Turkish Airlines Staff and Quality Issues About Flight Change
Hello,
I purchased tickets on 09.01.2024 for my spouse, myself, and our 44-day-old baby. The ticket details were for a flight on 25.01.2024, with flight code TK7702, departing from SAW at 00:10 and arriving at GYD at 03:55. On 18.01.2024, I was informed without any prior notice that the flight schedule had been changed. According to the new information, the flight was updated to TK7702, departing from SAW at 00:10 and arriving at GYD at 03:55. Upon receiving this information, I contacted Turkish Airlines and had to change my flight to TK0336, departing from IST at 22:00 and arriving at GYD at 01:50. Due to this change, the transfer company did not accept the modification and stated that they had another transfer scheduled at that time, so I could not get a refund and had to pay a 'no show' fee of ₺700. This situation made me anxious, and I repeatedly called to get information on the procedures I needed to follow when flying with a newborn. Despite my inquiries, I was not given clear information about the requirement for a photo on the ID card. The call center support staff were so uninformed that we had to read the procedures together to conclude. This made me even more anxious, but I chose to continue seeking information because I trusted the quality of Turkish Airlines.
On the day of the flight, I tried to do online check-in but could not complete it for tickets other than my spouse's. I was told that I could resolve this at the airport, so I had to proceed in this manner.
Upon arriving at the airport on the day of the flight, I passed through security and proceeded to the 'First Family' counter. I handed over our IDs and passports, checked in our luggage, and received our boarding passes. However, when we reached police control, we were informed that we could not fly because our baby's ID card did not have a photo.
Now I ask: Despite calling multiple times to inquire about flying with a baby and speaking with at least five different people, why were we not informed about this requirement? Did the Turkish Airlines staff at the counter not know this procedure, causing us to wait until 00:30 to retrieve our luggage even though we knew we couldn't fly?
Due to this mistake, did I lose my right to make a schedule change or partial cancellation for my ticket?
Because of our wedding, I had to purchase new tickets for 27.01.2024 at double the cost, with ticket numbers 2356674557144, 2356674557145, and 2356674557146.
I request that my grievance be addressed.
Sincerely
