Misinformation of Turkish Airlines' Employee Resulted in Financial Loss
On 28.10.2023, I purchased one-way tickets from Istanbul to Miami for my spouse and myself using my miles. When I tried to buy return tickets separately because I couldn't use miles for them, I found out that buying one-way tickets was much more expensive than purchasing round-trip tickets in business class. Before buying the tickets, I specifically asked the call center employee at 18:01 if there was any difference between buying one-way and round-trip tickets at least twice, and I was assured there wasn't. Immediately after the call, I bought the one-way tickets using my miles through the app and also purchased a seat for my spouse. As a result, I sent this complaint to THY for feedback. They responded via email, stating that they reviewed our conversations and acknowledged that the employee provided incorrect information. However, they also mentioned at the end of the email that since I accepted the terms and conditions when purchasing the tickets through the app, they couldn't refund my expenses. They admit their employee misled me, but when it comes to refunds, they hide behind the terms and conditions. If that's the case, they should completely close down phone consultations and only provide service through the app. I paid $140 to change the existing tickets and the ₺4000 seat selection fee was not refunded.
