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2.0

I am writing to formally complain about my flying experience with Turkish airlines. My girlfriend and I flew out from London Gatwick airport at 12:35 pm on the 27/06/2016 (flight TK1966), the flight went perfectly fine and we arrived at Istanbul. We waited in the airport for our connection flight (flight TK826) to Beirut, Lebanon. We then made our way over to gate 230 to board the plane and when we got to the desk we were told that we could not board the plane as our seats had already been booked by somebody else or something along that line, that is what we could make out by what they were saying as no one there could speak English to an understandable level. We were told to go somewhere to obtain new tickets for the next flight to Beirut and when we got there we tried several times to explain what just happened to the man at the desk and he told us to wait at the side for 15 minutes, so we did that and it got a busy there so after an hour of waiting we went back to the man and asked if he had forgotten about us and we were then told to wait for 10 more minutes. We then went back 45 minutes later to find the man had gone and there was completely new staff at the desks. Then we spoke to another man there and tried explaining everything to him too, he then went and got a woman to speak to us and she told us that we had to purchase new tickets to Beirut (flight TK828) at 1:45 am 28/06/2016. We tried to explain to her that our seats were not available on flight TK826 but she just kept saying that the only way is for us to purchase new tickets and that there were only 5 seats left on flight TK828 at the price of ยฃ574 per ticket and that if we did not purchase our tickets with Turkish airlines, our return flights to London Gatwick would not be valid to use. We had no option but to purchase the tickets and wait for the flight at 1:45 am. While waiting for the plane at the gate, a woman on the same flight started talking to us and she told us that the same thing happened to her and her family of four earlier that evening and they were offered 500 Euros each to wait until the next flight at 1:45 am. They were not made to purchase new tickets whereas we were. She also said that there were three other people who were given the same amount for the same reason. We got onto the plane and when we arrived in Beirut, we tried to speak to somebody in the Turkish airlines office but it was closed. We went back two days later and spoke to somebody about it and they told us that they had put it down that we did not turn up at the gate. He told us that he could not really help and that the best thing we could do is to send an email.

On our way back from Beirut, one of our bags was left in Istanbul. We got to our gate in Istanbul for our connection flight to London Gatwick and we asked the member of staff to double check that our cases had been put on the plane. He checked on the system and he told us that our 2 bags were on the plane, but when we arrived at Gatwick only one of them was there. We went to the baggage enquiry desk and the lady told us that the other case had been left in Istanbul.

Due to all of this, we were left very stressed and uncomfortable and it made our flying experience a horrific one which completely through us off our holiday mood which did not allow us to fully enjoy our two weeks away. We will definitely not be recommending Turkish airlines to any of our family and friends as we would not want anyone to go through what we did.

Reason of review: Poor customer service.

Monetary Loss: $1526.

Preferred solution: Full refund.

Turkish Airlines Cons: Poor english, Bad customer service and response, Bad treatment of customers, Staff not helpful, Very rude and lying staff in airport.

Location: Istanbul, Istanbul

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