Turkish Airlines Misuse User Error
I purchased 4 tickets from Turkish Airlines for the Trabzon-Istanbul route. Three of the passengers had the same last name, while one had a different last name. I made a mistake and entered the same last name for all four passengers.
Technology exists to make human life easier, and in 2023, we are talking about systems like artificial intelligence that minimize human error. Thirty years ago, when someone wanted to buy a plane ticket, they had to go to agencies or airports and present their ID because technological advancements did not allow for online purchases. The likelihood of making a mistake when buying a plane ticket was 0% because ID presentation was mandatory. Nowadays, we can buy tickets online from the comfort of our seats, but this convenience has increased the possibility of making mistakes. We no longer present IDs; we fill in the information ourselves, and there's always a chance of error because we are human. Technological advancements are meant to make life easier, but THY's current ticketing system facilitates human error.
A very simple code snippet could have been added to the THY services request during ticket booking:
if (useridentitynumber != username) {
return "invalid user"}
The identity number entered by the user exists in THY's database. This person has purchased tickets and traveled with THY multiple times using the name, surname, and date of birth that match this identity number. Couldn't this error have been prevented with a simple code in the 2023 technological age, and couldn't customer grievances have been avoided?
Of course, it could have been done. However, by not doing this, THY tarnishes its reputation every day and causes customer grievances. What you are doing is exploiting user errors, and I will prove my case in every consumer arbitration committee.
I filled out the THY customer relations feedback form 3 times and received standard responses. I am now compelled to write here. If I do not get a result from here, I will first apply to CIMER and then to the Consumer Arbitration Committee for your deliberate negligence.
Note: I am sharing the PDFs of the tickets I purchased as an attachment. For assistance, I am also leaving the feedback record numbers here:
TK-9617282, TK-9613776, TK-9612619
