Turkish Airlines Pet Travel Issue. Shih Tzu Denied Cabin Access Due to Cat Reservation
We followed all the terms and conditions from the Turkish Airlines website to book our tickets for flying with a pet. When we called to book the ticket for our pet (as you cannot buy it online, only via phone, AFTER you booked and paid for your tickets) they said that our 1-year-old Shih Tzu can travel only in cargo, which is against their regulations (sub nosed breeds are not allowed to travel in the cargo, only in cabin). After submitting feedback forms and calling them like 15 times over a week, some customer representative said that our dog cannot travel in the cabin because someone before us booked a ticket for their cat and their policy is that they cannot carry a cat with a dog in the cabin. They also send us a link with general terms and conditions for pets and this rule is not written there!!! How could we have known before purchasing the tickets that a cat was on board, as it is not mentioned anywhere? The worst part is that you cannot speak to anyone from Turkish Airlines who is able to make a decision, they don t call you and they do t come up with any solution (change the flight or return the money). The customer representatives had been rude in all the calls, a lady there laughed in our faces when we mentioned that our 4 kg puppy could not make an 13 hour flight in the cargo, and another representative even recommended coming with the pet at the airport, maybe they will let us take it in the cabin...which is absurd. we've asked multiple times to spoke with a supervisor and we are trying for 1 week to solve a issue that can be solved in 2 minutes. Now our flight is in less than 2 weeks and we still dont have a resolution for this issue from Turkish Airlines. We even asked to cancel and refund the ticket, but they said is a 310 eur penalty to cancel. How is that possible, if when we purchased the tickets it was mentioned on the website: Cancellation: full refund
