Issues with THY Flight and Unmet Requests for Wheelchair Service

On Tuesday, July 16, 2024, at 23:50:32, I purchased ticket number 2352231935961 for my wife's mother to travel from Egypt to Izmir. My wife's mother is over 60 years old, illiterate, and does not speak Turkish. Therefore, I requested wheelchair service for her and this service was confirmed. I repeatedly confirmed this with customer representatives at 444 0849 and 850 333 0849.

The passenger boarded the plane from Cairo/CAI Airport with a wheelchair and landed at Istanbul Airport around 04:40. However, wheelchair service was not provided and she was forcibly removed from the plane. I immediately reported this to customer service and at 444 1442 – 0212 463 40 63. At 05:56, I was called from the number 0539********38 and informed that the passenger had been reached. However, at 06:26, I was told that her visa started on July 22 and a new visa was needed. I had to obtain a new visa, and due to the late notice, the passenger missed the flight.

Subsequently, I contacted the customer communication center again and had to purchase ticket number 2352231329970 from Istanbul to Izmir for ₺6918.84. I reconfirmed the wheelchair service for this ticket. I was in contact with the responsible person at 0507*******37 from 08:14 and directed the passenger and her luggage to the plane. The plane landed in Izmir at 12:15, and I met the passenger at Izmir Airport with the representative Cane Bey at 0543*******52.

The passenger's luggage was not found in the baggage claim area. I spoke with the THY responsible lady at 0507*******37, who said that the Izmir THY officials were unaware of the luggage and that they had placed it on the arriving plane and asked us to wait. Hours passed, and the elderly passenger was left hungry and thirsty, affecting her psychological and physical health. I spoke again with the THY responsible lady at 0507*******37. Despite suggesting that the luggage might be in the international section, I received negative and hurtful responses. I contacted the Izmir Airport THY wheelchair responsible lady at 0543*******95 and decided to check the international section. After hours, the luggage was found in the lost and found section of the international terminal.

My Requests:

1. Compensation for all the inconveniences experienced by the passenger.
2. Refund of the ₺6918.84 spent on the last ticket purchased.
3. Punishment of those responsible for the issues and taking necessary precautions.