Due to the misdirection by THY staff and system deficiencies at Ataturk Airport, our Istanbul-Bingol flight scheduled for July 27, 2023, did not take place, resulting in significant financial and emotional distress.
As detailed below, a trip planned months and reserved for my family was disrupted due to system and personnel issues, leading to financial and emotional losses that we request be compensated. A reservation for five people was made in December 2022 from Istanbul to Bingol.
On June 19, 2023, this reservation was updated. On Thursday, July 27, 2023, at 12:30 PM, we arrived at Istanbul Ataturk Airport to complete our flight for which we had checked in a day earlier.
During the baggage drop-off, the staff requested the credit card used to purchase the tickets eight months ago. We informed them that the card had expired and showed the new card issued by the bank.
The staff stated that they could not complete the transaction and directed us to another staff member. This person advised us to call the bank's Customer Service and ask them to remove the security code. Despite waiting on the phone for a long time, no progress was made in resolving the issue with the bank's Customer Service.
Forty minutes before the flight, we were asked to speak with THY Ticket Management. The manager there apologized, stating that the two previous staff members could not complete the transaction due to a lack of information and that it was now too late to board. He mentioned that if the first staff member had directed us to him, we would have completed our flight without any issues.
Given this situation, we will now travel to Bingol by private vehicle to avoid disrupting our family plans. We believe we have been wronged by this process. Why were we not informed that the credit card needed to be current? If the expired card was an issue, why were we allowed to complete the ticket update? Why were we allowed to complete the check-in process without any problems?
As the Ticket Management manager mentioned, this issue could have been resolved easily. Why did the staff neglect to direct us correctly? Besides the emotional impact, we also incurred financial losses. We request that THY cover these expenses, which were not caused by us.
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