Turkish Airlines Ticket Cancellation After Check-in and Complaint Process
After completing check-in, we were denied boarding at the gate. The reason given was that our tickets were canceled after check-in. We definitely did not cancel the tickets ourselves. The flight was delayed by 2 hours, and likely because we would miss our connecting flight, THY canceled our tickets. We had to buy new tickets at three times the original price and fly 24 hours later. We submitted a written complaint to the customer service center.
Their only response was: 'We have determined that our procedures and evaluation process comply with all rules and regulations.' I followed up five times asking for an explanation, and each time they gave the same response without any additional information. This is extremely frustrating.
Meanwhile, the cost of the canceled tickets was refunded. If we had canceled the tickets ourselves, they definitely wouldn't have refunded anything. This proves that THY canceled the tickets.
THY might be a big brand, but it has lost all its value in my eyes. This is truly disappointing.
Here is the translated text from Turkish to English: 9. The point reached at the end of our correspondence is as follows: The latest notification from the Customer Contact Center: Upon your request, we have re-examined your feedback. In our checks, we found that the actions and evaluation process we carried out for your past feedback were in compliance with all rules and practices. During the checks conducted before your flight, we found that your ticket had been refunded. Additionally, in our review, we observed that the ticket was refunded through the Turkish Airlines website. On the other hand, in our review, we determined that you would not be able to catch your connecting flight due to a 2-hour and 40-minute delay caused by a technical issue on the TK2659 Sivas/Istanbul flight on August 17, 2023. In such cases where the journey is interrupted, we determine the services we offer to avoid inconveniencing our passengers according to the Regulation on the Rights of Passengers Traveling by Air. A full refund is given for the unused segment due to the interruption of the connecting flight. In this context, we would like to state that a full refund for the unused segment has been made and that there is no system error. In other words, Turkish Airlines is saying that since you would not be able to catch your connecting flight, we canceled your ticket and refunded the fee. The rest is your problem. You can either buy your ticket at three times the price and go, or stay. Unfortunately, this is the result.
