On 19.07.2024, I received an SMS notification during my transit to the airport that the 16:25 Istanbul Airport - Trabzon Airport flight was canceled. After a long wait, I managed to reach a customer service representative.
Since all my plans were based on today's flight, I persistently asked if there were any other flights available today. They informed me that the nearest available flight was on Monday, 22.04.2024 at 11:10, and I had no choice but to accept the free ticket change.
Later, by chance, I checked the THY mobile app for available tickets and found a seat on the 19.04.2024 flight at 19:55, which I immediately purchased to avoid it being sold out. I then called customer service again to explain the situation and requested a full refund for the ticket I had postponed to Monday, despite being told earlier that there were no suitable flights for me today.
Customer service representatives stated that they could only refund the ground service tax of ₺109. However, the more interesting situation is that the ticket I purchased is subject to a ₺375 cancellation fee if canceled more than 12 hours before the flight. Despite the issues caused by THY today, their customer service is indifferent and irresponsible, treating citizens as if they are to blame. Everyone should know that THY is one of the most valuable brands in this country.
The management of this institution cannot inconvenience any citizen. THY has no right to cancel a flight I booked days in advance and planned everything around just 3 hours before departure, causing me financial harm. Customer service claims that I used my one-time free change right.
Yes, a change was made, but I was offered a ticket 3 days later. However, if I can purchase a ticket on the same day with my own money, this is not a privilege granted by THY. I urgently demand that THY correct this wrong practice and resolve my inconvenience.
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