I Face Flight Reschedule And Refund Refusal By Southwind Airlines On Antalya-Moscow Ticket

On November 4, 2024, I purchased a round-trip ticket from Antalya to Moscow, with a scheduled departure on November 11, 2024, at 07:05 from Antalya Airport. This booking was made specifically so I could attend an important meeting in Moscow at 14:30 the same day. The booking confirmation email clearly shows the original flight time.

However, today I was contacted by Enuygun representatives and informed that my flight had been rescheduled to 19:55 on November 11. Since this change made it impossible for me to attend my scheduled event, I immediately requested a cancellation and refund. Enuygun told me they would contact the airline, but after about 1.5 hours, they informed me that Southwind Airlines refused to approve a refund.

As a result, I directly contacted Southwind Airlines on November 9, 2024, at 14:24 for a 7-minute call. During this call, they first asked for my PNR code. Since the PNR format issued by Enuygun did not follow the standard format, I was assisted using my passport number instead. Southwind Airlines insisted that “the ticket was originally booked for the 19:55 flight on November 4” and claimed that no mistake had been made on their part. They shifted responsibility entirely to Enuygun, refusing to resolve the issue.

According to the official Passenger Rights documentation, I am entitled to a refund in the case of a 12-hour delay or rescheduling. Therefore, not only do I demand a full refund of my ticket, but I also reserve the right to claim additional compensation for the disruption and financial losses I incurred.

Due to the urgency of my meeting, I had no choice but to purchase a new ticket with another airline. The mishandling of this matter by Southwind Airlines has caused significant financial and personal inconvenience. If this situation is not resolved, I will escalate my claim to Consumer Rights authorities and pursue full compensation.