Rude Responses Of Turkish Airlines Personnel

On around 09.08.2023 at 14:10, at Ankara Airport, I approached the gate personnel (named SEVC** K***) to inquire about the boarding procedures. Unfortunately, the response I received, accompanied by a rude eye roll, was quite surprising. She retorted, "The plane hasn't arrived yet, how are we supposed to proceed?" and proceeded to roll her eyes while fiddling with her phone. I tried explaining that I was seeking information and how could I know when procedures can commence without knowing when the plane would arrive. However, she continued to disregard my questions and focus on her phone. Later, when other passengers inquired about the boarding procedures, I personally heard responses like, "Well, sir, as you can see, the plane hasn't arrived yet. You can check its arrival time. I'm not certain, it could be 20 minutes or more." Another customer received a similar reply, "The plane hasn't landed. You can leave once it arrives. Until then, we need to keep you here!" These responses are indeed perplexing. I work in the service industry myself, serving as a receptionist in luxury hotels. I share a similar role to Sevc** K*** in terms of guiding, informing, registering, and delivering accurate and courteous information. However, it seems that THY (Turkish Airlines) employees are falling short of fulfilling this role effectively. There's a noticeable lack of training among your employees, particularly in the realm of effective communication with guests. I've brought this issue to your attention here and expressed my wish to speak with someone authorized to address a complaint against the employee Sevc** K***. Unfortunately, there hasn't been any such contact, and even if it were to happen, I anticipate that it might result in a rebuke. It's disheartening that a significant company like THY is providing such dismissive responses. These incidents are not isolated; they occur when asking simple questions. I would deeply appreciate your consideration of this matter. If necessary, I'm prepared to escalate my complaint through various channels.

Best regards.