Turkish Airlines Flight Seating Issue for Family with Young Children

On September 2, 2023, we booked a round-trip flight on TK346 from Istanbul to Bishkek for our 5-month-old baby, 5-year-old son, and my wife. We specifically chose seats with extra legroom to accommodate a stroller. A week before the flight, we received an email stating that our outbound seats were canceled for operational reasons. Upon contacting customer service, they were unaware of the issue and advised us to rebook. We rebooked on August 31, 2023. However, during online check-in, my wife's seat was available, but our 5-year-old son's seat was in a different row. Customer service informed us that the system did not sell our son's seat, hence it was not visible. We provided the confirmation email showing the seat and created a complaint file.

The response was the same: 'Sorry, it is not visible in the system.' Why was the seat I purchased canceled without explanation? Why was only one seat rebooked, forcing my 5-year-old to travel with strangers for a 6-hour journey? How is this acceptable?

Moreover, the confirmation email from you shows the seat I purchased. While bus companies do not seat female passengers next to male passengers, you are seating a 5-year-old child away from his mother. THY has poor customer service and a poor understanding of customer needs. Shame on you...