TRYSubject: Turkish Airlines did not refund of Prime Fly ticket fee Turkish Airlines feedback no: TK-8897522 From THY website on 23.04.2023; I bought two tickets 1) 23.06.2023 at 22.20 Istanbul Airport (Ist) -Antalya Airport (AYT) departure, 02.07.2023 at 12.15 Antalya Airport (AYT) -Istanbul Airport (Ist) for return. The price for 1 ticket ise 1,313 TRY. The total price is 2,626 TRY. I paid more than the normal ticket price by choosing the "Prime Fly" option (free refund for cancellations up to 12 hours) for both tickets separately. I wanted to cancel my outbound flight from the website on 08.06.2023 (15 days before my outbound flight). However, the website calculated a refund of 210.39 TRY instead of 1,313 TRY. Upon calculating an amount that is much lower than promised, I called the customer service on 08.06.2023, at 15.40. and spoke with the customer representative for 10 minutes 57 sec. Even though I wanted to cancel 15 days before the flight, the customer representative said that they could not refund at that time due to a systemic situation and said, "Because I bought a round-trip ticket, my outbound flight cannot be refunded before my return flight takes place, and he customer representative has suspended my outbound flight" and he also said if I will call customer service again after the return flight, I will get the full refund fee (1,313 TRY) without any deductions. After I take return flight, I called customer service on 03.07.2023, as stated by the customer representative. This time, another customer representative said that only 60 TRY refund appeared in the system and that I had to state my complaint in the "feedback" section on the website. I gave feedback (TK-8897522). After almost 2 weeks, still no response. Regarding the refund on the website, “There is no deduction for cancellation and refund transactions made on the ticket 12 hours or more before the flight.” that the entire fee will be refunded. As stated in my phone call on Thursday, 08.06.2023, I request a refund of the entire fee of 1,313 TRY. 14.07.2023
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