Flynas Canceled My Flight and Refused Hotel Accommodation After Promising It
On March 29, 2026, our Flynas flight XY557 from Jeddah to Istanbul Sabiha Gökçen Airport was first delayed by approximately one and a half hours and was then completely canceled.
Following the cancellation, Flynas representatives at the airport informed us that hotel accommodation would be provided and that we would be entitled to a free ticket change. Our tickets were subsequently rebooked for March 30, 2026. However, after initially promising accommodation, Flynas later informed us that we would not be provided with a hotel because we had entered the country using a tourist visa rather than an Umrah visa.
We find it difficult to understand how the type of visa held by passengers can eliminate an airline's responsibility to assist travelers affected by a flight cancellation. In our view, this distinction was unfair and significantly increased the inconvenience caused by the canceled flight.
As a result of the cancellation, we were forced to remain at the airport until approximately 3:40 PM on March 30. We were then required to travel on an alternative routing, first flying to Riyadh and then continuing onward to Istanbul Sabiha Gökçen Airport.
The disruption created serious financial consequences. Because our arrival in Istanbul was significantly delayed, we missed the originally scheduled transportation service that was supposed to take us from Istanbul to Manisa. To continue our journey, we were forced to arrange alternative transportation at an additional cost of ₺20,000.
In addition to this unexpected transportation expense, we also incurred accommodation-related costs and other expenses directly resulting from the cancellation and delay.
What made the situation even more frustrating was the attitude of the Flynas representatives at the airport. Rather than offering assistance, understanding, or even an apology, we were met with responses suggesting that the situation was “not their problem.” This lack of responsibility and customer care greatly increased the stress and inconvenience we experienced.
I respectfully request that Flynas reimburse all expenses caused by the cancellation of flight XY557, including the additional ₺20,000 transportation cost and any accommodation expenses incurred as a result of the disruption.
I also request a formal explanation regarding the decision to deny hotel accommodation after it had already been promised, as well as a written response addressing the handling of passengers affected by this cancellation.
As an airline that values customer satisfaction and passenger rights, I expect Flynas to acknowledge its responsibility in this matter and provide fair compensation for the financial losses and inconvenience caused by this disruption as soon as possible.
