Turkish Airlines Charged $972 Despite Free-Change Policy

I am submitting this complaint regarding Turkish Airlines reservation PNR SEA8Q5, originally ticketed on January 6, 2026, for travel to Jordan. Turkish Airlines published an extraordinary-situation policy covering Jordan stating that qualifying reservation changes for travel between February 28 and June 30, 2026 would be made free of charge for tickets issued on or before February 28, 2026. My trip fell within this period. On March 6, 2026, I changed my reservation through the Turkish Airlines website. During the transaction, my reservation page specifically stated: “Your ticket includes the right to cancel or change flight free of charge.” I relied on this representation when proceeding with the change. Despite this clear statement on the Turkish Airlines website, I was charged $972 for the change. I provided Turkish Airlines with its own published announcement and the screenshot from my reservation showing that the change was free of charge. Since June 3, 2026, I have repeatedly asked Turkish Airlines to refund the charge and explain why its own system showed a free change if my reservation was supposedly not eligible. Turkish Airlines has not given any clear explanation. Most recently, under feedback reference TK-14251396, Turkish Airlines again denied my request without identifying which specific policy requirement my reservation failed to satisfy and without explaining the contradiction between its written policy, the message shown in my reservation, and the charge that was applied. I am not requesting a goodwill exception; I am asking Turkish Airlines to honor the policy and information it presented to me at the time of booking and change. I request a full refund of the $972 to my original form of payment, written acknowledgment that the charge was inconsistent with the published free-change policy and the message shown in my reservation, and a written apology for the incorrect charge and repeated failure to address the evidence I provided. If Turkish Airlines continues to insist that the charge was correct, I ask it to clearly state which exact eligibility requirement my reservation allegedly failed to meet and explain why its own reservation system stated that my ticket could be changed free of charge.