We purchased a round-trip ticket between Istanbul and Moscow through Southwind Airlines. Before our outbound flight from Istanbul to Moscow on December 31, 2025, flight number 2S-085, the system forced us to select seats by paying an additional fee in order to complete online check-in. Because we were unable to receive any support, we had no choice but to pay for seat selection. During this process, we repeatedly tried to contact customer service by phone, but none of our calls were answered. In order to avoid problems before the flight, and without being able to reach any representative, we were forced to complete paid check-in through the online system. When we arrived at Istanbul Airport, despite the fact that our ticket included a cabin baggage allowance and that we have used the same carry-on suitcase for years without issue on other airlines, our bag was refused on the grounds that it was “too large.” We were told that Southwind Airlines applies different cabin baggage size standards, and the situation was almost justified by comparing the airline to Turkish Airlines, with remarks such as “you wouldn’t be able to buy a ticket at this price from them anyway.” Moreover, even though we had already paid extra for online check-in and seat selection, we were told that the suitcase had to be taken into the cabin and that if we wanted to check it in instead, we would have to pay an additional fee. When we requested that the cabin baggage right we had already paid for be applied to this bag, that request was also refused. When we attempted to make the payment by credit card, we were told that the card could not be processed. Throughout this entire process, we again received no support from customer service and could not find any responsible point of contact, and as a result we were forced to pay twice—once for online check-in and seat selection, and once again for baggage. In the end, we regretted not purchasing our tickets from Turkish Airlines, because although the total amount we paid ended up being nearly the same, we experienced far more problems and hardship. Due to this ordeal, the ticket effectively cost more in trouble than it was worth. I am requesting that all of these issues—from the online check-in process to baggage practices and the lack of customer service—be thoroughly reviewed, that the unfair and arbitrary baggage fees charged be refunded, and that the necessary measures be taken to prevent similar situations from happening again.
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