Turkish Airlines

Customer Reviews

3 star Skytrax Rating
Food & Beverages 12345
Inflight Entertainment 12345
Seat Comfort 12345
Staff Service 12345
Value for Money 12345
Customer rating from 1567 reviews
5/10
3 star Skytrax Rating
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1/10

"Terrible customer service"

(United States)

Trip Verified | I had a round trip from Salt Lake City to Istanbul via New York in August 2018 returning September 2018. My return ticket was cancelled due to a hurricane and I tried getting my money back starting early September 2018 and got the runaround. Terrible customer service. One office said I can fly without any charges on the cancelled ticket within a year but it was all a lie. I requested a credit on new tickets I wanted to buy for 2019 but they refused to work with me.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteIstanbul to New York
Date FlownSeptember 2018
Seat Comfort 12345
Ground Service 12345
Value For Money 12345
no
2/10

"Stay away from Turkish Airlines!"

(Taiwan)

Trip Verified | Warsaw to Taipei via Istanbul. In-flight experience is average. Nothing more or less than expected in economy. Appreciate the 3-3-3 layout in economy on the B777, meaning marginally more room than the traditional 3-4-3 on some airlines B777. Customer service is absolutely terrible. Baggage arrived 48 hours delayed and damaged. Applied for compensation with Turkish baggage irregularity department. Was requested to upload numerous documents: passport, boarding pass, picture of damage, receipts of necessary expenses due to delay. The “Claims department” then updates my file requesting an invoice for luggage repair. I provide this - have never heard from them since. Multiple follow up messages have been left unanswered with no response to the invoice they asked for. Two weeks have passed and no response. Seems Turkish customer support is run by a bunch of amateurs. Will be flying Emirates or Lufthansa for my next Europe-Asia routes. Emirates was able to proactively house me one night in a hotel in Dubai due to a weather related cancellation and provided hot meals and shuttle buses until the next day’s replacement flight...and Turkish Airlines can’t even get a baggage damage claim sorted. Go figure! Stay away from Turkish Airlines!
AircraftBoeing 777-300
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteWarsaw to Taipei via Istanbul
Date FlownJuly 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"unable to communicate in English"

(Singapore)

Not Verified | Singapore to Catania via Istanbul. I wish I could give this airline and their airport staff a zero-rating. Horrible experience. Plane was late and I missed my connection. At the airport, I had to struggle for hours before they agreed to put me on another flight. Airport staff was unable to communicate in English and was extremely rude. They repeatedly threatened customers protesting at the counter to call the police. I reached my final destination 12 hours after my scheduled arrival. To top this all, Turkish refused to refund my flight or grant any kind of compensation, as "they are not part of the EU" so they're not bound to EU rules. Outrageous. Never more with Turkish.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteSingapore to Catania via Istanbul
Date FlownDecember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
9/10

"want to help customers"

(United States)

Trip Verified | Los Angeles to Samara via Istanbul. My final destination was Kazakhstan via Istanbul Turkey and Samara Russia. My wife and I do not need a visa to enter Russia; however, we found out in an airport before checking in that our new born baby need a visa to enter Russia even if it is transit. Its our mistake that US passport holder needs a visa to enter Russia even if short transit. You can not image how frustrate in this situation when you are ready flight with a new born baby. Los Angeles ground staff felt sorry for us and tried to solve this issue and even called Russia consulate in Samara to see any other options for this case; unfortunately, there was no options to enter Russia without a visa with U.S. passport holder. They said "sorry to us so many times; but, at the same time, they keep looking for any other options". Eventually, I decided to purchase new ticket to go Kazakhstan without transit via Russia; however, a staff explain that if we miss or give up one of five flights, (there is five flights on our itinerary), rest of flights will be canceled as per an airline policy. so we have to flight to Russia in order not to lose all flights. so I called Expedia to see what is our option for this case. As I expected, we have to purchase entire new tickets which is $8,500. Expedia said that is only option since that is an airline policy. I thought Turkish airline is the only one can solve this issue even if I purchased tickets via Expedia. So I started to convince them we will take all responsibilities even if we lose tickets. told me "just let us fly to Kazakhstan then I will purchase new ticket to fly there without entering Russia and please just remove our name from the list of flight from Istanbul to Samara Russia". Finally, they helped us to fly to Istanbul and then Almaty Kazakhstan without lose tickets. Once we arrived at Kazakhstan, we were able to apply Russia Transit visa for our baby so we can fly to Istanbul via Samara Russia to return to U.S. I felt that these staff in Los Angeles mind was that they want to help customers and take time to try to solve the issue even if they were doing against their policy.
AircraftBoeing 777-300ER
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteLos Angeles to Samara via Istanbul
Date FlownAugust 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
5/10

"level of English was inadequate"

(United Kingdom)

Trip Verified | London Gatwick to Istanbul via Dubai. My daughter's birthday was on the day we flew out from London Gatwick and I phoned them in advance to let them know this. They informed me to sign up to their 'Miles & Miles' membership so that they can provide a cake to my daughter in the plane. I did what was asked for but no cake or anything special. The aircraft was small from London to Istanbul, however the aircraft from Istanbul to Dubai was slightly bigger. I would have thought they would had bigger and better planes as London is a more international city but I was wrong. The customer service from stewards was poor. They did not smile and the level of English was inadequate as they could not answer basic questions i.e do you herbal tea. Equally, the food was terrible and tasteless. We were given something like toast. They should stick to traditional food like bulgar with kofta or shawarma. This would have been better. On the plus side. Entertainment system was good and had good choice of movies etc including Turkish TV series 'Ertugrul'. On the way back to London my daughter's TV entertainment system did not work which was disappointing. Economy class seats were okay but nothing that special. Long way for Turkish airlines to go before they become an international class carrier. Would not fly again nor recommend it to anyone.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteLondon Gatwick to Istanbul via Dubai
Date FlownAugust 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"Our worst travel experience"

(United States)

Trip Verified | Istanbul to Boston. Our worst travel experience with Turkish Airline ever. We flew along with 2 kids(3 & 6 year old ) and had a food allergy. Individual Seat assignments: Our seats were confirmed 25D,E,F,G but they re-assigned seats for all of us separately(30D, 24B, 19J, fourth boarding pass got missing in chaos but it was a separate seat) . We are having a hard time understanding how a 3 year old child can travel unaccompanied? When we asked for the reason, they did not have an explanation. We stood on the airplane gate for half an hour when finally they assigned, separately, two seats for mom and daughter together and two seats for dad and son together just before take off (gate was closed and we were literally standing on the gate whole time during boarding process). These seats were not even anywhere close together (Row 27 for mom and daughter and row 9 for dad and son). When I asked how this could happen when I had called and already had confirmed seats, the guy at the gate (part of cabin crew) was extremely rude and replied very rudely that he doesn’t know what happened but he is trying to help us find a seat. Apparently he did not think anything of letting a 3 year old and a 6 year old sit together. The two female flight attendants were a bit nicer and they said to him in Turkish that a child cannot sit alone (they were speaking in Turkish but I could tell that’s what they said because they pointed to my kids). Staff is so unprofessional and rude. When we checked in, we simply asked reason for not assigning seats together (please note that I had called the airline and made sure that we have seats together), the person on the desk was rude and was not replying to our questions. He simply gave the reason, in broken English, that the plane has changed that caused the problem when we asked why it was taking so long to check us in and if everything was ok. However, plane was not changed and he simply lied to us. Poor communication skills: The big problem was, they don’t understand/speak English well. When we asked reason why they assigned our confirmed seats to someone else, the person on the check-in counter could not explain in English and he got frustrated as he as was trying to explain in broken English which was hard for us to understand. In his frustration, he stated showing his rudeness. The same situation was on the plane, whey they were trying to get seats for us, we asked crew members how did this happen? they simply could not reply in English and ultimately replied with rudeness, again it was language problem but I feel that the females were nicer than the man at the door of the plane, who was part of the cabin crew. The other guy was polite and ok who was serving me food but the guy at the door (part of the cabin crew) was extremely rude). He was the one we asked how this could happen when our flight was confirmed and he responded rudely. We asked if at least two of us could sit together behind each other (2 seats in front and 2 in back) and he said yes and told mom and daughter to follow him (all the way to row 27), yet dad and son were told to wait there and were given seats in row 9. Mom was waiting for dad and son to show up close to mom and daughter, but that did not happen. Dad in row 9, had to call a flight attendant and ask where mom and daughter were. He was then led to our seat all the way in the back of the plane to show us where we were.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteIstanbul to Boston
Date FlownAugust 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
4/10

"super uncomfortable cold"

(Australia)

Trip Verified | On the flight from Kuala Lumpur to Turkey and on the return flight, the air conditioning was very cold, super uncomfortable cold. My wife and I both returned home with flu like symptoms, I received anti biotics for a chest infection from the long flight under such cold conditions. I was wearing suitable long pants, long sleeve shirt, jumper yet still felt cold with the airline blanket on. My wife used two blankets and still was cold the entire flight. I've flown many long haul flights with other airlines and never has the cabin temp been so so cold.
AircraftA330-300
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteKuala Lumpur to Odessa via Istanbul
Date FlownJuly 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"Never again with TK"

(Italy)

Trip Verified | Milan to Mombasa via Istanbul. They changed the flights 5 times between the date I bought the tickets and the departure due to the opening of the new airport. Then they lost the bags of the full flight in their new airport in Istanbul! After 5 days we are still waiting for any information about our bags. They ask you to fill in the online questionnaire because the one done at the airport with their staff had no reference number. To open the report of the claim they tell you to list one by one the items included in your bags indicating the price of each one, otherwise the claim report remains open because they flag it as "missing documents". They don't know where the bags are and since they have the worst client service ever seen in my life, you only receive standard answers. Never again with TK.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteMilan to Mombasa via Istanbul
Date FlownAugust 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"definitely not a business class"

(France)

Trip Verified | Paris to Kilimanjaro via Istanbul, returning from Zanzibar. The seats are not suitable for a trip of + 7h. This is definitely not a business class but it has the price though! No registration in advance possible: no couple seated together in Istanbul and here we go again in Zanzibar. Staff do not respond to simple requests (eg glass of water), always returning later - but nothing happens later! During the stopover in Zanzibar, no information was provided, customers are left in a staff change cabin and disturbed with the new team that is completely lost. This was a hot mess! In summary, fly Oman Air or Ethiopian, it cannot be worse.
AircraftBoeing 737-800
Type Of TravellerBusiness
Seat TypeBusiness Class
RouteParis to Kilimanjaro via Istanbul
Date FlownAugust 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"my worst travelling experience"

(Canada)

Not Verified | Montreal to Istanbul. I had my worst travelling experience in my life. They lost my luggage for 3 days. They did not give right information on the phone and they did not compensate the expenses due to the delay completely. The ticket price was more expensive than the other airlines and the provided services was disaster.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteMontreal to Istanbul
Date FlownJuly 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no