Hoping someone can help me out. I purchased Business Class tickets on Turkish Airlines this past May for April '25. I called customer service in August to see if I could extend my trip by 1 day without charge. the gentleman stated he could do this and scheduled us on May 1st instead of April 30th (original return date). I received an email regarding our conversation and it had us still on the April 30th flight. I thought there may be a glitch in the system and would check at a later time. Fast forward to now, I checked my flight and all there was was my departure date. My return flight was NO Where To Be Found! I called customer service and no one could help me, I had to fill out the feedback form. I'm supposed to hear back in 7 days but there are NO seats left on the original date we were to return, and only 4 seats available on the day before and the day after. What else could I possibly do? Who else could I contact? I purchased the tickets on Turkish Airlines website. I would appreciate any help.
Posted by
Chicago
662 posts
Sorry to hear of this.... it may be obvious by now, but international airlines don't always have
levels of IT support that US airlines do (and US airlines leave a lot to be desired).
If you live near a city that is served by Turkish, I would suggest going to the airport in person
with record locator and printouts of your original reservation and see if someone can help
you there.
Also, check the T&C of your original purchase and make sure you can get a full refund if it
comes to it. This is probably not your preferred solution, but if you can get your money
back, at least you can pursue booking a different airline to get to where you want to go.
This may be the way to go no matter what.
It is possible that an inexperienced (phone) agent made a change to the itinerary and didn't
even realize it, or did something wrong and didn't realize it. Good news, there should be a
traceable record of what has been done to the reservation and, maybe, a recording of the call
so that someone can retrace and correct the damage. Bad news, this is obviously not necessarily
a quick fix.
Posted by
Lynnwood, Washington
8913 posts
I hope you get this worked out. Business Class on Turkish Airlines is amazing.
Posted by
12 posts
If you go to the Elliot Report (elliot.org) he has a list of company contact pages and there is one for Turkish Airlines. Page down on the home page and you will see where you can enter a company name and get their customer contact info.
He also has a page on ways to effectively reach out using those contacts. I found it helpful in the past when dealing with an airline customer service issue.
Posted by
Everett, WA
1300 posts
I had some problems with our reservation last summer (it started when our connecting flight was canceled and they scheduled us for the next day with a 24 hour layover in Istanbul airport) Every time I tried to fix it, something would go wrong and they said someone would call me back within 24 hours. No one ever did. However, when I would call back (after waiting 48 hours) it looked like they had fixed it. Then something else would go wrong and "They will call you back in 24 hours." No one ever did. I called back after 48 hours...My advice: Call back. I'm not sure I would even wait for 7 days. You need to be very proactive, very professional, and very firm.
Posted by
Magyarország / Rep of Texas
20458 posts
I have to say that I am surprised. I used to fly Turkish Air a lot and that meant that in time I had to make a few changes and had to deal with their customer service. When I did, I was happy I was dealing with Turkish Air vs any of the American airlines as the Turkish Air customer service was quite remarkable. Things always got worked out fast, very professionally and with courtesy.
The last flight with them was a trip to Australia earlier this year. We missed our connection in Malaysa and Turkish knew that was going to be the case before we landed so had everything waiting for us. Everything meant 11 hours in a 5 Stary luxury hotel to sleep before the next available connection. Fortunately the 11 hours worked out well, instead of arriving very late at night we arrived at a decent time in the morning.
I hope things have not changed with their customer service as that was always a selling point for me.