Turkish Airlines

Customer Reviews

4 star Skytrax Rating
Food & Beverages 12345
Inflight Entertainment 12345
Seat Comfort 12345
Staff Service 12345
Value for Money 12345
Customer rating from 2512 reviews
4/10
4 star Skytrax Rating
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1/10

"worse than a low-cost airline"

(Belgium)

Trip Verified | Brussels to Istanbul via Beirut. We have been failed by this horrible airline in so many ways. To start, we have booked our Christmas tickets on July 1st to secure a place for a fair price. The night before the flight. We go online to check in and discover that our connection flight from Istanbul to Beirut has been cancelled and we were automatically put on the previous connection flight that leaves before we arrive from Brussels. The system allowed the check-in and did not see anything wrong in the combination of flights. We call the customer service to make a change of flight three times and in all times the agent was unhelpful, unready for a conversation, and insisted that if we wanted to make it to Beirut, the only option would be leaving on the 23rd of December to arrive on the 24th, knowing that our initial booking was departure and arrival on December 21st. The only other option given was to fly on the 25th or get reimbursed with the ticket price paid in July to be able to buy a new ticket on another airline the day of the flight, which of course you understand how ridicule this is. So being scared to miss the opportunity to see my family this Christmas, we took the 23rd December option. After that, I researched more thoroughly the options and discovered that they were other options that made us get in time for our connection flight on the 21st, with available seats, that the agent had not only not offered, but also assured there were none. I confirmed with another Turkish airlines agent the availability of taking this flight I found, me, the client, who did what they were supposed to do if they were competent. However, now that I had agreed on the change of ticket for the 23rd, to be able to make my new change, policies applied all of the sudden, when they were completely at fault since the beginning. To make the change we had to pay a 100€ per person plus airport taxes plus the difference in price for the tickets which changed from 360€ per person to 680€ per person, which is completely scandalous since so far, all problems come from a failed system that never notified us about a change in flights, an agent who didn't do his job, and a customer service that is completely indifferent. To try to rectify the situation, I have stayed awake from the 20th night till 8am the next day, supposedly drafting a claim with the claim center without any proof of that, having the agent give me repetitively robotic textbook answers and telling me to wait. After staying awake, we never heard back from our urgent request. Missed our solution option with the plane leaving. I stayed on the phone trying to take the next available solution. Our file is "still in process" with no solution, missing all our option to get there before the 24th. This company behaves worse than a low-cost airline. Insults the customer and their intelligence. Hires people who neither have the proper English nor the empathy to deal with a client. Is frustrating and shameful. I am missing important family moments I have planned for months ahead because of this airline, its system, its employees. As for recommendations if you want to go to Beirut. Pegasus, a low cost, is much more efficient and respectful. Middle East airlines was definitely a good experience, I had a problem once with Aegean airlines, but they solved it on the spot not leaving for me room to complain.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteBrussels to Istanbul via Beirut
Date FlownDecember 2018
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

"avoid these unprofessional people"

(France)

Not Verified | Paris to Dar es Salaam via Istanbul. Turkish Airlines is at best unreliable. The nightmare started in August but let me say all in until I travelled in December I changed the ticket 3 times. Every time 'schedule changes'. Then when I travelled, they lost my bag. When they found it, there was a missing item! I wasn't alone missing a luggage at the airport. Turkish airlines is just very unprofessional. I bought their ticket because of competitive prices, but if I calculate the ticket price and the time and money to call them (because of their issues), I should just have bought a ticket from a superior company like Emirates or Qatar. Spare yourself from ruining your vacations and avoid these unprofessional people!
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteParis to Dar es Salaam via Istanbul
Date FlownDecember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
5/10

"complaints handling a disaster"

(Austria)

Trip Verified | Vienna to San Francisco via Istanbul. Flight experience was ok and satisfying. Customer complaints handling a disaster. TK did not credit status miles as on the ticket. But no way to get an answer why. All online contacts tried. Autogenerated answers, refusal to accept messages in language of home page. Refusal of message because form not filled completely (no miles and smiles number, we cannot deal with your message). And last "You may contact with related Airlines customer service for the transactions". All from email accounts that would not accept answers. My take is clear: TK does knowingly produce wrong and misleading information on tickets, and laugh at customers asking for remedy for non provided services. Hence, neither me nor any company member I have to authorize will fly TK from now on.
Type Of TravellerBusiness
Seat TypeBusiness Class
RouteVienna to San Francisco via Istanbul
Date FlownNovember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"it’s how the crew treated me"

(United States)

Trip Verified | Istanbul to Los Angeles. Ground crew is just terribly unhappy. Rude and condescending. They are unhappy with their jobs and it shows. None of them actually care about their company which reflects on the leadership. Therefore the customer experience is bad all around. You get what you pay for and that’s Turkish airlines for you. The incident that prompted this review is the fact that I dropped my glasses. I waited for all the passengers to leave and then started looking for them. As I was looking for them, their crew instead of helping asked me to leave the plane assuring me that they will look for it and bring it to baggage claim. When I reached baggage claim they said wait for a few minutes and we will let you know. Another 15 min go by and they found them, told me to pick them up at the check in counter at departures. So I walk up there and the lady at the desk is just unhappy. She tells me it’ll be 45 min and they can’t mail them to me, So I wait. One and half later someone shows up with glasses that are not mine. They said wait till we find more, two more pairs come up and still not mine. Another 45 min go by and nothing. So basically 500 dollar glasses down the drain. Bottom line, if you drop something don’t leave the plane, they will try to push you out and then they wouldn’t care. I would say go pay a little more and pick better service. It’s not that I lost something, it’s how the crew treated me after having dropped an item that I could have retrieved if they had let me look for it
AircraftBoeing 777-300
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteIstanbul to Los Angeles
Date FlownDecember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
8/10

"major shortcomings on the ground"

(Turkey)

Trip Verified | Turkish Airlines needs to offer transfer service options (maybe even check in at pick up location) like Emirates does if it wants to remain competitive as the current arrangements for the new Istanbul Airport are greatly inadequate. The check-in kiosks are still not operating reliably. TGS staff were present to offer assistance. However I can not see TK moving all operations in less than a month without damaging their overall product and reputation as the new airport still lacks a proper lounge (the Turkish Airlines Corner arrangement although a improvement from a weeks ago still just a makeshift), restaurants, retail and other basic facilities. Boarding conducted in a orderly manner and on-time departure. The 2×2 seating business class product on this fairly new 737-800 is as good as it gets with IFE and ample space. The breakfast offering was of good quality with a tasety Turkish cheese selection and cold cuts. The scrambled eggs main dish was average. Very good selection in the bread basket. Attentive crew and smooth landing on time arrival to Baku, which is probably the best airport in the region and a pleasure to fly in to. TK offering a very good onboard product with major shortcomings on the ground, IT and customer service side devaluing their product.
AircraftBoeing 737-800
Type Of TravellerBusiness
Seat TypeBusiness Class
RouteIstanbul to Baku
Date FlownDecember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
9/10

"Turkish really makes you feel special"

(United States)

Trip Verified | Turkish Airlines is the best domestic service and value within Europe. Turkish domestic flights across the board are quite cheap by EU and US standards, having paid $40 for a flight comparable to Boston-New York or London-Paris. Boarding was quite speedy and orderly, and what a treat to be on an enormous long-haul aircraft like the Boeing 777-300ER on such a short route, really feels special. Legroom and seat width are stellar by domestic or international standards, with a very neat and clean appearance. Inflight entertainment was not activated for this roughly hour-long journey, but a standard Turkish-style warm cheese sandwich was provided, the quality of which rivals $9 buy on board options in the USA. Cabin crew, of course, were professional and quick but not rushed. Arrival into Izmir was smooth, and we arrived at an actual gate, as opposed to needing to take a bus from a remote stand. Overall, this journey was well worth spending a few more bucks than the bus or flying Pegasus.
AircraftBoeing 777-300ER
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteIstanbul Atatürk to Izmir Adnan Menderes
Date FlownMay 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
4/10

"pay 100e more for decent air carrier."

(Finland)

Trip Verified | Istanbul to Bangkok. Old plane, when boarding no air flow in 10-15 min, Bad Air until air con started. Warm food and dessert was ok taste, but side dishes, salads etc, I could not eat. Normally I eat all in airplane. After eat, cabin was quite hot. I inform level of the temperature to air steward, but not much change. Its better sleep in cooler, because you have blanket, clothes to add on! Even cheap ticket cost, I like to pay 100e more, for decent air carrier.
AircraftA330
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteIstanbul to Bangkok
Date FlownNovember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
3/10

"Workers are rude"

(Canada)

Not Verified | Toronto to Cairo via Istanbul. Worst experience ever. On the way to Cairo there was a snow storm and all flights announced that they will be delayed. Turkish Airlines insisted that they will leave on time, instead we were all boarded and locked inside the plane, on the ground for 3.5 hours! Because of the delay, I missed my connection flight, which happens all the time. The issue was how they handled it. We were given no information on the plane on what to do now that we missed our flights. We just had to walk around and ask randomly. They said we have to stay in the country as there are no flights till tomorrow and that they will pay for the visa we purchased. They put us in a hotel and I contacted them 11 times and objected twice as they refused to pay me back for the visa purchased. They finally agreed to pay only 28 USD but what I actually paid was 70 USD. On the way back , they were also delayed for 3 hours and again I missed my connection flight and the exact same happened. Only this time they had no straight flights to Canada. So I had to fly to Heathrow and from there to Toronto. Workers are rude and they told me : well, if you think we are always late then just don’t take Turkish Airlines. I hated every aspect of that trip, they need to work on their customer service. All I wanted from them was to give exact and clear information on what can be done to deal with them being late. Instead, they just let us wander around and wasted Everyone’s time. Never again will I go with them even if the alternative is more expensive.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteToronto to Cairo via Istanbul
Date FlownNovember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
3/10

"decline in quality has been steady"

(Canada)

Trip Verified | Ankara to Frankfurt on Turkish Airlines. Quick check in using the priority counter. Following passport control headed to the lounge which was too warm and had the very basic selection of food and beverages. This lounge is worlds away from TK’s lounge in Istanbul and one of the worst I have ever visited. The WiFi did not work despite repeated attempts. Headed to the gate well in advance of boarding time and much to my disappointment we were bussed to the aircraft when there were several vacant air bridges. On board the hard product was decent and having chosen an emergency exit row I had plenty of legroom. The service was extremely slow and by the time I received my lunch it was already cold. Food was well below the standard I had come to expect from TK and I see this as a telltale sign of service deterioration. FA’s went about executing their duties as if they were on autopilot. The IFE had a good selection and like my inbound journey, the audio jack did not work well causing frequent loss of audio. The flight departed and arrived on time. Despite being tagged as “Priority” my bag took considerable amount of time to come out and was delivered well after those that were not tagged as such. I have been using TK regularly in recent years and the decline in quality has been steady. The next time I travel to Turkey, I will most likely choose a different carrier.
AircraftBoeing 737
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteAnkara to Frankfurt
Date FlownDecember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
3/10

"do not enforce basic safety rules"

(Canada)

Trip Verified | Frankfurt to Ankara. Checked in well in advance as I was connecting from an overseas flight. The agent had difficulty locating my reservation despite having been presented with an electronic boarding pass and my passport. At the gate, boarded with the priority group given my status on Star Alliance. On board, the hard product looked good and with the exception of my audio jack the seat functions worked well. Following take off we were offered lunch with two options for main course. The food was tasty for economy class and the portions were OK. Several beverage choices including beer, wine and spirits were offered. The IFE had a glitch where every movie choice was directed to the wrong film each time. The seat was comfortable enough for economy. The flight pushed back and landed on time. I have taken multiple international and domestic flights with TK in recent years and as with my previous flights, this one had passengers standing up and walking to the front of the aircraft while taxiing. The FA’s did not force them back to their seats and simply replayed the pre-recorded safety message. As a result, the plane taxied for about 10 minutes with several passengers standing in the aisle and opening overhead bins risking the safety of others around them. Whilst most of my on board experience has been pleasant with TK I am appalled to see that their FA’s do not enforce the most basic safety rules and simply ignore violations. This is a very concerning display of TK’s safety culture and raises questions about the rest of their operations.
AircraftBoeing 737
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteFRA to ESB
Date FlownNovember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes