Inadequate Services for Elderly and Disabled Passengers on Turkish Airlines

On September 17, 2023, we arrived at Almaty Airport at 08:30 for our 10:45 Almaty-Istanbul journey on THY flight 1353 TK. After completing the normal procedures, we boarded the plane around 10:15. My wife Nermin O******** and I, Mehmet Azmi O********, took our seats at 7A and 7B. The plane departed exactly at 10:45. During the flight, I informed a flight attendant that my 76-year-old wife Nermin O******** has heart rhythm insufficiency, diabetes, macular degeneration, and knee problems, which cause her difficulty walking. Therefore, we requested vehicle support upon our arrival at Istanbul Airport. The flight attendant was very attentive and said she would inform the Captain Pilot. Upon landing at Istanbul Airport, a special vehicle with special equipment took us through a separate gate and brought us to the first section. After waiting there for 30 minutes, we were taken to a section that serves disabled passengers. In that section, there were 2 female and 2 male staff members. The male staff member on the far right took our tickets and said we were second in line for service. After an hour, I expressed that we were running late to collect our passports and luggage, and he asked if a reservation had been made for the service. I replied that the reservation was made by the pilot of the 1350 TK THY flight. In response, he said services are provided in order. Despite no other passengers waiting, after 1.5 hours of waiting, I took our tickets back from the staff member. Together with my wife, who has walking difficulties, we completed the green passport checks within 15 minutes. However, we couldn't find our 3 luggage items in the designated area. After some investigation, we found them in the THY baggage services depot and collected them. Due to my wife's walking difficulties, it took us 1.5 hours to reach exit gate B with the rented transport vehicle, taking frequent breaks for rest. If requested, I can provide my wife's medical reports. I am complaining about the staff who deliberately made us wait and avoided providing service. I would like to thank the Captain Pilot of flight TK 1350 and the flight attendant who conveyed our request. As a retired TSK member, I am very grateful.