Turkish Airlines Ticket Change and Sales Office Issues
Due to a health problem, my family and I had to put our flights on hold and I contacted the THY feedback service to reschedule without paying extra fees. After reviewing my hospital reports, my request was approved. I received two approval codes to handle the process at the sales offices without any change or no-show fees. On 03.08.2023, I went to the sales office but could only process the tickets for myself and my spouse. I was told that I needed a separate approval code for my 1.5-year-old daughter and was redirected to the feedback section again. I had to pay a difference of ₺994 per ticket for myself and my spouse. After obtaining the code for my daughter, I returned to the sales office on 04.08.2023. They informed me that the code was again issued in my spouse's name and couldn't proceed with the process. After various internal discussions, my daughter's ticket was issued for an additional ₺60.
1- Why do I need to correspond with the feedback service for 4 days and visit the sales office twice to use my tickets without paying change and no-show fees? After the financial and emotional strain at the THY Taksim Sales Office, I learned from the feedback service that a separate code for my 1.5-year-old daughter was not necessary. Why didn't the sales office staff know this on my second visit? Why wasn't everything done during my first visit?
2- Why did I learn only after extensive correspondence and on my second day at the sales office that I could complete the process for my daughter by paying ₺60?
3- Why was I informed on my second day at the sales office that the fare difference I paid per ticket was for a higher category than my original tickets? Why wasn't I warned and informed about other options?
4- Why can't the process for tickets on hold be done online or via phone?
