ComplaintsforTurkish Airlines, Inc.

• Initial Complaint

  06/05/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  My wife, *********************** and I had a Turkish flight from SFO to BOM via IST on Mar 31 & a return flight on Apr 29.I was first of all not given a VJML (Jain meal) as mentioned in my booking and as expected. Due to my dietary restrictions, I had to almost stay hungry for the entire journey.Another issue: One of our bags didnt arrive after return flight. We had to fill late baggage form (attaching copy). We were told that the bag would arrive by next day, but it took 4-5 days for the bag to arrive.We were told that the bag will arrive anyhow by next day, but, it took more than 4 days for the bag to arrive. A lot of our food items were damaged due to delayed baggage from Turkish airlines. Most of our food items had to be thrown away. I am just attaching one of the food items that was leaked due to mishandling of bags and also had foul smell. A lot of our food items like sauces, home-made food, curries etc. were damaged & had to be thrown away, that actually needed to be stored in the fridge after arriving. Also, we had to buy a new gift for our friend's baby shower on the next day as the gift we were carrying was stuck in this bag. Apart from this, I had to specifically go to buy new stuff for myself as I was short on undergarments, inner-wear, ***************** made multiple calls and filled multiple feedback forms in their website, but I haven't received any form of acceptance of their mistake or any sympathy from their end. In fact, they denied to accept their mistake that I had booked Jain meal for my flight (attaching Jain meal confirmation proof). This is not how you treat your first-time ******************************** has caused me a lot of inconvenience with respect to time and money.I demand full refund for my flight and an additional compensation for all the trouble I have gone through.Thanks,***

  Business response

  06/03/2024

  Thank you for taking the time to share your feedback. Please know we take your comments very seriously and we would appreciate the opportunity to review and address your concerns. Please feel free to contact us directly at ****************************. Our Customer Relations team will review and respond as soon as possible. Thank you.  

  Customer response

  06/05/2024

  Complaint: ********
  
  ******, I am rejecting this response because BBB has contacted the wrong business party. 

  The issue is with Turkish Airlines and not American Airlines. 

  ******, can you please reach out to correct airlines?

  
  
  Regards,
  *** ***************************

• Initial Complaint

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Recently, I booked a round trip flight for my family of 4 from *****, ******* to ******, ******, with Turkish Airlines totaling $4,112.00. This includes seats we paid so my family could sit together. Unfortunately, we missed our flight. Upon arriving to the Turkish Airlines ticketing counter at the ***************************, we were fortunate to encounter a helpful Turkish Airlines representative. This representative assured us that despite our mistake, we could still obtain a refund for our flight tickets. They explained that while there would be a penalty of $200 per ticket, significant circumstances were not required for the refund to be processed. Based on this information and relying on the representative's guidance, we made the decision not to rebook our flight immediately. We relied on the representative's assurance that rebooking at that time with the airline would forfeit our refund. As a new customer of **********************, we valued this promise and were appreciative of the understanding shown by the representative. We then began the process of requesting our refund and contacted Turkish Airlines customer service by phone, they rejected us, even though we had been promised a refund. In researching our rights and options, we came across the guideline provided by Transportation.gov, which states that consumers who purchase non-refundable tickets are entitled to a refund if the airline makes a promise to provide one. In our case, Turkish Airlines did make such a promise through its representative at the ticketing counter. Therefore, we kindly request that Turkish Airlines honor the commitment made by its representative and proceed with processing the refund for our flight tickets as discussed. We value the services provided by Turkish Airlines and sincerely hope for a positive resolution to this matter. We additionally hope that Turkish Airlines honors their statements to us. Your assistance in this regard would be greatly appreciated.

  Customer response

  06/26/2024

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

• Initial Complaint

  05/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  RE- MY REFUND FROM TURKISH AIRLINE.Dear ***,I hope this mail meets you well.I bought flight tickets from Turkish Airline on the 02/20/2024. But on the departure date of February 28th, 2024, when I got to the Airport, I was not allowed to fly. All I could get was an apology from the Turkish airline attendant at the counter. He explained that I could not fly with them because they just received a new **** policy from the Ecuadorian Embassy a few days after I had bought my ticket. They apologized to me because the new policy or change took effect just few days after I was cleared by them (I was cleared by Turkish Airline at that same counter, I first went to enquire from Turkish Airline, and I also cleared with the Ecuadorian high commission before I bought the tickets) and was told that I could fly. So, they were sorry because with the sudden new policy in place, I could no longer fly **** free to ***** ********When this happened (about 50 minutes before the departure time), I called Turkish Airline Feedback team to report the case so they can inspect or understand from the Turkish Airline representatives on ground that it was not in any way my fault that I did not fly with them. I had to do this so that I would not have any issues getting my refund, and so that they dont treat it as a No-Show case. However, since after this incidence of 02/28/2024, I have requested severally that Turkish Airline should get ticketing to fully refund, but they have not done that. Instead, they are insisting that I be charged what they called a No-Show Fee. I objected to being charged any so-called "No-Show" fee because it was not in any way my making that I did not fly. I am only requesting my full refund from Turkish Airline.Kindly help me in this matter so that I can get justice and be refunded in full. Thanking you in Anticipation.***** ******************

• Initial Complaint

  05/28/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I took a flight on May 7th from IKA to IST, and after 8 hours from IST to YYZ.The first leg of the flight was horrible. I booked my entire travel for Business class. The crew was impolite. They didn't speak English fluently (or didn't want to).After reaching IST, I took my second leg. At the gate, I was picked for an additional security check. They didn't even tell me why. They didn't speak English and were all Turkish Airlines staff. As a Canadian citizen, they discriminated against me and even bent the corner of my passport.I have sent numerous messages to Turkish Airlines, who copy and paste the same message without providing any answers. They claim they have finished an investigation, but there is no evidence.I paid for business class, and the service was terrible. I want the airline to return at least 50% of my pay. Their ignorance is beyond explanation. I have sent four messages, and they have copied and pasted the same response without any reason. I can always take the legal route, which is why I have contacted BBB about this matter.Regards,******

  Customer response

  06/26/2024

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

• Initial Complaint

  05/28/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I booked an airline ticket with Turkish Airlines in January and the itinerary changed. I am traveling with a group, and they advised that I should cancel the ticket which was an option offered due to the change on the airline's end, with full refund. I did so on March 17. Turkish Airlines advised it may take some time for refunds to be issued, so I waited two billing statements before calling them with my issue. No credit appeared on my March, April or May statements from Turkish Airline. I called my bank (AmEx) as the Turkish Airline website advises, and they are unable to help me because the original transaction happened 60 days prior to filing a dispute (they track from the original transaction which was ********* Turkish Airlines says they sent the refund but I never received it. **************** advised that I should file a complaint to the BBB. I am attaching the emails (forwarded to my work email) from Turkish Airlines showing the refund and confirmation. I can also provide the statements from my credit card but didn't want to do so per the complaint rules (statements include PII)I really appreciate any help you can offer me. It's a significant amount of money and I'm so upset. Thank you.

  Customer response

  06/24/2024

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

  Please let me know if it is useful to provide the credit card statements for the months that cover when the refund should have been received. 
  
  Sincerely,
  
  ***************************

  
  

• Initial Complaint

  05/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My flight TK 0192 was canceled on March 24, 2024, and TK rebooked my ticket for March 25, 2024, I was told that the cost of transportation from the airport to home and from home to the airport would be paid by the Turkish airline but up to now whatever I have uploaded the scan of invoices from *********** shop in the airport but ** has sent a reply to me that those invoices is not acceptable you tell me other than the scan of my bank statement for Uber payment what else can I submit?

  Customer response

  06/07/2024

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

• Initial Complaint

  05/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I have had several bookings in the past with Turkish Airlines, all of which were unable to be taken. Per their terms, the credit on these flights is available if the flights were unable to be taken. I reached out on all flights without full completion of the credits being added to my account. I have continued to escalate the same per the below flight details and ticket numbers with Turkish Airlines without a response. Given that Turkish Airlines did not properly communicate via tickets or credit my account per their terms when these issues were first raised (tickets from 2022 can be seen on my account but are not provided below), I need these flights properly credited. Please advise right away. The agencies who have booked these flights have deferred to Turkish Airlines' policies as these flights fall under their policies at this point:Unanswered ticket numbers are TK-******** and TK-**********. There were 2 bookings made for 2 flights that were not taken, one on Sep 16, 2022 (booking reference number: *************) for $392.80 and one on Sep 21, 2022 (booking reference number: *************) via ****.2. There was 1 booking made for 1 flight that was not taken on Jul 24, 2022 (flight ticket number: **********) for $511.60 via eDreams.

  Customer response

  05/31/2024

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

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  While I was in ******** on May 4, 2023, I took TourIstambul tour. My had luggage, a small blue suitcase was loaded into the tour bus, and it was subsequently lost by ************. I was seperated from tour group and I called TourIstambul and they were not able to pick me up. I had to take a taxi back to the airport at my own expense. When I went to the TourIstambul desk to collect my baggage, I found out that the suitcase had dissappeared. Neither TourIstambul nor Turkish Airline has helped me recover my luggage despite several attempts to contact them.

  Customer response

  05/31/2024

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Turkish Airlines, Inc. has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

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

• Initial Complaint

  05/02/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I will be making a complaint against 2 airlines because both are guilty of wrongdoings. I had tickets for LOT polish airlines for 4/20/24 JFK-******** ,******* ,and they were delayed at *** so LOT PUT ME ON FLIGHT with partner in alliance, Turkish Airlines(**). ** was suppose to deliver me to ******* with a connecting flight in *********. **12 diverted to ******, ******** on 4/21/24 causing a delay that made me miss the schedule connecting flight for **271. Ironically, tk271 was delayed 2 hours and I could still make it if they put me on it. Regardless , if i didn't make it I was suppose to be put in a hotel/meals , get 600 ** compensation and next available flight, **269. ** instead didn't board me on any flights. I was told I can only leave ***************** if I bought a new ticket, and I was forced to do so(either that or live in dangerous airport). They never gave me hotel/meals/email, etc as required by law. My understanding is the boarding passes given to me at *** by Turkish airlines had 080 which is LOT code, and not the ** code which was excuse for not accepting boarding pass in instanbul for second flight, but legally they have to accept it, it is how things work with ***************** and LOT said ** was wrong. I want you to get the charges back on my credit card that i was forced to buy in instanbul. I also want legal compensation of 600 Euro for the delay and refusal of boarding. I also want LOT to accept responsibility as well. I used my husbands **** to buy a ticket from LOT. Ultimately they are in breach of contract because they put me on another airline and didn't get me to my final destination. LOT owes me over 1000 dollars for ticket/seats paid, and by ** law compensation as well since I paid to be on their airline, an ** airliner. ** is worser though because they lie and commit fraud even.

• Initial Complaint

  05/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  My daughter flew to ******** from *******. They broken her luggage into pieces litarally. We have gne to the AirPort 2 times but they told us to file online. While we were calling and trying to get help so many people from airlines called us with no Resuldr. When I finally did it online, it says 7 th day has gone they dont accept. They are super dishonest terrible airlines

  Customer response

  05/27/2024

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

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩