Issue with Turkish Airlines International Flight and Customer Service

I purchased a round-trip ticket for my son from Ankara to Turin (Italy). The departure was on April 10th, and the return was on April 12th. However, due to extreme congestion at passport control in Rome, he had to wait 2.5 hours for his turn, causing him to miss his connecting Alitalia flight. Consequently, my son had to purchase another ticket from Alitalia. Despite calling Turkish Airlines customer service five times and speaking with five different representatives, the issue remains unresolved. I have not received any response regarding my son's return ticket on April 12th. I am seeking assistance from the concerned parties. Our ticket is from Ankara to Turin. The delay in Rome is not our responsibility. Although my son had no fault in the flight process, my requests are as follows: 1. The Rome-Turin ticket should be kept open, 2. Confirmation on whether there is any issue with the Turin-Ankara flight on April 12th. Thank you.