Turkish Airlines Canceled My Return Flight and Provided Conflicting Information

On July 2, 2024, I purchased a Turkish Airlines ticket from Istanbul to Bangkok, with the outbound flight on July 3, 2024, and the return flight on July 13, 2024. On July 3, 2024, at 22:09, I received an email stating that my return flight had been canceled. When I called customer service on July 4, 2024, they informed me that I had canceled the ticket myself.

I asked how this could happen and was directed to submit a detailed report on the THY customer service website. The customer service representatives I spoke with were polite and helpful, but all responses were negative. Initially, they claimed the cancellation was done via the mobile app on July 3, 2024. I responded that I do not use the mobile app and that I was on the plane from 16:25 to 06:05. The transaction time was listed as Wednesday, July 3, 2024, 19:08:29 UTC.

In the next email, they stated that the transaction was done via the web. I again reiterated that I was on the plane at that time, making it impossible for me to cancel the ticket. Furthermore, I pointed out the inconsistency in their responses—first, they said it was the mobile app, and now they claim it was the web. I requested that they perform a proper check.

Typically, when we purchase tickets or make changes, we receive both an email and an SMS, but this time no SMS was received. I also asked for the IP address from which the transaction was made.

Today, I received the following email:

"Dear S***** Ş**, As Turkish Airlines, we conduct all our activities within pre-established rules. Tickets that have been refunded cannot be reactivated. Therefore, we cannot process your request favorably. Upon your request, we re-examined your previous feedback. Our checks confirm that our previous actions and the evaluation process adhered to all rules and practices. Unfortunately, we cannot deviate from these practices concerning your request. Thank you for your understanding."

Once again, the response was negative. Additionally, I had to purchase a new return ticket for 50,289.00 THB. I respectfully request that my grievance be addressed.