Turkish Airlines Incorrect Information and Subsequent Charge to Customer
On 07.09.2023, I contacted THY customer service at +908503330849 (22:51) and had a 5.47-minute conversation. I asked if my daughter's 23 kg baggage allowance for the Orgi - Istanbul - Toronto flight could be used in two pieces. The representative informed me that it was possible and there would be no issue. However, upon arriving at the airport, I was told that this was not possible and that I needed to pay an additional fee, resulting in a charge of ₺4,431. Essentially, I was misled by the THY customer representative and subsequently penalized. Despite filing a complaint through the official THY website, I received an unprofessional response. Such a dismissive reply is not fitting for an international brand like THY. I was told that the information provided to me was within the rules and my refund request was denied. I am dissatisfied and request a thorough review of the situation and a refund of the ₺4,431 charged to me.
