Istanbul International Airport (IST)
Reviews and Complaints

My experience at Istanbul Airport was an absolute nightmare, marred by unprofessionalism and blatant racism. As a US citizen, I expected a straightforward process for obtaining my visa, but what I encountered was harassment and discrimination.

Despite holding a US passport, I was repeatedly asked for my Pakistani green card and passport simply because my name is Muhammad Khan. It's appalling that in this day and age, assumptions are made about someone's nationality, identity, or background based on their name. The staff seemed to operate under the assumption that I was a Pakistani national attempting to deceive them, which was not only insulting but also completely irrelevant to my travel documents.

The treatment I received was unacceptable. The staff was rude, unprofessional, and clearly had no training in dealing with international travelers. Their lack of English proficiency made communication nearly impossible, and their attitude was one of suspicion without cause. When I questioned the rationale behind their demands, I was met with hostility.

The entire ordeal was stressful and humiliating. As a traveler, you expect to be treated with respect and dignity, regardless of your background. Istanbul Airport failed miserably in providing even the most basic level of service and respect.

Given the treatment I received, I would not recommend Istanbul Airport to anyone. The experience was marred by prejudice, incompetence, and a complete lack of customer service skills. Until significant changes are made to how passengers are treated, especially those with certain names or backgrounds, I would advise travelers to consider alternative routes or destinations.

Muhammad Zeeshan Khan

Wheelchair assistance for my 88 year old mother failed to get her to flight TK1969 on time (13:55). Her granddaughter and carer for the journey was at the gate waiting but the gate closed before my mother arrived. This is a very poor service and caused a great deal of stress to both my mother and her granddaughter. They now have to stay overnight in a hotel for a flight tomorrow.

On the 6th March 2025, I travelled with my family from Islamabad Airport to Istanbul Airport where I had 3 hour stop over. Waiting for our flight TK1995. I have 2 family member who have learning disabilities and are have no mobility and are wheelchair users. Firstly I had asked the airport to provide our personal wheelchairs to be given at the airport as they have special moulded wheelchairs. Wheelchair services (air clinic) said we would get them shortly after arriving to the next waiting area. Secondly the people who are assisting us with the family members would not explain to us where they were taking us as they made us go around in circles 4 times around the airport. They kept ignoring us when asking where they were taking them. The assistants then transferred the 2 family members 8 times out of wheelchair and transferred them into different wheelchairs and nearly dropped them while moving them. When we asked them to be careful they ignored us and drove off with the electric wheelchair with our family members without informing us where they were taking them and we got lost as we didn't know where they had taken them as they would ignore every time we would ask them. Once we got to the gate, the assistants left us at a waiting area, we tried to take the family members to the toilets and the assistants said we were not allowed to take the wheelchairs out of the waiting area! I had to explain several times they need the wheelchairs to take them to the toilets. After this they left us at the waiting area until our gates opened. Once our gate opened we had to take the wheelchairs ourselves to the gate as no assistance was provided. I took names of the assistants (Ramazan Yegan & Ahmed) and said I would make a complaint and their reply was 'go ahead with a thumbs up'.

Today we ordered two cappuccino coffees at Cafe Nero near Gate D8 International Departures. One large size and one medium size. We also asked for Oat Milk in medium one.

Price for large one according to menu is 240TL and for medium is 215TL.

I paid 555TL in total. Barista was hesitant to give me a receipt and I knew why right after I got it. They charged us 100TL extra.

Barista told us that they charged us extra 2x20TL for coffee beans themselves and 60TL for Oat Milk. WTF?!

He said to us "Oh don't worry it is just $1 extra for coffee beans!"

I have so many questions and no answers:

1. If I have to pay extra for coffee beans so what is the price of 240TL for? Just water and milk?

2. We were never told that we have to pay extra for coffee beans.

3. If they charged us 60TL for Oat Milk did they substituted the Regular Milk price? I guess not.

4. ...

They tried to give us $1 back... We refused. This is not a matter of money for me but a matter of principle - it's a 100TL today, 200TL a week after for someone else and maybe more if this issue will not be addressed.

The whole situation is not fair and I feel scammed. Going to file a complaint with Airport Administration and share my feedback on social media.

See screenshots of receipt, menu and a photo of barista attached.

I am very handicapped after along flight and have a very hard time walking. I look relatively fresh and young but have a spinal disease. Once I was wheeled from my flight to the handicap waiting area I was told if I wanted to go to the washroom (which is appr.500 meters away!) That i would have to go myself. I am in a great deal of pain and cannot walk there myself. I asked politely three times and was told to sit down or to walk over there myself. I told them I couldn't walk and they told me they wouldn't help. There were two wheelchair right behind the lady who wouldn't help me. I asked if I was to crawl?! They ignored me and I had to crawl. I announced to everyone that I was going to have to crawl if was to get to a toilet. I made it two meters before they came and got me in a wheelchair and excused themselves. Being handicapped is not something we ask for. And human respect is not something we should have to beg for either.

I cried in embarrassment all the way to the toilet. I nearly peed myself. I have never been treated in such a dehumanizing manner. I asked her if she thinks it's nice to have to have help to go to the toilet!?

Does she think it is fun to be ill and sick!? I will never forget this and I'm traumatized by it.

I have been to Istanbul airport many times and every seating area is uncomfortable and far from anything. We are treated worse than cattle

Dear sir/madam

After checking in I had left a small backpack with my laptop etc and a small skateboard. Nobody said anything. Then I went through passport control and again nothing was mentioned. I went through security and after my backpack and myself were passed through they said that I can not take the skateboard with me because of airport regulations. This is nowhere informed about and nobody mentioned anything during all the cases I went through.

The person at the security did not speak English and communication went by using a translation app on his phone. The first message said that ‘the airport’ would buy my skateboard. Then he managed to explain that I was to get somebody from Turkish airlines to confirm that my skateboard was allowed onboard. Then I would get my skateboard with me. But of course nobody of Turkish airlines was found to assist me. They were not allowed to leave their desk.

I went back to security to suggest that I would go back with my skateboard and get it checked in as bagage. But they did not understand or wanted to understand and just said no although it is perfectly possible and there was no problem with time.

I came with a solution so I could comply with your rules and was met by personnel that was not service minded, not helpful in any way.

The way I see this case is that the skateboard was stolen from me since I was not informed in time and they denied me to solve the issue.

I have been to Istanbul 3 times and 3 times in row the security at the British airways gate send me to the extra search area, and I am 100% confident that they do this simply because they see a British citizen with arab name.

I will challenge anyone who says the above claim is not true.

This is noway is against Turkish, it us just small amount of population who regard Arabs as security threat, and one of them is the head of istanbul security who should be ashamed of himself by employing so e Rude kids who love causing humiliation to people by rampaging in thier personal belongings in front of authers simply because the starched are Arabs descent,

I reported losing my bag with my laptop in 13 Nov at about 04h40 (probably forgotten at security on arrival on flight from CapeTown) I can see on ‘find my Apple device’ that it is at the airport near the Hugo Boss shop.

I reported it by filling up the form and received reference no. [protected]

I have not heard from anyone via phone or email and the phone number I was given gives a recorded message in Turkish and hangs up. I m desperate as among other things in the bag are important documents like my second passport etc.

Well I had rucksack bag with me and i can't find it, either I left at turkey Airport because I brought new small designer hang bag for my wife and also I had my shoe's and couple of sweatshirts in their, which is quit expensive.

I don't know how to find it, I did call lost property office on 14th Sep 2023 at Gatwick airport on [protected] & [protected] but so far no one handed anything.

11.09.2023 - Hand Bag - 495 Manat - £235.11

28.08.2023 - Shoe - £359.00

31.08.2023 - Sweet Shirts - £324.99

I am writing to express my dissatisfaction and frustration with the service I received at your airport on 31st August 2023. I was a passenger of Qatar Airlines flight QR 0245 and ticket number

[protected]

from Doha to Istanbul, and I lost my phone Mate 50 Pro at the airport.

I lost my phone on the table in front of lost and found office and I realize later my phone was missing. I immediately went to the lost and found office, but no one there could speak English or help me locate my phone. I tried to contact the airport security and the police, but they also did not understand me or show any interest in my problem. I felt helpless and ignored by the airport staff.

My phone was very valuable and important to me, as it contained personal and professional data, photos, contacts, and documents. I suspect that someone stole it or took it by mistake. I request you to investigate this matter and find out who took my phone and where it is.

I also request you to compensate me for my loss, as I had to buy a new phone and incur other expenses due to this incident. I expect a fair and prompt response from you, as this is a serious breach of customer service and security at your airport. Please acknowledge this letter and inform me of the actions you have taken or will take to resolve this issue.

You can contact me at [syed.wasim.[protected]@gmail.com] or [+[protected]] for any further information or clarification.

Thank you for your attention and cooperation.

Sincerely,

Syed Wasim Ali

Looks like they don't want you to get your item back. I have forgotten my phone in front of the gate before boarding and immediately contacted the airline and the Istanbul Airport Customer Care. Also, I filled out the form online but never got a reference number. Of course, I checked inbox, spam and trash folder.

Anyways, because I have no reference number I cannot pay the storage fee and therefore I cannot ask a cargo company to pick up my phone.

I even thought about flying to Istanbul to pick it up in person but they need the information minimum 3 days in advance. For a phone. That is ridiculous!

On top of that they provided a cargo company where nobody speaks English. I called them but a communication is not possible and therefore their recommendation is worthless.

It is just trouble and not helpful at all. Even after asking twice for a reference number to pay the storage fee I did not get any helpful answer. I have no chance to hire a cargo company to get my phone back.

Thanks for nothing!

I am writing to express my deep dissatisfaction and concern regarding the recent experience I had while requesting a wheelchair for my mother, during her flight from Istanbul Airport to Tabriz on September 1, 2023.

My mother, who is elderly and has limited mobility, required a wheelchair during her visit to your premises to ensure her comfort and ease of movement. We were shocked when we were informed about the substantial fee associated with this service. Such a high fee for a basic necessity like a wheelchair rental not only feels exploitative but also demonstrates a lack of consideration for customers with special needs.

I would like to emphasize that accessibility should be a top priority for any establishment, ensuring that individuals with disabilities or mobility challenges can access your services without facing unnecessary financial burdens. Charging 30 euros for a wheelchair request not only seems unfair but also goes against the principles of inclusivity and customer-centric service.

I was travelling today from IST International, 1st at the passport check, they took over an hour, I have bad knees and could barely stand, when I asked why it was taking so long,the staff completely ignored me, then I went through security check, the lady stated the body search, she said by sign language, go in to the cubicle, she called her assistant,they shouted and kept saying something loud, they were very intimidating and showing authority, the seemed very bad tempered and aggressive! I asked theres no need for this kind of behaviour, the one with the pony tail said shut up or i call police! I was not happy at at ll, I said to them, I am a visitor not a criminal,you wouldn't treat animals or the worst crimes like they treat visitors! Never will I got istanbul again!

Had to transit through this airport twice on July 22nd and Aug 4th, 2023. I had two small dessert silver plated forks in my carry on luggage on both dates. On July 22nd, security officer didn’t say anything about the forks in the carry on. On Aug 4th, when going through the security check to board a return flight, security demanded that I give her 2 forks. They took them forcefully and called “garbage”. This is very rude and totally unprofessional to call someone’s belongings “garbage”. These two beautiful forks are over 50 years old. They are a part of a family cutlery collection. That was a reason I didn’t put them in a luggage, as I was afraid to lose them in case luggage is lost. You can’t buy them anywhere. Calling something like this “garbage” is a complete disgrace, disrespect and ignorance. I was begging for giving me options how I could keep them as they are very meaningful to me. So many people were involved in this situation but nobody was trying to help or accommodate or provide a solution. They said forks cannot be taken on a plane for safety reasons. I suggested multiple options to resolve this including paying a fine, but they declined all the options I was giving them to save my forks. They were smiling and happy that they had a power to confiscate someone’s valuable items.

I was referred to the Police officer woman, who didn’t care and didn’t bother to help. She was the one who called my silver plated forks “garbage”. When I was talking to her, she was on the video call with her relative. When I pointed that to her, only then she hang up. This is such an unprofessional behavior. Obviously, she didn’t do anything to help to resolve this.

This situation made security guards very happy. They felt they are on top of the world for humiliating a passenger. When we were leaving, they were laughing at our backs and wishing us a good flight. I am sure, they would not dare to act that way with someone from their or similar country. They treated passengers from their country totally different.

Safety concern is a very weak argument, given that forks are allowed in carry on in many countries, including my home country. I also confirmed this with security officers, when came back home. Both dates I flew through 3 different countries and no one made this a problem. I understand that each airport has its own rules. All rules are created by people and they can be negotiated, accommodated or a solution on common grounds can be found, if willing. There is no even a common international aviation standard on this item. I said to the security, that I am flying with an airline that allow cutlery, including forks, in carry on. On a plane, my meal was served with metal knife and dining size fork! Confiscating my two small dessert forks and claiming it a safety concern was a total shame, they were not even a dining size forks! I have never been to this airport before. Never again, I return to this degrading IST airport and country.

Every single person I spoke with was rude and had no idea what they were talking about. They bounced me from place to place when all I was trying to confirm is that my baggage got transferred to my final destination. The first 3 people sent me to the wrong place. Then when I went to get my tickets from the booth, he said that my baggage wouldn’t be transferred and that I needed to get to baggage claim to get them. I tried that but the people there said I needed to go pay for 2 visas for me and my son so I could collect my bags. If that’s not a scam i don’t know what is. I paid for the visas (the man at that counter was rude as well) and then got bounced around from baggage claim to baggage claim because again, NOBODY know anything there. When I finally asked for a manager, he was also rude and said I was stupid for not knowing my bags got transferred. They told me my bags didn’t get transferred. Then the next 2 people I had to speak with because my flight wasn’t assigned a # only the letter K told me to “look at my ticket” and brushed me off. I would never travel to this country or this airport. the worst experience ever.

Hello, I forgot my phone in a plane from BKK to Istambul on 30/06/27. I travelled in first class. I immediately contacted the Lost and Found. They requested not only the description of the phone but also all passwords to open the phone.:

Dear Passenger,

We have to make password confirmation on electronic items. Positive/negative information will be provided after the necessary confirmation. We cannot give any information without providing this confirmation

Best Regards

E.OKUMUŞ

Then once the phoen has been identified they request: Your lost item has been found; the registration number is BE-[protected]

The person who is authorized to receive the lost item has to come with below required documents;

A power of attorney from notary, (Must be in English or Turkish only.)

If there is no notary in your state you have to contact with Turkish Consulate to get power of attorney. Documents received from law offices are not accepted by Customs.

Your passport photocopy,

Boarding pass or ticket printout,

Power of attorney must include the registration number and name of who will pick it up instead of you (name/surname),

Also you have to inform us about the name of the person who is authorized by you. If you don’t do that, lost item is not given.

*If he/she comes without these document, the lost item is not given.

It is impossible for a foreigner to send someone and even less to go self to the airport.

In conclusion Lost and found services are sequestering the items form the foreigners and provide no assistance and easy way to recover the lost items, while they get full access to the information contained in the phone, including private, confidential, banking, ...

I request them to send my phone to lost and found in Belgium, or to allow some from DHL to come and pick up my phone

Best regards

Philippe Clevenbergh

I was travelling with my family from Montreal to Pakistan on June 29th, and we had our layover in Turkey (IST).

We had a two hour layover but the Turkish flight was delayed so much that we only had an hour to catch flight to Pakistan however we were unable to do so as my little brother needed to use bathroom and we were a few minutes late. Due to this we missed our flight. THIS IS NOT THE PROBLEM.

Our NIGHTMARE began when we rebooked the Emirates flight from Istanbul to Pakistan, and we had 3 hours to board in that flight which was no problem for us.

We went to the Turkish airline costumer help desk (located near gate B2) to ask about our baggages and how can we get our bags to the destination.

The man told us to EXIT the airport by getting visa and collect our baggages and board them to the flight.

We told him it’s not possible for us to do this and if the staff can help us in any way? Mind you my 11 year old brother was severely ill and he had to use bathroom again and again.

The man was very rude and asked us to go to passport control. My family and I hurried towards the passport control as we knew this man won’t help us. We spoke with the hijabi women (who was on “other nationalities counter”), and asked her if she can help us.

She could not even speak a word of English and was using Google translate. She showed us her phone and it said “you need visa, there’s no other way”.

At this point I was crying and told her we can’t miss our flight and visa process will cause delays in our boarding. She did understand a word and kept showing me her phone.

I PAID to get the visa, went to the lost/claim baggages department. The man sitting there said you did not have to come here, and you could have just give your tags to the airline, and they would have taken care of it or

send them in the next flight.

We were extremely disappointed how can these people not see a family in distress and made us go through this visa/baggage process for no reason. The guy at help desk did know this I’m sure, still he chose to not tell us this and continued to be rude.

Anyway, we were running for another 40-45 minutes to get to the Emirates gate from the lost/claim baggages department.

It should be in the CCTV how my family and I was crying in fear of missing our 2nd flight, and it happened. They had closed the boarding and we reached there only when there were 52 minutes left in the departure.

My family and I had to sleep in airport, my brother was extremely uncomfortable due to his sick stomach, and badly wanted to go home.

We booked the third flight for the next day around 07:00 pm as there was no other choice.

Hi, I have already filed this complaint on 1st of June so I will copy and paste my previous statements. I have not heard anything. I will not leave this matter until we reach a solution or I'll escalate this with the national authorities.

On 01/06/2023 me, my mother and my sister were retuning to Manchester (7:40 AM flight Turkish Airline TK1993) from a 9 day trip to Istanbul. At passport security control at 6AM. Entry number 2, kiosk number 37. My mother stayed with my sister after her passport control was done because my sister suffers from excessive OCD and she wanted my mother to collect her passport from the Turkish employee after the check was done, however, without any warning, the officer behind the desk started shouting and cursing at my mother in her own native language (calling police was the only thing I gathered from her shouting along with her being angry for being closely looked at by my mother) she cursed and degraded my mother for a what seemed like 90 seconds of shouting from the top of her lungs. As I was in shock, I tried to explain the situation and persuade the officer to calm down but to no end. The whole airport was looking at us. It was humiliating and embarrassing. For an officer of such great airport of such great city to act so unprofessionally and unhinged with no warning is absolutely abysmol!

I didn't follow up on the matter as I didn't want to risk missing our flight. This horrible lady looked angry and had no common sense, no sense of care or integrity in her behaviour. If it was inappropriate for my mother to stay back for my sister to assist her, she could have gave her a warning and asked her to move but instead, she decided make a scene out of embarrassing my mother infront of everyone by shouting words in her native language and insulting us when we had no way of knowing what was the cause of the issue at the time.

Hello, my sister, for whom I purchased a ticket with Trasavia (TO3289), was denied a boarding pass and entry to the plane due to a long line at the check-in gate in Istanbul airport. She waited in line for over 40 minutes and was rejected as they closed the check-in desk right in front of her and other waiting passengers. She had preregisted with her passport information and pre-selected the seat but was still denied boarding despite showing the proof of check-in done online (all the staff had to do is check her ID to issue a boarding pass).

Aside from the poor management of check-in desks, the staff was then extremely rude (laughing, ignoring, walking away) and physically agressive to passengers including my sister, to the point of making her cry. A staff member, seemingly called Aylin, removed her badge and refused to share her full name, threatening to call the police.

In the end, several passengers including my sister were not let to board the plane for the simple reason that the line at the check-in was mismanaged and the staff refused to issue boarding passes to them after the official check-in time was over. Btw, the flight was delayed by 35 minutes.

Hello,

I am writing to report a highly rude and disrespectful incident involving a passport checker at Security Check 2, Checkpoint number 37 at Istanbul Airport on 01/06/2023 at 6 AM.

This individual shouted loudly at my family for simply staying close to each other, while there were other groups of two or three people being allowed through the passport check right next to us. We were confused as to why it was considered wrong for us to go as a family but not for others. This person continued to shout for an extended period and used very rude language towards us in Turkish. Despite complying with their instructions, the attitude displayed was completely UNACCEPTABLE. I have never experienced such behavior in my entire life. My mother was deeply hurt and began crying. This kind of savage behavior reflects poorly on the airport's customer service and Istanbul as a whole. As a country that relies on tourism for profit, one would expect excellent customer service. However, it is incredibly disappointing to see the opposite.

I have decided that I will never return to this airport unless I receive an EXPLANATION and APOLOGIES from the rude woman involved and from the company itself for employing such unprofessional and terrible staff as their representatives in customer service. I am demanding a prompt response, or I will take further steps to address this issue. I will not rest until I receive an answer and a sincere apology. I refuse to accept this kind of behavior towards my family, and I firmly believe this woman should be terminated from her position.

If you require more details to identify the person involved, please send me an email, and I will provide the best information I can.

Furthermore, please inform me of her name if possible.

I eagerly await your response.

Sincerely,