Turkish Airlines’s earns a 1.1-star rating from 1 reviews and 486 complaints, showing that the majority of passengers are dissatisfied with flight experience.
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Missing luggage
I Akintola Samuel board a flight from Lagos to odessa, and i checked in one box containg clothes, food stuffs, jewelry, e.t.c.And since december 26th when i left for Ukraine i aven't seen my luggage .I dont know where it is Turkish Airline is one of the best airlines in the world today and and i dont know where the problem is coming from, but i know my luggage would be brought to me.
Read full review of Turkish Airlines and 8 commentsCompensation for lost baggage
Important Details : Turkish Airlines have lost my baggage with the following details: a) Ticket No. ETKT 235 [protected] (copy placed at the end) b) Date of Travel: 02 October 0310 hrs c) Flight Number: TK 0353 (Alm-Istanbul) &TK 2108 Istan- Ankara d) Lost Baggage Report No. ESBTKB 15125 (against Tag Nos. TK 691035/36) My claim towards the lost baggage i...
Read full review of Turkish Airlines and 20 commentsPoor service from airline on delayed luggage
I travelled in December to Chicago with this airline and they lost my one bag for most of my trip which was extremely inconvenient. It was difficult to get through to the number given and when they finally found the bag, it then took several days to deliver the bag to the address I'd given for delivery, over numerous anxious phone calls, in the first few days after the incident.
Since then the South African customer service has been even more stressful. I was told I would receive a compensation payment that was far less than adequate and sent through my banking details. Over a month has gone by with no progress and now I am told they will not pay the full amount but a lesser amount with no justification and no communication or response to my emails. This is all extremely unprofessional and entirely unfair and I am looking for an apology, explanation and due compensation from this dis-organised airline.
I had to pay for overweight
I flew from Zurich (ZRH) to Seoul Incheon (ICN), via Istanbul (IST). My complaint is about the CHF 300 for "excess baggage" I was asked to pay at the Zurich Airport. I disagree with this, since I was misled by the information I obtained from the homepage of Turkish Airlines.
The check-in personal and a representative of Turkish Airways argued that I had more than 20 kg of luggage. This is true. However, I had previously visited their homepage and concluded that my baggage allowance was 2 pieces, each of which not exceeding 23 kg. I came to this conclusion after having arrived at
http://www.turkishairlines.com/en-INT/help/faq/general_baggage_information.aspx
through links on their homepage. The title of this website is "General Baggage Information", and item number 3 gives a table for the baggage allowance, stating the baggage allowance I mentioned above. (I flew in the economy class.)
Since this is an allowance I am used to, I did not doubt the information. Only now when revisiting the website I realized that after the title of item 3 there is some fine print saying "For U.S.A. and Canada". I find this webpage deceptive, since its title is "General Baggage Information". Consequently, all items refer to a general destination - except for item 3! Why does this item not contain the baggage allowances for other destinations?
Taking into account the time pressure before a flight, I imagine that other passengers are similarly misled. I also found the information about the baggage allowance difficult to find. (The obvious link "You and Your Baggage" on the webpage
http://www.turkishairlines.com/en%2DINT/
does not help, for example.) Furthermore, I didn't receive any information about the baggage allowance by e-mail.
The complaint has been investigated and resolved to the customer’s satisfaction.
Avoid Turkish airlines at all costs
I bought 2 tickets on 1 Sep 2009 from Johannesburg to Dushanbe on the Turkish Airlines (TA)website. The same day I heard from Tajikistan friends there were problems with our visa application. I went to the TA office in Johannesburg and cancelled the tickets. I was informed there that the penalty would be +- ZAR 1000, but that the refund could only be made...
Read full review of Turkish Airlines and 28 commentsTurkish airline not a star alliance
Flying from Dakar to Bangkok via Istanbul with Turkish airline, the flight was delayed for two days due to to a carrier defect. For the note a similar carrier defect took place while flying from Bangkok to Dakar.
While waiting at the airport for the carrier to be fixed, food was offered to coach passengers whereas business passengers were left starving in an empty lounge.
When the cancellation of the flight was announced, passengers who could speak Turkish or were friend with the Turkish Airline ground staff were re-routed on other flights. Despite being Star Alliance gold and business passenger I could not get any service and was told that all the seats available on alternative routes had already been granted to other passengers. Strangely, when inquiring at other companies desk business seats were available all the way to Bangkok. Apparently Turkish airline has not yet understood what a gold status Star Alliance member is. They clearly do not deserve to be par of the alliance.
in Dakar the passengers could speak Turkish and were friend with the ground sta
The complaint has been investigated and resolved to the customer’s satisfaction.
Never Fly with Turkish Airlines if you have an infant with you on board. They are always ready to grab more bucks from you to get extra legroom seat. You'll most probably never get a bassinet.
When we booked the flight we requested wheelchair accessible for both of my parents. My parents are suffering from different sicknesses and need the wheelchairs. In New York they were provided but in Turkey they were told to follow while one person was in a wheelchair. The incompetency was really disturbing. They were even rushed trying to follow.
I have never experience as bad and outrageous customer service than in this airport Bangkok! All the staff is very rude and terribe angry.
Never again.
My 3 pieces of baggage were lost in the layover at Instanbul to LA. For 3 days, nobody could tell me anything about the status or whether they were. Customer service had not created a reference number so each time I called I had to say the same story to the new agent again. Eventually my bags arrived, I was offered no refund.
I was traveling to Nairobi from Toronto, and during my transit on March 27, my goods were damaged because Turkish airline failed to protect from the rain. I just want now to leave early because I don't have enough clothing and my laptop is damaged. Could you put me early flight.
My email address is: yusuf.mohamme@gmail.com
Currently the passengers on flight 33 are sitting in Dallas, Texas and are not being allowed to depart. They have been on the plane just setting for over two hours. This is not acceptable and they need to depart the plane NOW!
Turkish airlines has broken my bag wheel and its been 1 month now they are not ready to reimburse me as the wheel is not available with them.
the most irresponsible staff and worst experience ever.
till date i have not received the bag nor the reimbursement.
It’s now over 3 hours and the passengers are still just seating on at a gate. How is this ok?
About Turkish Airlines
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Turkish Airlines Contacts
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Turkish Airlines emailscustomer.service@turkishairlines.com100%Confidence score: 100%Support
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Turkish Airlines addressGeneral Management Building Investor Relations Department, 9th Floor Yeşilköy Mh. 34149 Havaalanı, Cad. №: 3/1, Istanbul, Turkey
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Let me share my horrendous experience on Turkish Air, ironically at their own headquarters in Istanbul. I was en-route to Singapore from Madrid, with the intention of a 2 hour stopover in Turkey. Unfortunately Istanbul was experiencing snowstorms, hence our first flight from Madrid to Istanbul was delayed by a couple of hours. The ground staff promised that our connecting flight would be notified and be made to wait for the transfer passengers.
Upon arrival at Istanbul, we hurried towards the transfer gates, but was held up by their elaborate systems of security scans and bodily checks at the insistence of ground staff. To make matters worse it seemed like they forgot a bunch of passengers were scheduled to arrive late, so the connecting flight to Singapore left on time as we were standing about 200 metres away from the boarding gates.
We were desperate to get home, but we still had to face the complexities of the Turkish Air ticketing department - which involved a lot of standing around and waving at the desk staff to capture their attention. About nearly 40 people were stranded simultaneously at 1am (local time), it appeared, all headed to different countries - all of them clamouring to get their return flights sorted out and it was total chaos because the transfer desk was both slow and understaffed. In the end it took 6 hours of intense argument and frantic hand-signalling to get ridiculous connecting flight plans (half of us were redirected to London and then Singapore, the other half Munich, then Singapore, conveniently moving farther away from our destination). To make matters worse several families in our little group were unnecessarily divided into different flights, with children going one way and parents another (leading into another round of rearrangements and ticket-printing and whatnot)
Waiting for our flights took another long 7 hours, where we (once again) had to beg and plead the Turkish Airline staff to give us our deserved hotel stay; which they almost denied on the grounds that 6 hours of our 13-hour transfer was spent arranging our replacement flight and hence the remaining 7 hours isn't long enough to justify sleeping on a bed. Utter rubbish.
Troubles didn't end there, because at the boarding gates of our new connecting flight, a few of us were denied entry into the plane, because of some faulty data-entry on the part of the transfer desk. That poor group was so fed up they blew a few thousand euros buying their own return tickets. In addition, our baggage tags were confiscated by ground staff while being stranded (for unknown reasons), and so all our baggage was conveniently left behind in Turkey for another 3 days, before our local airport got it back in Singapore.
Turkish Airlines may have relatively good in-flight services and reasonable rates, but their ground staff really need to coordinate and communicate better to ensure that the small mistakes they make don't affect the passengers and cause this much anxiety and distress. Also, their company policies need to improve; it is simply inhumane to expect stranded passengers to spend 13 hours sitting around the airport floors after going hours without rest or detaining passengers over minute clerical discrepancies when there are evidently enough seats on the flight for them.
Let me complaint to Turkish Airline at Check in Counter at BKK Airport ( Specially Mr.Saranyu ) because of They not so good service and have no Knowledged how to serve The customer which in my Opinion mostly We using Turkish airline which Flight to Istanbul in so much Volume of passenger Unfortunately never get nay good service from them so, We have to change mind to using another
airline excepting Turkish Airline so pls investigating on above for yr development of service
On the 6th January I traveled from Istanbul to Erbil, Kurdistan. Upon my arrival both my bags were missing despite the flight being completely empty. The next day I received a call that my bags had arrived in Erbil. I went to collect them at Erbil International airport only to discover that only 1 bag had arrived and it was completely destroyed. The bag still missing contained most of my clothing and other important contents in order for me to conduct my business in Erbil. I called Turkish Airlines in Istanbul and had an extremely difficult time trying to firstly hear the agent on the other side of the line (sounded like the call was being placed from the bottom of a fish bowl)and the agents English was very poor. They were unable to assist me despite me giving them all the required information (tag numbers, flight numbers, boarding pass etc.) The contents of my luggage is probably worth more than US$ 3000 and some of the clothing was bought on my trips the the USA and can not be replaced. Today again I called Erbil airport to see if my bag had arrived but still nothing. In Istanbul I saw a pile of luggage scattered all over the place, some bags spilling their contents and I still remember thinking, thank goodness that's not my baggage, boy was that short lived. I saw on BBC and interview with the CEO of the company and he was telling the interviewer how great his company was and how they offered world class service. I think he needs to be re-interviewed and questioned about his companies poor service and how many of his customers have lost bags. I have visited various sites to express my anger about their service and was shocked to see how many other passengers have experienced the same thing. At Erbil airport they have a room full of lost and damaged bags and when you submit your claim via email you receive an automated response stating "***This is an Automated response***
Dear Sir/Madam,
We acknowledge receipt of your message and thank you very much for taking time to contact us.
We will study your request and due to high volumes will reply to you as soon as possible.
The message clearly reveals that they have a high volumes of lost baggage. Perhaps BBC should look into this and use this information when they next interview the CEO. I am taking this very personally and will stop at nothing to expose this airlines atrocious service. I urge all customers of Turkish airlines who have experienced the same sort of treatment to visit blog sites and social media sites to expose the poor service they are giving. I have no idea how they could have been voted Europe's best airline. Perhaps best airline in the category "Worst Airline in Europe"
I would like to share my similar bad experience with Turkish Airlines.
My case happened in Istanbul, ironically, the headquarter of Turkish Airlines which they had the worst airline customer service which i have ever encountered.
I took Turkish Airlines on 29 April 2011 from Ho Chi Minh, Vietnam to Istanbul with a 90-min stopover in Bangkok. When I arrived in Istanbul in the morning, my luggage was nowhere to be found. I was very nervous as I had nothing with me as I literally packed everything inside that missing luggage. It was 11c outside and i was on slippers. To cut the story short, this was what happened after that:
a) This took place in the 'Lost & Found' office in the arrival hall of Istanbul, next to luggage claim belts. They checked and filed a report. They passed me that report and asked me to go away without explaining me about the procedure and compensation process. When I insisited in getting more explanation, ie when & how they would process this, not one but 4 of the customer service representatives laughed at me as if I was asking ridiculous stupid questions. The only thing they said repeatedly to me was they would call me once they had found the luggage. I was furious in the end and left with huge anger, as I could not get any better answer from them. They are the worst Turkey ambassadors which Turkey cant afford to have.
b) My hotel had been trying to follow up with them in the next 4 days. But they gave various confusing answers about the status. On the 5th day, I called by myself and the same customer service representative answered the call. He was very impatient to my questions and didnt answer my question directly. My question was if they had checked Bangkok office which I suspected that my luggage was transferred wrongly to Bangkok. He was rushing to close the call by giving me another contact number for my luggage claim as it would be a lost cause.
c) They never called me again, until i called the luggage claim department on the 7th day, trying to understand about the compensation details. They told me that they had found my luggage in Bangkok and the luggage was ready to be picked up. Why didnt they call me? Actually, according to the tag on the luggage, they already found my luggage on 5th day but they didnt contact me as they promised.
d) When I claimed back my luggage in airport on the 8th day, they offered nothing about the compensation for the delayed luggage, until i asked for it. They offered me 100 USD as the compensation. This is too little for the stuff which I needed to buy to survive for 7 days under chilly weather and the emotional baggage i gotta live with for 7 days. Again, the Lost & Found customer service HAD NO INTEREST to deal with customer like me, AGAIN, they had forwarded me to another call number to fill the complaints.
I am very disappointed with Turkish Airlines customer service, even their inflight service is not good. They are not only under-trained in handling this kind of situation but also lack of transparency & honesty in the compensation process. I will write to Turkish Airlines and I hope they will improve their 'Lost & Found' customer service and compensate us in a fair manner.
If anyone knows how they work and their compensation process, please advise. Thanks