Turkish Airlines and Anadolu Jet Staff Information Deficiency and Boarding Issue
On 13.08.2023, my spouse and I had a THY flight from Istanbul Airport to Ordu-Giresun Airport at 16:00. We couldn't complete the self check-in and no one assisted us. Due to only 4 staff members working in the huge airport, we lost time in the queue. By the time it was our turn, it was already 15:19.
Your staff informed us that the check-in was closed and directed us to ticket services to transfer to the next flight. Despite explaining that it wasn't our fault and we lost time in the queue, they didn't process our request.
At the ticket services, we were told that the next flight was at 22:00 with a transfer from Ankara to Ordu and the difference would be ₺6,482. Both of us were working and had work the next day, so we had to take it. And this amount was too high.
Later, we got in line again to check-in. The counter at Istanbul-Ankara flight checked us in, but the Ankara-Ordu flight couldn't be checked in due to a system issue; we were told to check again in half an hour.
We got back in line after 1 or 1.5 hours. This time, a lady at the counter told us, 'check-in can't be done, there is a system issue; Ankara knows about it. You can directly proceed to the transfer flight.' When we asked if we would face any issues since our flight was already canceled, she assured us, 'No, you definitely won't face any issues; Ankara is aware.' However, Ankara did not know of this.
Our Ankara-Ordu flight was with Anadolu Jet. When we called Anadolu Jet, they said there was a system issue and there was nothing they could do, and they didn't assist us at all. Despite calling THY call center at 005071891** and 005345676***, they said there was nothing they could do as the system was down.
Already mentally exhausted from missing the 16:00 flight, no one supported us, and we tried to resolve the issue ourselves. My spouse had to speak sternly at the ticket services, and they directed us to the THY supervisor.
Your supervisor said, 'There is no system issue, the plane is closed; I will open it immediately' and resolved the issue. If it was this easy and simple, why did we have to struggle on our own? In this situation, we request a refund of the ₺6,482 we paid and support regarding the resolution.
