THY Flight Ticket Refund Request for Three Tickets
On 17.07.2024, I purchased three tickets for the TK2653 flight from Erzincan (11:20) to Istanbul (13:25). However, we were not allowed to board the plane because I didn't have my children's IDs with me. I informed the ground staff (Celebi Ground Services) at the last gate that I had screenshots of the IDs on my phone and that they could match the Turkish ID numbers. One staff member, who seemed inexperienced, asked their supervisor and informed me that it was not acceptable. When I tried to explain my situation to this supervisor, they turned their back on me and walked away. I was surprised by the indifferent attitude of the staff representing THY, a well-established and large company. When I asked for the name of this staff member, I received no response. No additional information was provided about what we could do. Later, I was directed to another staff member. I asked if I could present my children's IDs via e-Government, and they responded with 'I don't know.' They mentioned that if I obtained a document from the Population Directorate, it could serve as an ID, but by then, the plane had already departed. They said I could catch the next flight if the documents were ready. Later, I was informed that my ticket was non-refundable and non-changeable. When I asked for the name of the responsible staff member again, I received a vague response like 'the staff working at this hour are known, it will come out.' I ended up paying for a service I didn't receive. Subsequently, I had to purchase bus tickets for three people (₺3000) to complete my journey. The trauma my children and I experienced, along with the lost time, caused me to be a day late for work. Although it was my mistake not to have my children's IDs with me as per the procedure, I had hoped to encounter more sensitive and properly guided staff. While I cannot recover the lost time, I am requesting a refund for the tickets of the flight we couldn't board. After all, I am a worker earning a modest salary. Considering that customer satisfaction is crucial for a well-established company like THY, I hope you will act sensitively. Sincerely...
