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I booked a Turkish Airlines flight through BudgetAir in May 20, 2025 and entered my correct email address and phone number during the booking process. However, when I later attempted to manage my reservation on the Turkish Airlines website, I discovered that the email address and telephone number associated with the booking were incorrect and did not belong to me.
Because of this, I am unable to:
Receive verification codes from Turkish Airlines,
Add my frequent flyer number,
Receive important updates about my flight,
Modify or manage my reservation.
I contacted BudgetAir multiple times, providing clear explanations and even screenshots showing the incorrect information on the airline’s system. Despite this, their responses consistently ignored my actual complaint. They simply repeated that “my contact information is correct in their system,” without addressing the fact that the airline received the wrong data.
This issue is not a display error — it directly affects my ability to use the service I paid for. BudgetAir has refused to acknowledge the problem or take responsibility for correcting it with the airline. This has left me with an unusable booking, with no access to flight services or updates.
Claimed loss: Inability to Access or Manage My BookingLoss of Frequent Flyer BenefitsOne week Time and Effort Wasted (until now)Stress and uncertainty
Desired outcome: Immediate correction of the contact information with Turkish Airlines and provide reasonable compensation ORA full refund without penalty or any fee
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[Update – June 8]
After two weeks, BudgetAir finally corrected the incorrect contact information in my Turkish Airlines booking — but only after I filed complaints with regulatory bodies and repeatedly followed up.
On June 1, they claimed the change had already been completed, which was not true — it wasn’t fixed until June 8. Meanwhile, they blamed the airline for delays, even though they admitted their own sales office was responsible for the change.
They have since refused to offer any compensation, claiming there was "no service failure," despite misleading communication, contradictory messages, and significant disruption during a critical time in my academic life as a PhD student.
I’ve now submitted formal complaints to:
The Netherlands Authority for Consumers and Markets (ACM)
Competition Bureau Canada
Consumer Protection Ontario
I’ll update again once the authorities respond. This experience has shown me how fragile third-party bookings can be if the company doesn’t take accountability.
