I purchased tickets from THY with a 'free change' policy as my travel plans were uncertain due to work. I selected a Comfort-Jet class ticket for my outbound flight and a Prime-Fly class ticket for my return flight. Once my schedule was confirmed, I attempted to change my outbound ticket first. When I tried to process it online, the system notified me that I couldn't continue online, so I had to proceed with customer service.
The representative assisting me delayed the change of my outbound ticket until the end of the day, but the free change was eventually processed.
I wanted to make the same change for my return flight. I wanted to change my return flight from 'Cologne-Istanbul' to 'Amsterdam-Istanbul' and adjust the date as well.
On the first day, the representative informed me that the flights I purchased were originally ₺10,118.70 but now cost ₺18,000, so I needed to pay the ₺8,000 difference. The AMS-Istanbul ticket I wanted to purchase was ₺6,400. The Cologne-Istanbul ticket I previously bought was ₺5,000. I told the representative that paying ₺8,000 to change a ticket bought with a free change policy didn't make sense. Additionally, the representative mentioned that customer service charges around $15-$20 for these transactions.
The next day, I explained the situation to another representative. This time, he told me that the new ₺6,400 ticket appeared as ₺8,400 on his screen, and I needed to pay ₺8,600. When I mentioned that I had a free change ticket, he said that the 'free change policy' referred to the transaction fee, and I needed to purchase a new ticket.
Five minutes later, he explained that the ₺8,000 difference included VAT and other services, and that the customer service fee for these transactions was approximately $50-$60.
This didn't make sense to me because my outbound ticket was changed for free. No fee was charged for my outbound ticket. Is the ₺8,600 for additional services or is it the ticket price shown on the representative's screen? If it's the ticket price, where are the fees for other services coming from? The previous representative mentioned a $15-$20 customer service fee. What exactly does the ₺8,600 cover?
I received inconsistent answers and was not satisfied. As a frequent flyer, I find this process unacceptable. Why should I purchase Prime-Fly again? Why should I upgrade my ticket?
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