Turkish Airlines

I had travelled on 16th July from Munich to Dubai via Istanbul with my family. Our flight from Munich was delayed over an hour. Turkish Airlines staff didn't make much effort to hurry up the process. After landing at Istanbul, we ran across from one side of the airport to the other side in an effort to catch our connecting flight to Dubai. But by the time we reached the gate about 15 minutes before the scheduled departure the gate was closed and none of airline staff could be seen though they should have known that flights from Munich was delayed. There was absolutely no effort to accomodate the extra few minutes for delay in connecting flights. Next when we contacted Turkish Airlines staff about our next connecting flights, one staff member took our boarding passes for Dubai and disappeared for an hour leaving us at the desk. We tried to find out about our next flight status and other staff members were unwilling to answer us leaving us totally bewildered. Finally after waiting over an hour, our new boarding passes were issued. Finally when we landed at Dubai, our baggage were misplaced though we had specifically asked our baggage so to be transferred to new flight. Finally we heard that the baggage was never transferred to the new flights. Today we heard that our baggage had finally arrived at the airport and we were still waiting for our bags.

I am a wheelchair user and traveled alone this time. Turkish Airlines staff made a problem why I travel alone, remarking "I am not supposed to travel alone", ask me to sign a document which says they are not responsible for any damage or injury if I would enter the plane. No other passenger was asked to sign this document. Also, after disconnecting the joystick of my power wheelchair, they did not allowed me to take the joystick with me, but put it in a plastic bag and wanted to leave it like that in the cargo part. After I disagreed, because it can be easily damaged, Turkish Airlines staff said to me that the company would rather pay for the joystick than something to happen to the plane because of the joystick. The joystick itself, when disconnected from the batteries has no any power, our laptops and phones can make more problem than disconnected joystick. I have been traveling with Turkish Airlines for couple of times and what always happens is that I am informed as a wheelchair user that I am not able to use the toilet during the flight, because Turkish Airlines does not have cabin chair during the flight, nor they would assist to push the chair to the toilet (which is service other companies offer). The longest flight with Turkish Airlines, in which I was not able to use the toilet was flying from Istanbul to Cape Town, with two hours stop in Johannesburg, so for 15 hours I was not able to use toilet. For passengers without disability, Turkish Airlines may be a good choice, because of their good connections all around the world, but for me as a wheelchair user is a headache. Because of the legislation, when Turkish Airlines is flying in USA, they do have different policy for people with disabilities because in USA you can not discriminate someone because of disability.

Flew to CDG to SAW with B737-800 TC-JFF (has the old livery). Flight was at 19.15, but at 15.00 I learnt that (via Turkish Airlines smartphone application) the flight was delayed by an hour. I couldn't arrive at the airport until 50 minutes before the flight. Even though the check-in counter closes an hour before the scheduled departure, I was able to hand in my luggage (I'd checked-in online). Pushback was at 21.10, and no explanations were made about the delay. At the beginning of the flight, Turkish delight was served. At dinner, either meatballs or chicken could be selected. I chose the meatballs, and it was delicious, and extremely hot for an airline food. I was able to listen the newest Euro Hits by using the in-flight radio. (Even though the playlist consisted of only 20-25 songs). The plane landed to SAW at 01.20, with a delay of 1 hours and 40 minutes. Apart from the delay, I had no problems.

Flew to SAW to CDG via Turkish Airlines with B737-800 TC-JFD. On-line check-in worked really well, and I was able to hand in my luggage pretty fast. Legroom was more than expected for an economy class seat. Food was almost as good as what you'd expect at a restaurant. Hot/cold beverages were served throughout the flight. As a means of in-flight entertainment, there was nothing but in-flight music. Not-so-high quality earphones were distributed at the beginning of the flight, and the system lacked variety. Various films/series were played on the on-board screens, I wish it could be possible to see the location/speed/altitude of the plane. Announcements made by the pilot/first officer in English were fairly incomprehensible. To conclude, by paying the same money, I flew with a premium airline instead of a low-cost airline. I'm glad I made that decision.

Flight departed an hour late from AUH which is very common. Ran to gate in IST to try to get connection, and reached gate 2 minutes after it closed (20 minutes before flight). I am shocked they knew about the delay and did not wait a few minutes, rather wait 5 hours for the next connection. Customer service desk were rude, and refused to provide food vouchers, and spoke in Turkish. Cabin crew were also unpleasant. 739 IFE better than A332.

TK69 Bangkok to Istanbul on 7 July, Business class cabin full however the purser and his team performed magnificently. They were all busy, however maintained a very friendly attitude to passengers. It has the best airline food in the world. After changing planes at Istanbul the same standard of service and food on the Istanbul to Manchester flight.

Fast check in at Brussels, but endless queues in the airport. Fast security track, the Brussels SN lounge which is overcrowded and badly run. Turkish Airlines always has a messy boarding - flight itself smooth, same food, but attentive staff and smiling. Poor language skills. Remote door at arrival, but used Turkish Airlines fast track and was out quickly. Return leg, good check in, fast passport control and fabulous lounge - almost First class standard.

The flight itself is great, comfortable seat with great meals served. The flight departed and arrived on time. However, the entertainment system does not work but cannot complain since it is only a 3.5 hours flight. My luggage was damaged, told to report online. Over 1 week and no response about that.

The condition of the aircraft was poor. Seat fittings were worn with soft covering tattered in many areas. "Herringbone" business class seating is confining and uncomfortable. Airshow did not work. Flight attendant required two hands to pull stuck tray. Basin in starboard #2 lav would not drain. Inflight service was perfunctory. After meal service, F/A's were AWOL until landing. Empty glasses sat for nearly 2 hours un-cleared. Meal quality was decent. Unsupervised children from Economy class ran up and down the aisles for most of the flight. Landing was a welcome event.

In reading through other reviews, I can see that my experience unfortunately is not unique. Customer service is lacking. This summer we took 8 flights with Turkish Airlines – starting in LA and going to Istanbul, then traveling around the country also with Turkish Airlines, roundtrip to Denmark - and then back to LA. Quite a lot of time, money and interactions with the airline in June and July 2015. The initial trip was good, and we enjoyed the entertainment that helps make the 13 hours bearable. The food was not great. My request for vegetarian food was only honored on the trip to Istanbul. Lost luggage, rude interactions with Turkish Airlines staff at the check-in counter and onboard, zero accountability and initiative. Our luggage was lost 2 times during the 8 trips – first with a connecting flight from Istanbul to Izmir. The plane was delayed from Kayseri so it wasn’t a big surprise – despite the fact the agent at the gate ensured us it was on the plane when we boarded. After1.5 hours the luggage appeared. And we got to our destination at 1 am in the morning. The second time – on a direct flight from Copenhagen to Istanbul – one suitcase was lost, remained lost for about 2-3 hours with no explanation – and very little care from the staff at the lost and found office. After continued pressure they suddenly produced the suitcase, and we could get to our hotel. No explanation, no apology no care whatsoever. The following day we left for Los Angeles on our final trip back. We inquired, when checking in, if there was anything they could do to make our trip back a bit more comfortable due to the issues and time wasted earlier. In total we talked to six different staff members – first to a supervisor in the check in area – who said “no” and that was that. At the care Point – the staff couldn’t care less, the moment they were confronted with a problem, an unhappy customer, it appeared their command of the English language was lost, they gave us a blank stare and pointed to the gate. At the gate, we had the most unprofessional and rude encounter and staff said no. I was left with the impression that, no one cares, no one feels responsible and accountable, there’s an acute lack of training and proficiency in the most basic part of customer care. If Turkish Airlines wants to deliver on the brand promise – Europe’s Best Airline, they need to embrace a better approach to service – caring goes a long way when you are traveling, a smile, empathy and helpful interactions would have made a world of difference.