In ****, my husband and I flew Turkish Airways Business Class from Dulles International...
GetHuman2211379's customer service issue with Turkish Airlines from February 2019
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The issue in GetHuman2211379's own words
In ****, my husband and I flew Turkish Airways Business Class from Dulles International Airport to Tel Aviv, via Istanbul. We had a wonderful experience and were pleased with almost every aspect of our flight. On our return, my husband, who cannot tolerate fish, was disappointed that both of the meals served to us were fish, and when asked for customer feedback upon our return mentioned that in an email.* *Turkish Airways was so kind as to issue us a complimentary Business Class upgrade for a flight to be used within the next year, depending on availability. TK-******* We were told that this upgrade was not tied to purchasing a ticket in a particular class, but that because it was a complimentary upgrade, we could use it as long as there was a business class seat available on that flight. We were very pleasantly surprised by this generous offer and looked forward to using it on an upcoming flight.* *My husband tried to use the upgrade in May as well as October, and was told that there was no availability in Business, however when he was on the plane, the business classes of both planes had plenty of open seats.* *I spoke with a very pleasant man on February *, **** Baruq, in your Customer Relation Department, and explained to him that I would like to use this upgrade, but that I did not wish to purchase my ticket until I knew that the seats were available to use the upgrade. We were on the phone for over an hour, while he checked the seats for me, and assured me that although he had to open an official request for the use of this upgrade, because it was a COMPLIMENTARY upgrade I would have no problems at all since there were plenty of seats available. TK- *******.* *This morning, I received an email stating that unfortunately there are no business class seats available on any of the flights that I booked and therefore I am not able to use my upgrade. However, when I go online, I am able to see that should I wish to purchase one, Business class tickets are available for sale.* *I am EXTREMELY frustrated at this point. We received this upgrade, which expires at the end of the month, and have been unable to use it. Additionally, I only purchased this most recent ticket because of the assurance of your costumer service representative that I would have NO problem using the upgrade. Otherwise, I would have gone with another airline and purchased a ticket through them. I purchased this ticket well in advance so that I would have the possibility of using my upgrade, and that there would be business class tickets available, and your customer service agent assured me this was so. He even kept reiterating to me that should I have a problem, all calls are monitored and recorded so we could go back and find that call.* *This morning, I sent a Facebook Message stating my dissatisfaction to Turkish Airlines, and they have apparently opened another ticket, *******, to look into my response to our initial request. * *This is a very frustrating matter that seems to be fairly simple in its resolution. I planned my trip to accomodate the restrictions put on the upgrade, I complied by all the terms that Turkish Airlines had placed in effect. I have tried my best to be a loyal customer and come back to you due to your excellent customer service in flight, but I am sorely disappointed in the customer service I am finding outside of your airplane.* *My upcoming trip is for * short days. I need to be able to sleep comfortably and arrive refreshed-- an experience much easier had in Business class, than in coach. Unfortunately at the moment I cannot simply purchase myself an upgrade to Business, nor should I feel I have to when this upgrade should be available to me.* *Thank you for your interest and concern and for looking into this matter for me. It was suggested to me that I go on a "smear campaign" on Social Media. This is not how I operate and I have no interest in bashing an airline that I have had very pleasant experiences with. I hope to continue to be able to enjoy your Airline in the future and look forward to hearing from someone shortly.
GetHuman2211379 did not yet indicate what Turkish Airlines should do to make this right.
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