✅ Verified Review
| Frankfurt to Singapore via Istanbul. FRA-IST then 2.5h layover and IST-SIN. The check-in process was flawless. Turkish Airline personnel on the first leg of the trip was quite grumpy, but professional. Their airplanes are clean, the services offered (entertainment, catering) above average and their crew on the longer, second leg of my trip was fine as well. Unfortunately my new bag didn't arrive in Singapore. It's missing to this very day. The airport luggage handlers in Singapore created a lost baggage report form for me. They called me for four days, every day, to update me that my bag is not yet located. Then they stopped. Turkish Airline's website claims "Within the first 5 days, the search for lost baggage is the responsibility of the airport Lost and Found Office. If your baggage is not found within the first 5 days, please visit the baggage irregularity report and follow-up page and make a claim with the required documents.". So I did that. I went to their website and made the claim. The website feels like it's 1990 again, limits text fields to something like 255 (not sure anymore) characters and disables copy and paste. It's as bad a website as I've ever seen one and will send you an English confirmation mail that links you to their Turkish website. I filed claims, stated my case, provided invoices and brands/prices for the things I am missing . Within minutes I received a reply. Unfortunately it didn't state a thing, was quite possibly a canned message and had vague content like "On the other hand, if our research brings any negative result, then; the documents, which we have requested from you before, will be forwarded to our Claims department in order for assessment. We would like to thank you for your kind understanding, regarding such period, in advance.". I replied, asked what time frame, what "period" we're talking about here, given that the 5 days are over. I got the same canned response. I arrived 13 days ago, I received not 1 comment on my missing bag from Turkish Airlines. They ignored the problem so far. They are opaque about the process, share neither procedures nor timelines/schedules. I'm sitting in Singapore without my things and this airline just doesn't care at all. They claim to be oh-so-customer friendly - and truth is, their service in the air was good. But I sincerely hope that no one ever has to talk to them about lost baggage, because here they are terrible and fail in every customer service metric you can come up with.