We were supposed to fly to Ankara on September 1st. Due to the flights from nearby airports (Muş, Van, and Ağrı) being fully booked, we purchased the September 1st, 21:45 Diyarbakır-Ankara flight.
On August 30, 2023, around 20:40, I noticed that seats were available on the September 1st, 16:25 Muş-Ankara flight and wanted to change my ticket. However, since there were less than 72 hours left to my flight, the system did not allow changes via the mobile app and website. As seen in the shared file, changes could be made up to 1 hour before the flight for a fee of ₺400.
I explained the situation to the customer representative at 20:46 and 20:56 on August 30. I repeatedly mentioned that they needed to assist since it was difficult to find a ticket and there was little time left for the flight. They said they couldn't help and that I needed to provide feedback.
I then provided feedback and shared the necessary screenshots. Since I was informed that I needed to call the customer representative if time was short, I notified customer services of the urgency 5-6 times at different intervals. All my conversation records can be listened to. I repeatedly stated that the ticket might be sold out and there was very little time left for the flights. I asked for their assistance.
No one took an interest in the issue. Finally, at 21:02, I called customer services again. I stated that there were still tickets available for the Muş flight and that the issue needed to be addressed immediately. As in previous conversations, the customer representative brushed me off.
At 21:28, I was called back from 444 0 849 and was informed that I was right and that a change could be made with a ₺400 fee. However, this time I couldn't get a ticket because there were no seats left on the Muş-Ankara flight.
Due to the negligence and incomplete work of your staff, I couldn't change my flight. Therefore, I have to fly from Diyarbakır airport, which is 5 hours away (10 hours round trip) from where I live. Besides the travel time, I will land in Ankara at 23:10 instead of 18:00.
Such irresponsibility should not be accepted. Someone should be held accountable for the time, travel, and stress they caused me. This work ethic, which is not befitting of Turkish Airlines, has victimized us. As someone who constantly prefers your company, I am truly disappointed. I request a callback regarding this issue.
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