Issue with Turkish Airlines Flight Change and Payment System
I contacted Turkish Airlines to postpone my Doha-Istanbul flight (VZ3H68) by one day due to an extended trip. With the help of a customer representative, I changed my ticket to the same time the next day and accepted a high fee of ₺9800. The representative transferred me to an automated voice system for payment. I entered my credit card number correctly within the given time. However, the system confirmed numbers that had no relation to what I entered. Due to incorrect information, I spoke with the representative again, was transferred back, and tried again. The same error occurred. The representative told me I could get my ticket from the Turkish Airlines office at Doha Airport (which does not exist, and the ticket office only handles sales, not changes).
To ensure my ticket on the same day, I tried multiple times with different phones and credit cards. Each representative I spoke to directed me to the non-existent airport office when the system errored. I also tried through the app but failed again. A senior representative told me 'sometimes it doesn't work' (not a satisfactory answer).
On the day of my flight, I checked out of my hotel and called Turkish Airlines again for payment, encountering the same system error. After speaking with a representative, my ticket issue became even more complicated, and I was asked for ₺18000 as a fare difference. The representative suggested I submit feedback, which I did, and called again, mentioning my flight was soon. They assured me I wouldn't be inconvenienced. Hours passed, I went to the airport, but no one contacted me, and I couldn't get the ticket as there was no sales office.
After much difficulty and using only our own resources, we purchased the ticket for ₺18000. We traveled on a cramped, small plane not even used by the cheapest airlines for short flights. Who will account for the four stressful hours I endured due to the faulty voice system, inability to pay through the app, incorrect information from representatives, delayed response to my feedback, and the extra ₺18000 I paid? Attached is the iconic email I received after returning to Istanbul. Disappointing...
