Turkish Airlines - Refund Delay and Lack of Empathy

Hello,

I would like to share my complaint regarding Turkish Airlines. Initially, my spouse and I had planned a honeymoon trip to Kosovo on June 30, 2023, which we had to cancel due to my spouse's mother's illness. Given that it was a first-degree relative, they accepted the cancellation and informed us that a refund would be processed. I appreciate this behavior. We provided the requested document from the hospital to the institution, but we later lost my mother-in-law, and due to the ensuing chaos, we missed the request for additional documents, leading to the closure of our open case. We reopened our case on August 30, and despite the email stating that the refund would be processed within 14 days, it is now October 12, and we still haven't received the refund.

During this period, I contacted the customer service center three times, and this was the most distressing part for me. Despite being told by representatives during the first two calls that they would mark the urgency of the situation, no notes were actually added to the file. This was conveyed to me by the last representative I spoke with, named E***, with whom I am extremely dissatisfied. He kept me on hold for 10 minutes unnecessarily, was unhelpful, and showed a lack of empathy. In this highly distressing process, I urgently request that my approved refund be transferred to my bank account as soon as possible.

Our feedback numbers: TK 9282795 and TK9282741

Canan I*** C*****
K*** C*****
Tel 536 *******83
Tel 534 *******71
c*********@gmail.com
k*********@gmail.com