket from ****** for a brand new reservation would cost $847.00 with the same airline. For the exact same reservation ticket Turkish Airlines expected me to pay $1,676.00. 5. Any email Turkish Airlines sends has the noreply email address so it is as you would expect another control mechanism to rebuff genuine customer service concern with zero opportunity to reach a senior customer service representative.6. We were the victims of a crime in ****** and we followed all of the instructions Turkish Airlines has imposed and yet they take us for fools. I am shocked because the airline boasts about its rewards and attention to customers yet in our experience nothing could be further from the truth.

  Customer response

  07/29/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Turkish Airlines, Inc. regarding complaint ID ********.
  The attached screenshot was the response from filling out the form on a link on the Turkish Airlines website. The key facts under reservation U12 NAA and their response include the following:

  1. The attached email response is a standardized reply that is designed to mask the critical issue and facts. There was supposed to be a valid full return flight ticket as per the original reservation, when my husband followed up as instructed calling the phone number on the email the customer service rep wanted to charge over $1600.00 for a one way retrun flight. They said that this was including a credit for the original reservation under U12 NAA. How is possible that the airline is going to charge more than $800.00 for a comparible ticket price directly available on there website or third party ticket agent websites.

  2.The email was subject to my husband attempting to resolve Turkish Airlines going back on their original promise of an open ticket. In effect the reality is that when my husband spent almost 30 mins on the phone attempting to deal with Turkish Airlines custmer service reps they expalined that I was being fined in addition to a full cost ticket price and any other charges they wished to impose.

  4. I had been in ****** for a medical procedure and my travel documents were stolen, I notified Turkish Airlines before my return date and they told me that they would keep the return date to an open status and that they would not be imposeing any penalties. Once I had retrived docuemtns to Travel my husband contact Turkish Airlines and it was at this time that they went back on their word

  5. Turkish airlines appears to create a lot of publicity to create this image of sincerity, quality, cutomer service and integrity, in out experince nothing could be further from the truth. If anything it has been a model exercise in how to disregrd completly a genuine emergency, to then go back on their original promise then through phone and email correspondence insult our intelignece.  

  6. Turkish Airlines to date has made no attempt to resolve this issue and has failed to provide even an apology

  
  Sincerely,
  
  ***********************

  
  

• Initial Complaint

  07/03/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Turkish Airlines 186 (June 27, 2024)Confirmation: ******* ****** Expedia itinerary: ************** Turkish Airlines acknowledged its negligence regarding the Internet which was not working on my flight and caused me great inconvenience (as I could not contact my family and friends to alert them that Turkish Airlines flight was 4 hours late). Turkish Airlines failed to acknowledge their plane was 4 hours late to *******, costing me financial opportunities, the cost of another plane ticket from ******* to *******, and forcing me to drive all night from the islands of **** to ******* and take a ferry boat to fulfill a speaking engagement at a church.A pitiful ***** miles credit on the airline is insufficient to reimburse me for the amount of pain, suffering and loss of business opportunities Turkish Airlines caused me.Given the frequency of your flight delays and cancellations at Turkish Airlines (as I spoke to another lady in line who waited 4 hours with me and said 5 of the last 6 flights she took with Turkish Airlines were all equally delayed); I never plan to use your airline again. Thus, ***** miles has no value to **** want a cash refund for the full amount of the air ticket.Thank you.********************** - world traveler, travel writer and consumer advocate

  Customer response

  07/29/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Turkish Airlines, Inc. regarding complaint ID ********.

  Turkish airlines is ignoring my complaint and has embraced poor customer service, repeated flight delays and consumer disregard thereafter as a customary and expected business practice, while claiming to be the airline provider with the most flights worldwide and connecting the world.

  
  Sincerely,
  
  ********************* - world traveler and travel writer 

  
  

• Initial Complaint

  07/01/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Turkish Airlines is an absolute nightmare. I booked a trip months in advance using ************** points, only for them to change half of my flights six months ahead. Fine, things happen. But what they did with my domestic flight in ****** is unforgivable.I had a roundtrip business class ticket to ********** for me and my partner. It was already a tight trip with just two nights. Then, Turkish Airlines moved our departure flight 8 hours later. This would destroy our plans, giving us even less time in ***********Trying to find alternative solutions and doing more searches, I found that my original flight time was still available on Turkish Airlines. I demanded they give me my original time back. After wasting hours on the phone and submitting endless support tickets, they grudgingly let me keep my original departure time. But heres the kicker: as I was celebrating and confirming my tickets, I realized they downgraded my business class ticket to economy without telling me! No notice, no consent nothing.I feel completely scammed. I contacted support again and submitted more tickets, only for them to close them without any explanation. They had the audacity to put me on a different flight with a confirmed ticket and then, when I asked for my original departure time back, they downgraded my ticket without my permission. This is a blatant scam.Do yourself a favor and stay away from Turkish Airlines. They are deceitful and have zero regard for their customers. This experience has been a total disaster.

• Initial Complaint

  06/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Hi This is ***************************, I live in *****, I was going for vacations in May 2024, my flight Turkish Airlines was on May 12, 2024 8:40 pm but it was delayed for 2 hours and later canceled until next and flown at 3 pm on May 13, 2024 and when I reached ******** on May 14, 2024 in the morning and I heard from Turkish Airlines that my Airlines did not board my luggage on same flight which was delayed and canceled, and they said that my luggage will arrive from next flight (DFW to IST) and it will be arrived at 6pm ******** TIME but I had a flight to ****** at 8:20 pm from different airport of ******** and my second my luggage was delayed more than 48 hours, Flight was delayed more than 12 hours and luggage was delayed more than 48 hours, technically Turkish should reimburse entire fare because I had medicines and other useful things in my luggage which was not allowed in my carry-on. I am disabled and they have provided vouchers but when I and my sister got a number, they have ran-out vouchers, I had no clothes in ******, medicines, and other useful things which was already in my luggage and they lied to us that luggage will be arrived on time but did not arrive on time in ********, this Airline gave us headache, I need from Turkish Airline to reimburse entire trip because they have have broken my luggage when it arrived in ****** and stain marks on bags.. I need full or half my fare refund at all. Thanks

  Customer response

  07/26/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Turkish Airlines, Inc. regarding complaint ID ********.
  
  Sincerely,
  
  ***************************
  

• Initial Complaint

  06/28/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I had to pay an extra $3500 in plane tickets at out layover in ******** to dubia where not giving any information by their customer service agent at airport when we tried to get information to know where to go. They dats wait an hour. We waited 30imd then looked at the board to see if any updates had been added and they were on last board. They didnt give any intercom info either

• Initial Complaint

  06/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I bought a round trip ticket for my 17-year old son, from *********** to *****, *******, with a 1 stop to ********, ******. Trip was June 15, 2024 to June, 29, 2024. No major issue with the first part of the trip, except that when they arrived in ********, plane was excessively late and the children were rushed to board the second flight to *****. Upon checking on my sons return flight, I found out the airline issued him a reservation from ***** to ******** only. They canceled the reservation from ******** to ***. When I called to enquire about the issue, they alleged that my son and his siblings were a no-show for ******** to *****, therefore cancelling all 4 reservations, and asking for an extra fee of $500 each to restore their reservations from ******** to ********. I had to pay an extra $720, to book my sons flight, since he had to come earlier than his other siblings.! Airline representatives were very rude and unprofessional, arguing that I canceled their reservations, which doesnt make any sense. The other children are , 12, 14, and 19. They didnt give me any number to call to pursue my claim of reimbursement, asking me to file a feedback form

  Customer response

  07/23/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Turkish Airlines, Inc. regarding complaint ID ********.
  
  Sincerely,
  
  *******************
  

• Initial Complaint

  06/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  We had purchased 7 return ticket with Turkish Airlines from March 13, 2024 - May 23, 2024. During this trip my father fell seriously ill and was hospitalized. He could not travel on May 23rd and I called Turkish Airlines on May 22nd to change all these tickets to an open return date. They refused to do so saying since my father was not dead yet they could not make this change. They did not give me any options but to cancel the tickets. I ended up cancelling the tickets with only unused tax given as refund. I had upgraded my father's return seat from Economy to Business class just a few weeks before May 23rd for additional $3500 which he never used. My father passed away on May 25th. After my father's burial I had again tried to ask Turkish Airlines to honor the original tickets and give us seats on future flights but they refused to do so. I ended up spending additional $7500 for new one ways tickets in addition to Business Class upgrade for my father that was not refunded $3500. Their refusal in this terrible family emergency situation to extend our tickets was very unprofessional and cruel. I would like them to reimburse us to help with the additional cost that my family incurred due to their refusal to help.Original Return Tickets (7): ~10k ( we traveled on these to ********)Business Upgrade on Return for One Seat: $3500 (Never Used)New tickets (6): $7500 (2 tickets were purchased on ***** Airlines and 4 on Turkish)Thank you so much for your help!Shafqat *****************************************

  Customer response

  07/12/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Turkish Airlines, Inc. regarding complaint ID ********.
  
  Sincerely,
  
  *************************
  

• Initial Complaint

  06/11/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  The confirmation number: ******. My first name is ********************* and last name is ***.I made the transaction with Turkish airlines on Sep 22th 2023 and then changed my flight on November 4th using another AMEX credit card (end with *****), since my original card is lost. Then they when the date arriving on Feb 2024 they changed the schedule for my flight and it bothers me a lot. so they offered me the refund I also called their customer service about the situation that I changed the credit card so can they refund to my second card AMEX credit card (end with *****) not the first card. They promised me on the phone and also sent me the email about the refund, but till now i still not received my $1126.40 to AMEX credit card (end with *****). I called them several time and kept saying they're already closed my case so couldn't do anything on this. They even told me if I didn't receive the refund then they can provide check but still not receiving anything from them.

• Initial Complaint

  06/11/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  hi - On Jan 8 i purchased an award ticket from them, the rules of the ticket that in case of cancellation there is a $70 fee, however that deosnt apply if the ticket was canceled within 24 hours which is per the U.S govt regulation. - On Jan 9 and before the 24 hour expiry i canceled the ticket, yet the airline went ahead and charged me the $70 anyway.- i immediately submitted a complaint TK-******** demanding the refund of this amount. they kept refusing to do it.- after several complaint and informing them they are violating govt regulation, someone with common sense replied apologizing on Jan 19th, and informed me they have issued Refund Cheque Number: *************.- however i never received such a check , and after complaining again (every time takes them 3-4 weeks to respond), stating i never received a check and why cant they just refund to same payment method?- after many weeks they replied they are unable to refund to same payment method and that i have to fill out a form with my bank information where they will wire the money directly to my account, mind you though they stated they are not responsible if my bank charges me any fees for the wire.- i called and complained again , and that i shouldnt be responsible for any charges and again why not refund to my card. - after several weeks sent me same form which i filled and sent back. only to received a response after 2 weeks that they are unable to process the refund, with no reason why, and asked to me to email some other email address, which i did asking why and i never received a response.so 5 months and still no refund of money that took from in violation of US govt regulations.

  Customer response

  07/06/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Turkish Airlines, Inc. regarding complaint ID ********.
  
  Sincerely,
  
  ***********************
  

• Initial Complaint

  06/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  My flights were scheduled out of ****** and into ******** for transit on my way to ***** on May 11th. I alerted the thy person at the counter that I need to preboard because of my medical condition. The person without asking any questions complied which is what all airlines do. So I boarded safely for the first leg of my flight from ****** to *********For the second leg of my flight ********-*****, I ask to preboard and the attendant asks why and I show him the equipment on my arm to explain that it could be easily knocked off if I dont preboard. He humiliates me further by saying thats not enough and asks for a physicians letter, so I always carry one and I get it out so he reads it and says Im still not allowed to preboard?!?! Another gentleman says that of course Im allowed to preboard but when it came time to preboard he started checking in regular passengers without accommodating me? I had to cut the line and feel bad and awkward because of my disability.Again on the third leg from ***** to ******** the story was repeated. Absolutely no acknowledgment of my need to preboard although I notified the agent!On my fourth and last leg from ******** to ****** I made the request to preboard and the person said ok but when boarding time came they started boarding all passengers and when I loudly complained that Im supposed to preboard because of my medical condition, he shamed me infront of all the passengers for wanting to cut the line!If you self-identify as a passenger with a disability who needs additional time or assistance to board the airplane, the airline must allow you to board the airplane before other passengers.An air carrier must not require any kind of proof as a condition for the provision of transportation, except in some very limited circumstances.It is for those reasons that I demand a full refund of my ticket because as a disabled person I was violated on numerous counts as indicated above.My ticket was : USD *******

  Customer response

  07/06/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Turkish Airlines, Inc. regarding complaint ID ********.
  
  Sincerely,
  
  *******************************
  

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