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-   -   Customer Service Unfair boarding denial (https://www.AirlineComplaints.org/showthread.php?t=15430)

Vmanjarres Jan 1, 2021 8:14 PM

Unfair boarding denial
 
2 Attachment(s)
We (my wife and I) got award tickets (United Airlines' Mileage Plus) in business class Atlanta- Istanbul- Dubai-Istanbul- San Francisco- Orlando. On our return flight Dubai-Istanbul- San Francisco- Orlando flights, we were due to depart Dubai on 12/30/2020 on Turkish Airlines flight 763 at 8:40am, we tried to check-in at 6:00am and we were denied boarding adducing we did not have a COVID-19 test to transit through Istanbul.
On 12/29/2020 at approximately 1:22am US Eastern time I called United Airlines (800-864-8331) to confirm our booking and requirements, the United airlines rep contacted Turkish Airlines and we were advised that as we were transiting Turkey (Istanbul) we did not need a COVID-19 test.
We told Turkish Airlines check-in agent, supervisor and manager at Dubai airport and they just ignored it.
Turkish Airlines did not offer any assistance, just told us to look for a place to do the test, and then call their call center to rebook, if and when flights were available, then we could fly. I asked about expenses and they kept saying that it is passengerís responsibility to check for travel requirements, despite we had done that.
On 12/30/2020, upon arrival at Houston International Airport, I received an email from Turkish Airlines, copy attached which indicated that passengers going to Turkey needed a COVID-19 negative test, but passengers transiting did not need one. Transit passengers need to check on the requirements of their final destination, in our case the USA, which does not require any COVID test.
In short, Turkish Airlines denied us boarding, causing us to have to purchase tickets with Emirates and United Airlines to return home for approximately $3,484.59. We sent claim to Turkish Airlines on 12/31/2020 and got a response on 1/1/2021, a form letter avoiding the main fact, we were denied boarding for an invalid reason, as stated on their email of 12/30/2020, which indicated we did not need COVID-19 test to transit IST on 12/30/2020.


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