ComplaintsforTurkish Airlines, Inc.

• Initial Complaint

  05/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I flew from ******** to ******** on Feb 27, 2022 and while we were waiting, one of the staff was walking around offering an upgrade to business class for an additional $100 USD. SO, I took the chance and to my horror, I realized they charged me $1,040.99 USD... I believe the staff wrongfully charged me in USD.I complained several times, they never got back to me they denied the dispute from chase bank.Then I flew with them in April 2022 to *****, for the first time in my 20 years of traveling, they decided to send my luggage one day later without telling me. I was waiting by the carousel and I asked the airport staff where my luggage was and they informed me what happened. Of course I had to buy clothes I did not have clothes for 1 2 2 days and 1 night. I spoke to their rep they told me to upload my receipts, etc and until now, no resolution for a refund. On my way back from *****, sure enough they were offering the same promotion I hope they did not scam the other customers. When I got back from *****, I realized that they rebilled me for it. I am presently disputing it. They refuse to investigate and acknowledge that their staff messed up, NEVER AGAIN! DO NOT FLY TURKISH AIRLINES OR TAKE ANY OF THEIR PROMOS!

• Initial Complaint

  05/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have reached out to Turkish Airlines about an incident that occurred while i flew their airline on 4/5/22 and i keep getting the run around. They asked that i confirm i am the passenger, before they'll review my case; which ive done twice, even though the complaint requires i attest that i am the passenger. They then asked that i provide additional boarding information which i provided, - again twice, and finally i get an email saying the case is resolved- HOW???If they are not going to do the right thing and respond to my complaints directly, i will reach out to any organization that will until i get a response.I've attached full details of the issue, the expected resolution and other supporting documentation here.Thanks,***

  Customer response

  06/12/2022

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

  Business response

  07/08/2022

  dear passenger,

  we noticed that you were holding United Airlines ticket, thus you would have to apply to UA accordingly.

   

  thank you

• Initial Complaint

  04/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I had an open ticket worth $1211.07, and I needed to reissue this ticket. Turkish airline did not allow me to choose my flight online, and they have this policy that for an open ticket you can only purchase it over the phone with the ticket center or an office (which the office option did not work for me as I live in *********, **, and their closest office is 2.5 hours drive from my location, and in the year 2022 it does not make sense to travel for 5 hours to reissue your ticket!!). Upon calling the ticket center, they offered me a $400 extra fee for the flight that I was asking for, however, that flight was worth $930.57, and what they were offering me was $1611 ($1211 + $400). I wrote feedback and they rejected my request, I called more than 7 times (I know that all calls were recorded, and the representative hung up on me while I was talking saying that I am taking a lot of her time and she can't talk to me for long!).

• Initial Complaint

  04/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  12/26/2021 I have used Turkish Airlines to get a live animal. The cage was broken and the cat was hurt while picking it up from the cargo area. I have asked the staff to immediately file a damage report and I have that. I was also asked to contact the following three email and I got no response: (reference# *** * ************)*********************,****************,**********************

  Customer response

  05/14/2022

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

• Initial Complaint

  03/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I booked flight SLSDLA. I put a hold on the return flight and tried to rebook on March 13 by calling Turkish Airlines at **************. The agent told me it would be $2200 additional fee to book the return flight. I objected that there should only be a change fee then he told me he booked a higher class flight "Business Z" without asking me. I said I wanted the same class of flight I had booked. He then said it would be $440 but I would have to call the call center back 12 hours later in order to pay. I called back and they said my booking was canceled. I then asked them to please rebook they created reservation ******, but once again said I could not pay right away and an agent from Turkish airlines would call me back to take payment. No one called me back so I called Turkish Airlines at ************** and the guy looked up my ****** reservation and said it was cancelled!!! I then asked, PLEASE, rebook this flight and let me pay for it. He said I would then have to pay over $800. I asked why the other agents had ostensibly lied to me or why they would not honor any of their agreements to which the evil guy on the phone just laughed. ABSOLUTELY OUTRAGEOUS. If I am not refunded for this ticket I will file a complaint with my State's ************************* and I will go on social media and complain about Turkish Airlines and expose their lies, deceit and evil customer service.

  Customer response

  03/15/2022

  Better Business Bureau:
  
  I went to a turkish airlines physical office in ************** and they resolved the issue.  Thats said this business's customer support is a sales and marketing scam that openly lies about ticketing, rebooking, pricing and availability
  
  Sincerely,
  
  **** *******
  
  
  
   
  
  

• Initial Complaint

  03/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Turkish airlines is refusing to honor the 24 hour booking cancellation full refund rule. The record location number is *******On March 13, 2022 at approximately 22:30 I booked the flight above, leaving on May 19 at 23:55. After the flight was booked, Turkish Airlines emailed me an update that the departure time was changed to May 19 at 00:05, nearly 24 hours earlier.This massive difference is unacceptable, so I called customer service at ************, less than 90 minutes after booking to cancel under the *** 24 hour rule. This occurred on March 13 at approximately 23:50. The agent I spoke with insisted that my ticket was non-refundable and stated that she would only refund a fee of approximately $183. I stated this was unacceptable and insisted she issue a full refund under the *** 24 hour rule. After some back and forth, she said she could not speak with me for more than 25 minutes, and hung up the call. This conversation occurred less than 2 hours after the booking, well within the 24 hour window.Due to the late hour, I decided to request the cancellation and refund again in the morning as it would still be well within the 24 hour window. I called again at ************ on March 14 at approximately 10:35, less than 12 hours after the booking occurred. I explained the issue to the agent, and stated I would like to cancel with a full refund under the 24 hour rule. The representative then hung up the call again.I am enclosing a screen shot of the original booking, showing the original departure time of 23:55 on May 19. This may be irrelevant if Turkish Airlines is required to offer a full refund on cancellation within 24 hours. I have not heard back from Turkish Airlines. I also requested the refund in writing to the email address listed on Turkish Airways website:************************ To be clear, the *** requirement is documented here*********************************************************************

  Business response

  04/29/2022

  ******* ******** ********************* ***** ********* ***** ** **** ***** ** *** ******************************** ******** ********************* ******** *** ********** *** ******* ******** * ****** ****** ************ *******
  
  ******************** note that the 24HR RULE is stating that the reservation can be held at the quoted price for 24HRS. Once the ticket has been issued, fare rules will be applied.
  
  Also, the new flight time is 10 minutes difference. Instead of departure on 19MAY @ 00:005, the new departure will be on 18MAY @23:55.
  
  * ********************* **************** **************************************** ** *  ** ***** ****** ***   **** ********** **  * **  ** *  ** *****  ****** ***   **** **** ***** **
  
  Best Regards,
  *********************
  

   

  We have responded to him already. Turkish Airlines did accepted 24hour price hold versus 24hour refund . We noticed that his reservation is still active and scheduled to travel 19MAY22 

   

  thank you 

   

• Initial Complaint

  01/05/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  - my flight record locator ****** - IST to ******** to Washington to ******* - January 3, 2022 - Purchased a business class ticket via United.com back in September 2021 - I have Platinum status with United and Gold Status with Star Alliance of which Turkish Airlines is a member of - I was charged $160 to check 1 bag to my final destination and advised that if I did not pay this, they would not accept my bag and it was my choice on what to decide. - ******************************************************************See link above for their policy. Even in economy class they offer free bage - Horrible experience and they simply pointed the finger to United Airlines as the cause - United said I had to go to Turkish to resolve, but they are not responding to me and offering a refund of $160 - I was told once I arrived in ******** that this is an ongoing problem with Turkish Airlines

  Customer response

  02/16/2022

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

   

  After multiple denials from Turkish Airlines to reimburse the funds, United Airlines mailed me a check for the amount I was charged in ******** by Turkish Airlines. I submitted these emails from Turkish Airlines to a customer service manager at United ********************** (who by the way was so helpful and followed up with me weekly), and as a frequent traveler on United with status, they reimbursed me since it was a Star Alliance airline. So case from my side is closed, but will be very vigilant about future travel that requires travel on non-*** airlines. 
  

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

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

• Initial Complaint

  12/17/2021

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Dear BBB team,Writing to complain about my Turkish Airlines experience as they misled me into buying tickets with 24-hour full refund guarantee, but when I actually purchased tickets, they told me there will be a penalty for cancellation. Allow me to explain what happened, I booked the flight from **** to Phoenix on 1/11/22 (booking reference# UBQFDU) and once booked had to call in to add my dog to the flight (have to be added over the phone), but they told me that they could not add a dog to the flight as there was a cat travelling on the same flight, which I understand. Therefore, I asked to cancel my booking and do full refund of the flight fare because I can't travel without my dog. I also gave them an option to transfer me to a different flight of their airlines, so they can keep my business but put me on a compatible flight where I would be able to travel with my pet in cabin (without extra charge). But they told me I would have to pay change fees and additional fare fees, which again they advertise no change fees. But my main point is I called within 10 hours of the initial purchase and since they promise 24-hour full refund policy, they have to comply and accommodate my request (I also believe its is a regulation from ** department of travel) its unheard of that airline is charging me $350 in penalties only because Turkish Air were not able to accommodate my pet travel request, it was them not me who could not complete my request.Please help me get full refund ASAP, as they charged my bank account $1,929.11 and I need that money back in order to book a different flight home to Phoenix.Thank you *********************************

  Customer response

  01/28/2022

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

• Initial Complaint

  10/13/2021

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We booked a Turkish Airlines (TA) ticket through United ************) in Business Class. All flights were operated by TA. Baggage allowance for our flight was two 32kg bags per passenger as stated by United confirmation email (and their policy) and TA baggage policy for business class flights. Upon arrival at check in at MXP, we were told we had ZERO baggage allowance even though we were flying business. TA refused to honor United's email confirmation or their own policy for business class tickets. We were forced to pay $172.56 Euros for one 19kg bag and forced to carry the remainder of our luggage as cabin bags. They threatened to close check in and leave us at MXP unless we paid them.We contacted United and they told us we had baggage included. United asked us to contact TA because they were the operating airline and the airline that improperly charged us. TA is blaming United and vice versa. Feedback ********* / Conf: ** ****** * ** ******

  Customer response

  11/24/2021

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

• Initial Complaint

  10/13/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  My wife and I have flown with Turkish Airlines numerous times, and will not be flying again. We were utterly ripped off by this airline company, and I seek a full refund, on top of duress suffered by my wife and I. We were attempting to celebrate our honeymoon, and this is outrageous. When we called the ******* office, and spoke with *** ***********, who provided zero help, refused to connect to a supervisor, and proceeded to insult my wife by acting as though she doesn't have an opinion after we had requested to change seats for a flight, after booking the semi-flexible option. I seek a full refund for damages incurred.

  Customer response

  11/24/2021

  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. ↩