Turkish Airlines Refused to Rebook My Canceled Lusaka Flight Without Extra Cost
On March 24, 2026, I purchased a round-trip Economy Class (U) FlexFly ticket from Turkish Airlines with ticket number 2352296320533 for the Lusaka–Istanbul route departing on May 24 and the Istanbul–Lusaka return route on July 2. I paid approximately $1,200 USD for this ticket.
On April 20, I was informed that the Lusaka flights had been canceled and that my ticket had therefore been canceled as well. Following this cancellation, I requested to use my free rebooking rights and asked for my flights to be changed to May 23 for departure and July 5 for return.
However, when I tried to complete the change through both the Turkish Airlines mobile app and website, I continuously received system errors and was unable to make any modifications. Afterward, I contacted customer service a total of six times. During each call, I was told that there was a “system error” or that the “ticketing office could not issue the ticket,” and no actual solution was provided.
Instead of resolving the issue, customer service representatives repeatedly tried to push me toward accepting a ticket refund, despite the fact that the current ticket prices are significantly higher than the amount I originally paid. For this reason, I absolutely do not accept the refund option.
It is unacceptable, both legally and ethically, for an airline that canceled the flights by its own decision to shift the burden of technical or system-related problems onto the passenger. Turkish Airlines has an obligation to transport me to Lusaka under the terms of the ticket I legally purchased.
I request that my situation be resolved immediately by reissuing my ticket for suitable flights on the dates I requested — May 23 departure and July 5 return — without charging any additional fare difference or extra fees.
Otherwise, due to the serious inconvenience I have experienced and the effective denial of my free rebooking rights, I will pursue all available legal remedies, including filing complaints with the Directorate General of Civil Aviation (SHGM) and the Consumer Arbitration Committee, as well as any other relevant legal authorities.
My Economy Class ticket from Turkish Airlines, purchased on March 24, 2026, was cancelled on April 20. Using my free change entitlement, I requested a new ticket for a May 23 departure and a July 5 return, but I was unable to make the change due to system errors and inadequate customer service support. So far, no solution has been provided and my request remains pending.
