This will be a long complaint, so I'll start with a summary. Due to an error by Turkish Airlines, I had to spend three days in a country I visited for tourism, and Turkish Airlines is blaming me for the issue. On July 4, 2024, my flight from Cali (Colombia) to Barcelona (Spain) (CLO-BOG, BOG-Istanbul, Istanbul-BCN) was canceled due to a technical error by Turkish Airlines (Avianca, the codeshare partner, stated that Turkish Airlines canceled my reservation without my knowledge).
Despite spending 3 hours at Cali Airport, the only suggestion from Turkish Airlines' call center was to send an email for review or resolve the issue at the airport. Even after three weeks, Turkish Airlines is still blaming me and refusing to cover my expenses (I had to book a new flight at the last minute and spend three extra days in Colombia).
I incurred around €1000 in total expenses, including the new flight ticket. My flights were business class upgrades, and I am an Elite Plus member, so overbooking was not the issue. The problem is not just the cancellation but also the subsequent experiences.
I spent a total of 6 hours on the phone with Turkish Airlines' call center during this period, but they ultimately blamed me, stating that I did not try hard enough to resolve the issue at the airport (despite the call center conversations being recorded, totaling nearly 2 hours).
It seems the call center's goal is not to resolve issues but to brush customers off. As I mentioned, I am an Elite Plus member and fly at least forty times a year. After this incident, I will avoid flying with Turkish Airlines unless absolutely necessary. I hope someone from Turkish Airlines sees this complaint and realizes how far their customer support is from providing solutions.
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