We were scheduled to fly with Azal Airlines on Tuesday, April 8 at 22:55. We completed our check-in and arrived at the airport entrance at 22:06. When we tried to proceed through passport control, our passenger was denied entry because the boarding pass didn’t have a QR code. Even though we had valid tickets, we couldn’t move forward.
We went to the check-in counter, where we were redirected to the information desk, but they didn’t know what to do. They sent us to the ticket office, where the staff tried to help, but ultimately couldn’t resolve the issue. We even have recordings of our call with Azal’s customer service, but they simply said: “It’s not our responsibility. Solve it at the counter.” When I told them no one was at the counter, they just repeated, “That’s not our problem.”
There were still more than 30 minutes before the flight, and even the passport control officer tried to help by calling someone on our behalf. Still, no Azal staff showed up to assist us. The lack of interest and professionalism from the personnel was unacceptable. On top of that, the customer service representative spoke to us in a dismissive tone and kept saying, “This isn’t our issue.”
I paid ₺11,600 for a ticket that should’ve cost ₺5,000, and what I received in return was zero service. I booked through Enuygun, but they couldn’t help either.
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