Turkish Airlines Flight Cancellation Issue

My name is Oguzhan A****.

Ticket no. TK 2352210215863

My mother A*** D****
Ticket no. TK 2352210215864

On 21-12-2023, my mother A*** D**** and I had a planned flight (TK 1962) at 14:00 from Schiphol to Istanbul. Unfortunately, due to weather conditions, our flight was delayed and took off at 16:36.

We arrived at Schiphol at 14:00 and immediately went to check-in counter 17. Unfortunately, the staff at counter 17 informed us that we were in the wrong queue (Sabiha Gokcen).

Around 15:00, it was our turn, and we were told that we were 10 minutes late and could not board the flight. The plane was scheduled to take off in exactly 1 hour and 36 minutes.

We immediately approached a Turkish Airlines employee for assistance. We were told that we needed to check-in three hours before the flight and that nothing could be done at that moment. The only offer we received was to purchase a new ticket for the next day, which would cost €1500 per person for a one-way ticket.

I find this situation unreasonable as we arrived at the airport on time and the delay was beyond our control. I am requesting a refund. My mother A*** D**** was granted compensation through your platform, but despite filling out feedback forms multiple times, Turkish Airlines claims I am not entitled to any compensation. I would appreciate your assistance in this matter. Thank you in advance.

Sincerely,

Oguzhan A****