Turkish Airlines Extra Paid Seat Were Not Available During Check-In

I purchased a tour from a company. The plane tickets for the tour were provided to me. I paid an extra ₺12,000 on the THY website for seats with more legroom. When I tried to check in 24 hours before the flight, the system assigned me a different seat because my ticket was purchased by the tour company. When I called THY, they informed me that the tour company bought the tickets in bulk and they couldn't intervene. They directed me to the tour company, which stated that they had forwarded the ticket to me and that THY, which charged extra for the seat, could handle the issue.

After hours of phone calls, THY Customer Service sent an email stating that I could resolve the issue at the airport. On the day of the flight, I went to Istanbul airport early in the morning and was directed to F44 around 09:40 for ticketing. An employee named E*** tried to direct us to Customer Service. When we explained that Customer Service had sent us and showed him the screenshot of the seats we purchased, he said, 'I don't know. The seats you purchased are not visible here,' and directed us back to Customer Service. After insisting, he made a phone call and completed the check-in process but stated that a passport was needed to print the ticket. We were not informed by Customer Service that we needed to bring our passports when heading to the airport. We said we would go back home to collect our luggage. He then rudely asked us to leave the area. We left without prolonging the argument.

Due to the incompetence of customer service and rude staff, THY made us struggle for hours to get the seats we paid for. We had to go to the airport a second time. Except for one young staff member in the ticketing section (after the argument), all the personnel we encountered at the airport were indifferent.

We have been informed that we will face the same issue for our return tickets. Additionally, there will be a language barrier at our destination. THY urgently needs highly skilled, qualified, and communicative staff. The situation is very bad.