Turkish Airlines Ticket Change Issue
On October 17, 2023, I purchased a round-trip ticket from Istanbul to Montreal on the Turkish Airlines website, with departure on February 9 and return on February 23. On January 30, I revisited the site to check the potential fare difference if I needed to change my return date. I randomly selected February 18 and attempted to proceed to the payment page as I had done before without issues. After entering the options on the first three pages (Flight Selection, Flight Details, and Additional Details), I expected to be directed to the Payment page. However, your system changed my flight without directing me to the payment page. At this point, I realized that due to a schedule change on February 23, I had the right to a free ticket change, which your system automatically applied. However, I was unaware of this free change option and did not intend to use it.
I immediately contacted customer service to explain that this change was a mistake and that I did not intend to make it. Customer service informed me that I had the right to a free change due to the schedule change on February 23 and that I had used this right. They advised me to provide feedback through their system if I wanted a free correction.
I submitted two feedback requests:
In response to feedback number 10267489, I was told: "Since the necessary information (route, date, flight time, name, and contact details) was entered into the system by you and presented for your approval, unfortunately, we cannot respond positively to your request." However, this is not a valid decision because your system changed my flight without directing me to the Payment page as it indicated it would.
In response to feedback number 10293021, I was told: "However, for your round-trip flight, you have a one-time free change right within -7/+30 days of the travel date, and it has been determined that you used this right." This was an unintentional use of my right due to a system error. I reported this erroneous change to customer service on January 30 and requested its reversal.
Due to the incorrect guidance on your website, I unintentionally changed my ticket. I request that this ticket be changed back to my original flight plan, the Montreal-Istanbul flight on February 23 at 20:30, at no cost.
