Issue with Turkish Airlines Refund and Customer Service
I purchased round-trip tickets from Izmir to Ankara and back for two people for the date of 20.04.2024 through Enuygun. Later, the date changed, and we contacted Turkish Airlines to reschedule our tickets to 19.04.2024 by paying the 'difference fee'. However, things did not go as expected, and we had to cancel our trip.
Today, when I called Turkish Airlines, the representative Mr. M*** said, 'We cannot process this, please contact Enuygun.' When I called Enuygun, they said, 'Since you made a ticket change, your transactions have been transferred to Turkish Airlines, please contact them.' For two hours, as shown in the visual, I have been trying to resolve the issue by going back and forth between these three numbers.
Finally, Turkish Airlines said, 'This is not Enuygun's issue, create a refund form with us, and we will get back to you within seven days.' After two hours, they informed me that I could resolve this issue with them. Every representative answering the call acts as if they are chatting with friends from home. They address me as 'sir' or 'madam' instead of using my name, constantly put me on 'mute', and there is absolutely no professionalism. I have been working in this sector for seven years and have never encountered such a call handling process. I urge you to resolve my refund issue and urgently review your call center team.
There is still no development or feedback on the matter. Look at the well-established company where we sought professionalism. As a result, we are being utterly disgraced. When it comes to buying tickets, you eagerly tell us to take advantage of this and that opportunity, but when it comes to refunds, you keep making us suffer!
