On March 7th, I called Turkish Airlines customer service. I wanted to book a round-trip ticket using my previously open ticket with the number 2352119419884. This ticket had a free change option. I planned to travel on March 10th, before Ramadan, departing in the morning and returning at night. I had selected a suitable date and time on the Turkish Airlines website. However, the customer service representative told me that this ticket did not have a free change option.
The representative advised me to create feedback. I emphasized the urgency and mentioned that my travel date was close. The representative said that we needed to create feedback for urgency and contact them again. I followed the instructions. On the afternoon of March 8th, I received a response. The response was as follows:
'Based on your feedback, we reviewed the call records with our call center and found that our staff made an error during the reservation process.'
So, Turkish Airlines found me to be right. I immediately checked the Turkish Airlines website for March 10th again, but the tickets I wanted were sold out. The response message I received was not very explanatory. It did not provide information like 'You need to choose between these dates.' I replied to the feedback again, asking, 'Between which dates should I specify the date?'
I received a response on March 10th, stating that 'the ticket must be used by March 31, 2024.'
I had purchased the ticket on April 20, 2023. If I remember correctly, the customer service representative I called on March 7th told me that I needed to use this ticket by April 20, 2024.
I missed the flight I wanted to take on March 10th due to Turkish Airlines customer service representatives. In the end, I had the right to a free change. I called you on March 7th to use it, and you did not allow me to use this right. Now you are forcing me to use this ticket by saying 'March 31st is the last date,' which is not a date I want. Moreover, it is during the month of Ramadan. As a Muslim citizen, I cannot use this ticket during a period when I am fasting. So, you have wronged me twice.
Additionally, you treat the Turkish people as second-class customers. While providing all kinds of conveniences to foreign customers, you claim to be 'the pride of Turkey' and a 'Turkish brand,' but you offer us nothing but harm.
Please address my grievance and give me an extension, even if short, to use my ticket outside of Ramadan. I am completely justified in this matter and am following up on it. If I do not get a resolution from you, I will pursue legal action.
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