✅ Trip Verified
| The coronavirus-related compensation programmes announced by Turkish Airlines are there just to fob clients with empty promises. They refuse to apply them and do not follow ticket change/refund terms as advertised on their website. I had a flight booked with Turkish Airlines from Montreal to Sofia in second half of March 2020. I could not travel due to rapidly evolving pandemic situation, with new travel advisories and restriction imposed, and borders closed literally every 24 hours. At that time, Turkish Airlines had already cancelled virtually all European flights as of March 14 and had announced seemingly customer friendly compensation policies such as the Open Ticket and the Zero Change Fee. Back then, I called Turkish Airlines customer center, explained precisely my case, provided airline confirmation number and they told me my ticket was cancelled and I was eligible for free ticket change under their Zero Change Fee policy. Whenever I’d decide my new dates of travel, I should simply call them back for issuing my new ticket – that’s what they told me and this fact is well documented. Beginning of July I contacted them to request ticket change for a flight in August for the same destination and same cabin class as per the Zero Change Fee policy terms. It’s been 3 weeks now and I still do not have my new ticket issued. During that time I spend a lot of time calling Turkish Airlines call center, speaking to customer care department, writing several feedbacks through the form on their website. They would not take responsibility, I was given a bunch of ridiculous explanations and excuses, even got shameful demands to collect fare difference or cabin class ‘upgrade’ for more money, all of which contradicts the published terms of their Zero Change Fee policy. So, bottom line is that they do not adhere to the terms of announced policies, waste customers time and deride customers by asking them to contact third parties or their sales offices that may be closed, despite their website states clearly that all requests can be completed by calling the call center or online, as I was told back in March. Their call center and feedback form is a complete waste of time, they are not there to solve problems, but just to lead customers to a dead end – replies are but general wording and one can clearly see nobody in their customer care department is really following your case, aware of details or even reading what you wrote to them. Everything is done to deceive customers and to procrastinate the fulfilment of customer’s requests, ultimately ruining their travel plans. It is a disgrace for a Star Alliance member to treat its customer in such a way and my vow to Turkish Airlines would be that more actions are coming to denounce the disgusting way they mistreat clients.