I Missed Turkish Airlines flight Due to Ticket Not Showing in System

I purchased round-trip tickets for three people from Turkish Airlines for the route Sabiha Gokcen - Pristina, dated 04/05/2024 and 04/12/2024. One ticket included baggage allowance, while the other two did not. We used our outbound tickets to Pristina without any issues. However, when it was time to use our return tickets, we were informed that the ticket with baggage allowance was visible in the system, but the other two were not. The staff at Pristina Airport told us to wait while they contacted the company to resolve the issue. Our flight was scheduled for 3:00 PM Kosovo time. Despite repeatedly calling both Turkish Airlines and the agency to avoid missing the flight, no solution was found, and we missed the flight. Turkish Airlines admitted multiple times that the problem was on their end but took no action. We were stranded at Pristina Airport with our luggage. Despite emphasizing the urgency of the situation, we received no response. We were told to create a feedback report, which we did with the number TK-10654659. When we inquired about the status of the feedback, we were told it would take 2 to 7 days for a response. We were essentially told to wait for days on the benches at Pristina Airport without knowing what would happen next. Although we made no mistake as customers, we received no assistance despite asking for help for nearly 6 hours. The agency directed us to Turkish Airlines, and Turkish Airlines directed us back to the agency. I bought my ticket from Turkish Airlines and consider them my point of contact. If there is an issue with their transfer to the agency, Turkish Airlines should inform me. After 6 hours of effort, we finally got seats on a flight to Istanbul Airport at 8:15 PM. There was no support on how to get to Kocaeli from Istanbul Airport at midnight. When I spoke to Turkish Airlines representatives upon landing at Istanbul Airport, they said they could do nothing and that the issue could be resolved through customer service within 2-7 business days. They also suggested waiting on the benches until morning. Absolutely no staff provided any support. We were put through a difficult time both financially and emotionally. It is very surprising to see such indifference in a situation where the company admits full responsibility.