Turna.com Baggage Error Caused Missed Flight – Full Refund Request

I purchased an international Etihad Airways ticket from Turna.com for the route Dammam–Abu Dhabi–Kuala Lumpur. The invoice I received from Turna.com clearly showed that a 25 kg checked baggage allowance was included in the ticket price of SAR 1,252.91. When I arrived at King Fahd International Airport in Dammam for check‑in, Etihad Airways staff created the luggage token and then informed me that my ticket was registered with 0 kg baggage. They requested a baggage surcharge that was higher than the original ticket price (approximately SAR 2,300). This was completely inconsistent with the ticket conditions that Turna.com had sold to me and documented on my invoice. While still at the check‑in counter, I contacted Turna.com via chat and then by phone for almost eight minutes. The customer service representative confirmed that in their system my ticket showed no baggage. On the call he verbally admitted that this was an internal ticketing omission on Turna.com’s side, but when I asked whether they would reimburse me if I paid the baggage surcharge, he refused to give any confirmation or guarantee. Because Turna.com did not issue my ticket with the baggage allowance I had paid for and documented, I could not proceed with check‑in under the conditions sold to me, was effectively denied boarding, and missed my international flight. As a result, I had no choice but to use emergency funds to purchase a completely new ticket for the next day at a cost of SAR 1,971.00 in addition to losing the original ticket value of SAR 1,252.91. After this incident I submitted an official grievance through Turna.com’s customer complaint form, requesting a refund for the losses caused by their ticketing error. Despite the representative’s verbal admission of an internal omission and my formal written complaint, I have not received any meaningful response, and my follow‑up attempts have been ignored. I am requesting a full refund of my financial loss arising from Turna.com’s mistake: the original unused ticket (SAR 1,252.91) and the cost of the replacement ticket (SAR 1,971.00), for a total of SAR 3,223.91, and a written explanation of how this error occurred and will be prevented in the future.