Turkish Airlines Customer Service Issues

Hello, I am writing to address a concerning issue caused by the ground staff in Toronto, which has left me very dissatisfied with the service provided. Last Sunday, August 2nd, I was traveling from Ottawa to Toronto, Istanbul, and then Addis Ababa. Everything was running smoothly until I reached the Toronto flight. I was informed that carry-on bags could not be accommodated in the overhead bins due to Covid-19 precautions. Despite my explanation of the essential items in my bag for my work trip to Somalia, the manager was uncooperative, and I had to reluctantly comply. Upon reaching Istanbul, I discovered that my carry-on had not made it onto the plane, despite assurances from the ground staff that it would be delivered to me. Although I received my checked luggage in Addis Ababa, my carry-on is still missing after 6 days. I have filed a claim with the Addis office, but there has been no progress. I am deeply concerned about the personal belongings in my carry-on. I have attached pictures of my pink carry-on with a lock for identification. Please, can urgent attention be given to locating my missing bag? Your help in resolving this matter would be greatly appreciated. Thank you for your assistance. You can reach me at my email [redacted] or at +[redacted]14.

Dear Sir/Madam, I am reaching out to address a significant issue I encountered with your ground staff in Toronto that has left me extremely dissatisfied. During my travels on August 2nd from Ottawa to Toronto, Istanbul, and then Addis Ababa, everything was proceeding smoothly until the Toronto flight boarding process. I was informed that carry-on bags couldn't be accommodated in the overhead bins due to Covid-19 precautions. Despite my plea explaining the necessity of the contents in my carry-on for work in Somalia, the manager, who was uncooperative, insisted on checking in the bag. I complied reluctantly, receiving a tag for the bag, and proceeded to board the plane in Business class. Upon arrival in Istanbul, I struggled to locate your personnel to confirm the whereabouts of my carry-on. Eventually, a staff member informed me that four bags were registered under my name, and my carry-on was with the baggage handlers. However, the bag was never delivered to me on the flight, despite assurances. When I arrived in Addis Ababa, my three checked bags were retrieved, but my carry-on was missing. It has been six days of searching without success, causing me great concern for the important work-related and personal items inside. Although I have filed a claim with the relevant office in Addis Ababa under ticket number ADDTK43298, I have encountered delays and lack of clarity, leaving me anxious about the possible theft of my bag. I attribute this error to the inflexibility of your Toronto ground staff. Feeling extremely troubled and isolated in dealing with this situation, I seek your assistance in locating my distinct pink carry-on, which I have secured with a lock for easy identification. I have communicated the details of the bag and its contents through pictures I have sent. Can you prioritize the search for my missing bag and provide me with an update? Thank you for your attention to this matter. For further communication, please reach me at [redacted] or +[redacted]14.

I am concerned about the lack of progress with my flight refund. Our flight in April was canceled by your company, yet we are still awaiting our refund. We have been given multiple false promises regarding the refund timeline, from 7 days to [redacted] days. Most recently, we were informed that the refund process would start on 10th August, taking either 3 or 7 days, with no guarantees. It is frustrating that we cannot rely on the information provided by your staff, who lack the ability to communicate effectively. This experience has been disappointing from the start, given the incorrect information provided when booking the flight last October. Regrettably, I have lost faith in your company's customer service and do not plan to use your services again. Sadly, I anticipate receiving a generic and insincere response to this message. Best regards, T. Taylor

Hello, I am seeking further details regarding a transit in Istanbul. I am looking to reserve a Turkish Airlines flight from Hanoi, Vietnam, to Marseille, France, in late September, with a layover in Istanbul. Multiple flight options are available, most with a maximum transit time of four hours. In the event of a delay with my initial flight or if covid testing at the airport causes a delay, resulting in a missed connection in Istanbul, can I stay in the airport for up to twenty-four hours with a semi flexible ticket? I want to avoid potential quarantine in Turkey if I'm unable to catch my connecting flight to France. Prior to finalizing my booking, I would like more clarity on this scenario. Thank you. U.G.

As a travel agent, I am frustrated with the lack of assistance from the agents on the USA [redacted] line. When trying to exchange a ticket for one of YOUR passengers to return early, I was unable to get necessary information about the class to book and the cost difference. It's concerning that the agents could not provide this basic information. Could you clarify if your agents reach out to travel agencies for help with ticket changes? I urgently need a direct number in the USA for assistance with changing your passenger's ticket. Without a dedicated line for travel agents, Turkish Airlines risks losing bookings from us due to difficulties in reaching the HELP DESK. Please provide me with the required information promptly. Thank you. Gabrielle // Contact: [redacted] // Office Number: +1 [redacted] (10 AM - 5 PM)

Dear Sir or Madam, I was at your airport in Munich on 24.08.[redacted] since around 14:00, or nearly 5 hours before the flight, and had all my passport and documents with me except for the Covid-19 test. I was tested on time, and the airport doctors assured me that the results would definitely come between 16:00 and 19:00! I showed the confirmation from the doctors to your staff at the check-in counter. The scheduled flight time was 18:50 with a 10-minute delay that day. Despite Istanbul not requiring the results at all, only Lebanon did, and my arrival time in Lebanon was still around 03:00 on 25.08.[redacted]. They saw that the results would arrive by 19:00 at the latest, but still wouldn't let me check in! The test results came in at 16:12, but I received the email at 19:00 as promised. Everything was in order, yet I was not allowed to fly because of your staff. I had to buy a new ticket, two train tickets to get back home, and return to the airport the next day. All my plans in Lebanon on 25.08 were ruined because of your staff. I would have arrived in Istanbul at 22:35, the test results would have been ready for the destination country (Lebanon). I demand immediate compensation for all the inconvenience, stress, and financial loss I had to endure because of you. I do not currently have enough money for my vacation due to this situation and have completely lost the desire for it! Thank you. Sincerely, Mustafa Baraka Flight No. TK1636 Seat 12F E-ticket: [redacted][redacted] / C1

I reached out to you via phone yesterday regarding an issue I am experiencing with my booking. Your team mentioned there was a technical error and that I would receive an update within 24 hours, which has now passed. Can you please provide me with an update? I have had multiple unproductive phone calls with various operators, each redirecting me without resolving my issue. Initially, I received an email stating my flight was rescheduled for September 8th at 19:45, but then encountered technical complications. Despite receiving new reservation number VDGHMV, no progress has been made. I urgently need assistance with rebooking or using the open ticket for my upcoming flight on the 8th of September. My original reservation number is SXBBY3 and the ticket number is [redacted][redacted]. Your prompt help is greatly appreciated. Thank you.

My spouse, R. SUTTELS, and I, M. BONTE, made reservations for 2 tickets with TURKISH AIRLINES from BRU-IST-CPT departing on January 2 and returning from JNB-IST-BRU on April 1, [redacted]. (Ticket Nos. [redacted][redacted] and [redacted][redacted]). The JNB-IST-BRU leg got cancelled due to the Corona lockdown. Despite multiple inquiries (Feedback References TK [redacted], TK[redacted], TK[redacted]), we are still awaiting a refund from TURKISH AIRLINES for these canceled flights. We are only interested in a refund, not a rescheduled ticket. We received an email reply indicating the refund process will happen two months after the flight ban is lifted. We seek clarification if we need to reapply for the refund. Kind regards, M. BONTE

Dear Customer Service, I am Uzair Humayun Khan. I recently booked a round-trip ticket online from Manchester to Islamabad with booking number: TPFDWG. While booking, I encountered a problem. There wasn't an option to include my middle name, resulting in the ticket being issued with the name "Uzair Khan." I am concerned if this discrepancy may cause issues during my travel. I have attached the ticket for your reference. Kindly address this matter to ensure a smooth travel experience. Thank you for your assistance. Sincerely, Uzair Humayun Khan

Dear Sir/Madam, I am Alfred D., an Indian student holding a valid Indian passport, visa, and an entry permit issued by the Consulate of Israel in India. I have reserved a flight with Turkish Airlines from Mumbai to Tel Aviv departing on October 2, [redacted]. My booking details are as follows: PNR: RVUI3J Ticket Number: [redacted][redacted] I recently noticed that this particular flight is no longer showing up on Google Flight listings or the Turkish Airlines website. I am unsure if the flight has been cancelled since I did not receive any notification from Turkish Airlines. I kindly request clarification on the status of this flight. I hope to hear from you soon. Thank you.

Dear Sir or Madam, Regarding my canceled flight to Jakarta, I am requesting a refund of the flight price one last time before involving my lawyer. PNR number: S7CWWI Ticket number: [redacted][redacted] I have been waiting for my refund since the beginning of April. Despite speaking regularly with the hotline, I have been continuously put off, which is no longer acceptable. I kindly ask for the repayment of the amount within seven days by Tuesday, September 29, [redacted]. If I do not receive a refund or proof of payment by 09/29/[redacted], I will escalate the matter to my attorney. Thank you for your understanding and prompt attention to this issue. Sincerely, Jan Kleeberg

I purchased tickets from Turkish Airlines with the option for a refund in case of cancellation. The first flight got cancelled 1-2 weeks before departure, and I rescheduled. Unfortunately, the second flight was also cancelled. I contacted customer service and opted for a full refund. However, I was informed that I needed to visit a physical customer center. After much effort, I found the address at the local airport's Turkish Airlines customer desk. Despite multiple attempts via email, they have not responded, and I am unable to reach them by phone. The customer desk is mostly closed and only opens two hours before a flight. I am in Gothenburg, Sweden, and before making the trip, I want to confirm if they are open. Please contact me via email for further details like the ticket number and booking reference.

Hello, I am scheduled to travel on October 7th from Manchester to Islamabad. My family recently flew with your airline, and now my sister and I are set to travel on the same route. I've heard that Turkish Airlines requires a COVID-19 test at the boarding gate, which we plan to obtain through the NHS. There are some hearsays that you do not accept NHS reports at the airport; could you please clarify this for us? This is my first time flying with your company, and with my family already in Pakistan, the stress is high. It is crucial for us to know if the NHS report will suffice or if we need one from a private lab. My sister, who is getting married, is also anxious as everything is ready in Pakistan and they are just waiting for us. I sincerely hope you can provide us with the information promptly, as time is running out. Thank you for your assistance. Best regards, Arslan

Dear Sir, I flew with Turkish Airlines yesterday, October 21st, from Lahore to Houston in the business class. Unfortunately, when I arrived in Houston at 7:30 PM, only 5 out of my 6 bags made it. I inquired with an airline representative who informed me that my missing bag, under the surname Aziz, was being held at Istanbul airport for security clearance. Despite being assured before my flight that all my bags were on board, this mishap has left me without essential items, including clothes and gifts for my children's upcoming birthday party on October 24th in Dallas. I kindly request that my bag be expedited for delivery by October 23rd to Dallas, USA. Thank you.

Dear Ladies and Gentlemen at Turkish Airlines, My name is Mary A. with the ticket number [redacted][redacted]. I had booked a flight from Bremen Airport in Germany to Addis Ababa on 10.08.[redacted]. Unfortunately, the flight got canceled due to the Coronavirus situation. Turkish Airlines rescheduled my flights from Hannover to Addis Ababa on 12.09.[redacted], and from Addis Ababa to Hannover on 13.10.[redacted]. However, I encountered issues as I was unable to get a COVID-19 test within the required timeframe due to the last-minute changes. I faced challenges with the visa and experienced unfriendly treatment during this process, which was quite disappointing considering my past pleasant experiences with your airline. I kindly request a refund to my bank account for the inconveniences I've faced. Your prompt attention to this matter would be greatly appreciated. Thank you, Mary A.

I bought a ticket from Turkish Airlines' website on August 18, [redacted] (ticket#[redacted][redacted]) for a flight from Pittsburgh, PA, USA to Istanbul, Turkey on October 6, [redacted], with a return on October 11, [redacted], including a layover in Toronto. Despite being part of the same ticket, the Pittsburgh to Toronto flight was not operational until after January [redacted], as confirmed by Air Canada. Turkish Airlines initially suggested changing my flight with an additional charge of ~$[redacted], which I declined, as the situation was due to their error. After unsuccessful attempts to resolve the issue at the airport, I requested a ticket refund, which Turkish Airlines agreed to. However, after a month and a half of follow-up calls and feedback, my issue remains unresolved. I am disappointed with the lack of assistance and communication from Turkish Airlines customer service.

Dear Mr. Murat, Thank you for your response. I am unable to reply directly to your email, so I trust the Düsseldorf office will forward my message to you. However, your response did not address all the issues at hand. I had taken a Corona Test 24 hours before my Turkish Airways flight. The test, which is attached for reference, was accepted by your company in Düsseldorf. Regrettably, Turkish Airways did not acknowledge the test for my flight from Istanbul to Nairobi the same evening. This situation does not solely pertain to the general Corona protocols but rather to the airline's organization and customer service. The responsibility for this unfortunate incident caused by Turkish Airways falls upon your staff who failed to recognize and validate my legitimate Corona test document, which also includes a QR Code. As a result, I had to endure two uncomfortable nights at Istanbul Airport without any accommodation or support from Turkish Airways. I hope this clarifies the situation for you and that you can offer me appropriate compensation. Best Regards, Catherine E.

Dear Turkish Airlines, I am writing to express my deep disappointment with my recent experience on Turkish Airways. Firstly, I was notified of a flight change just two hours before my connecting flight which caused confusion among your ground crew. Unfortunately, I found the ground crew to be rude and unhelpful. The condition of the airplane bathroom was unacceptable, with a strong odor of urine and ammonia that was unbearable. To make matters worse, my luggage is missing, and no one can confirm its whereabouts. Due to the last-minute changes, I am now in Northern Burkina Faso without my belongings necessary for work, incurring additional costs. The lack of communication and the unexpected transit through Guinea have caused major inconveniences. This trip was essential for my business, and the absence of my equipment from the luggage is impacting my work severely. I am appalled by the level of service I have experienced and urgently seek resolution. I look forward to your prompt assistance in locating my luggage and preventing such issues on my return flight. Sincerely, Rudie Odijk Business Manager Mining West Africa Solenis Africa Ltd

To Turkish Airlines, I recently flew with Turkish Airways and had a disappointing experience: - I received a notification about a flight change just two hours before my connecting flight. - The ground crew seemed uninformed and were unhelpful. - The airplane's bathroom was dirty and had a strong urine smell, causing discomfort. - My luggage is missing, which has had a significant impact on my business trip to Northern Burkina Faso, resulting in additional expenses. - Despite reaching out to the ground crew, I still have no information on the whereabouts of my luggage. - No explanation was provided for the sudden change in flight schedule. - Due to COVID-19 concerns, I chose Turkish Airlines for a direct route, but was unexpectedly routed through Guinea, adding unnecessary travel time and stress. I urgently need my luggage to proceed with my work at the mine. The lack of customer care and service has been beyond disappointing. I hope my return flight on November 21st will not be a repeat of this experience. Please address this matter promptly. Thank you, Rudie Odijk Business Manager Mining West Africa Solenis Africa Ltd

Hello, I need assistance with requesting a refund for a cancelled flight with Turkish Airlines. The link they provided before is not working, and the 'Manage Booking' section is not allowing me to proceed as the flight was cancelled. Can you please provide a working link for submitting the refund request? Thank you.