São Paulo, State Of São Paulo
Not resolved
Customer service

We purchased tickets with Turkish based on previous experiences and on the basis of their published policies re guide dogs traveling in cabin. After purchasing the tickets the whole experience turned into an absolute nightmare, where Turkish basically denied us the right to travel as prescribed by our health professionals and made no real attempts to accommodate our needs in any meaningful way.

The bizarre responses we have heard thus far include: "two dogs of the same race could not travel in the same cabin because they may smell each other and fight". "Two dogs may represent such a hazard capable of bringing the plane down". Please!!! Have some compassion and consideration for your clients Turkish!!

What is next?? You are going to ask your customer to chop one arm off before boarding your planes because you are already taking one other arm!! Worse yet, is that Turkish employees working at foreign locations (i.e. Sao Paulo, Brazil) blame it on head office and head office blames it on the local office.

Bottom line, we do not know if we will be able to use the tickets we purchased, Turkish is completely unwilling to make any reasonable accommodations (mind you, we offered to travel on different classes by paying an upgrade or accepting a downgrade, we even offered to travel on different dates, in sum, we are willing to bend as much as possible to accommodate Turkish capricious interpretation of their own published policies, but it does not seem to help much with this company).

ABSOLUTELY HORRIBLE EXPERIENCE, VERY INSENSITIVE, UNCARING CUSTOMER SERVICE. Sincerely, I expected more from, supposedly, the best airline in the world.

Reason of review: Poor customer service.

Monetary Loss: $5000.

Preferred solution: Let the company propose a solution.

I didn't like: Customer service, Holding for hours on phone, Complaint follow-up, Airport service.

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