Turkish Airlines Flight Change Notification Issue

On July 10, 2023, I purchased a ticket for my brother (who is in the military) for the TK2861 flight from Isparta (ISE) to Istanbul (IST) scheduled for August 2, 2023. However, despite arriving early at the airport on the day of the flight, he was informed that his name was not on the passenger list and that his flight was actually scheduled for the next day (August 3, 2023).

THY representatives claimed that the flight change was made on July 14, 2023, and that we were notified and had confirmed it. However, when we asked how and where we confirmed it, they said we needed to send an email to check. Since my brother has limited phone and internet access due to his military service, he does not have the time to check daily if the flight has been rescheduled. Moreover, expecting passengers to be informed just one day before the flight for check-in is not realistic.

The response we received from THY customer service was also disappointing. Instead of just saying "You are right" and brushing us off, we expected more effective assistance to ensure customer satisfaction. Additionally, it is neither transparent nor correct to send an email and assume it has been confirmed, especially when dealing with a person who has another flight to catch at the destination airport.

This situation affected not only my brother but also five other soldiers. It gives the impression that THY overbooks flights and does not adequately address customer complaints.

We expect a world-class airline like THY to avoid such issues and prioritize customer satisfaction.