Turkish Airlines Incorrect Visa Information and Damaged Luggage

On June 28, 2024, I had a flight scheduled for me and my 6-year-old daughter. Our flight was from Istanbul to Dushanbe, Tajikistan. As an international journey, I, being a Tajik citizen, and my daughter, a Turkish citizen, expected no issues. A few months ago, I traveled to Tajikistan with a visa on arrival. Assuming the same system was in place, I went to the airport unaware of any changes. I arrived 5 hours early due to the difficulty of traveling with a child. My first task was to get visa information from Turkish Airlines. They assured me that the visa on arrival system was still active. However, after passing all check-ins and passport control, I learned at the gate that the visa system had changed, and we needed to obtain a visa before leaving the country. Despite repeatedly asking, Turkish Airlines staff misinformed me. Additionally, I had to manage with my young child and heavy backpacks. The staff's unhelpful and rude responses only added to my frustration. Consequently, we missed our flight because my daughter did not have a visa. I was told to retrieve my luggage, which took 3.5 hours, and my bags were returned damaged with my child's clothes dirty. I immediately contacted Turkish Airlines and was advised to leave feedback. Both my complaints about the luggage and the flight were rejected. The ticket issue was forwarded to the insurance department, but I have yet to receive a response. It has been a week. Turkish Airlines staff misinformed me about the visa requirements, and no one provided accurate information. If they didn't know, they could have told me to find out through other means. My complaint about not being allowed to board was also rejected, stating that visa responsibility was mine and not Turkish Airlines'. I accepted this but tried to book a new flight for July 12. I shared my PNR number, but only my ticket was reserved, excluding my daughter. Despite the system showing two passengers, they missed my daughter. When I pointed this out, they suggested canceling and rebooking, but this resulted in a significant financial loss. I paid ₺11,638 for the ticket but received a refund of only ₺5,000, losing 60% of my money within minutes. Despite multiple feedback submissions, Turkish Airlines continues to blame passengers for their mistakes and does not stand behind their service or staff. We choose Turkish Airlines for a comfortable journey for our children, not because we are wealthy. My initial ticket was ₺43,000, and I am now being asked to pay the same amount for a new ticket. This is a great injustice. I demand a full refund of all my expenses and compensation for my inconvenience. I will pursue this matter until I receive every cent.