Southwind Airlines Denied Boarding, Humiliated Family, and Caused Severe Emotional Distress

On August 26, 2025, I purchased tickets for my wife and 12-year-old son on Southwind Airlines flight 2S-012 from Moscow (SVO) to Antalya. The reservation code was R1SUNH, and the total payment was ₺20,500.

Although the carry-on allowance was 8 kg, the staff at the gate suddenly claimed it was 5 kg and denied boarding. My wife explained that our son suffers from anxiety disorder (medically documented) and is under treatment, but instead of offering understanding, the Russian staff members at the gate behaved rudely and humiliatingly. One female staff member even told my wife, “Maybe you have psychological problems too.”

As a result, my son experienced severe stress, wet himself, and his ongoing treatment was seriously disrupted. Both were left stranded at Moscow SVO Airport at 1:00 AM, their tickets voided. After waiting eight hours, they had no choice but to purchase new tickets from Aeroflot for 48,000 rubles. Throughout this ordeal, no Southwind Airlines official provided support, documentation, or a written explanation.

This was the first time we have ever experienced such mistreatment, and it caused both financial and emotional damage:

We lost our original tickets (₺20,500),

We incurred additional flight costs of 48,000 rubles,

Our son’s mental health treatment was harmed,

My wife and son were subjected to disrespectful and humiliating behavior by airline staff.

I demand that Southwind Airlines refund the full cost of our unused tickets and issue a formal written apology for the unacceptable treatment of my family. As a consumer, I expect both financial compensation and acknowledgment of the emotional harm caused.