FlyOne Would Not Let My Father Board a Flight for a Funeral
On August 25, 2025, we purchased a FlyOne ticket for my father departing from Istanbul Airport. The purpose of this trip was extremely important, as he was traveling to attend the funeral ceremony of his late Ukrainian wife. Unfortunately, despite having a valid ticket, he was unable to complete his journey due to serious failures in FlyOne’s systems and customer support services.
The airline’s online check-in system did not function properly, preventing us from checking in before the flight. We repeatedly attempted to contact the phone numbers listed on FlyOne’s website, but we were unable to reach anyone who could provide assistance. When we arrived at the airport, we also encountered problems completing the check-in process there. Despite the airline’s online and airport systems failing to operate correctly, no effective support or solution was provided.
To make matters worse, when we attempted to check in for the following day, we were informed that an additional fee would be required. Furthermore, no one at the airport properly directed us regarding the correct gate or boarding location. As a result, the ticket became unusable, and my father was unable to take the flight.
Because FlyOne does not maintain adequate local representation or accessible customer support, we were left without assistance during a highly emotional and time-sensitive situation. Ultimately, we were forced to purchase new airline tickets, resulting in significant financial loss in addition to the emotional distress caused by missing such an important family event.
We request that FlyOne investigate this matter thoroughly, compensate us for the financial damages we suffered, and provide a clear written explanation regarding the failures in the check-in process, customer support, and airport assistance. We believe this situation falls far below reasonable standards of passenger service and expect an appropriate resolution.
