Turkish Airlines Delayed My Flight and Provided Poor Customer Service
On October 3, 2023, I set out to travel from Istanbul to Giresun with THY. While on my way to the airport, I received a message indicating a 2-hour and 15-minute delay for my flight. Upon arrival at the airport, I could not get any information or assistance from the staff other than the information displayed on the boards about the delay. Due to the delay exceeding 2 hours, I asked the staff where I could get the complimentary hot and cold beverages defined in passenger rights, but I did not receive an answer. After asking around, I finally learned that the refreshments would be provided at the boarding gate. However, the flight information changed again, and the delay extended to 2 hours and 35 minutes, with the boarding gate information being announced only 1 hour before the flight. I spent 5 and a half hours at the airport that day, and during this time, there was no information provided, nor could I find any officials at the airport.
When I filed a complaint about the issue, I received an email response stating that information was provided on the flight screens (there was no information other than the change in flight time) and that they would consider any expenses if I provided receipts. I mentioned that there were no officials and no information provided at the airport, but THY gave me irrelevant responses.
Unfortunately, it seems that there are no knowledgeable or authorized personnel among those who read and respond to complaints in customer service.
