Old Apr 21, 2024, 3:10 AM
Stittynz Stittynz is offline
Join Date: Apr 2024
Posts: 1
Angry 8 Months & still no Refund

In July 2023 I purchased tickets for my wife and myself to fly from Istanbul to Vienna with Turkish Airlines. Unfortunately I entered my wife's name in reverse, Last name first and First name last. I had to change it, but because the ticket had been issued already, Turkish airlines said the only way to change it was to cancel the ticket, which they promised to refund me, and purchase a new one. I duly did that and applied for a refund of the original ticket. I was sent an email on August 15 2023 to say the refund cheque had been issued.

The terms of use of the refund cheque were laid out, and because I live in New Zealand, where there is no Sales Office (closest is Sydney, a 3 hour flight away), there was only one option available to receive the refund:
"If you would like that your cheque amount is transferred to your account, you are required to access our
return and change request form page on our web page, and fill out the form you will find under the Refund Request option."
I contacted them through their Feedback process (the only way to contact them) to get things started. I began the process of filling out the forms and was assured I would receive the funds, but nowhere had they asked for my Bank Account details. I had purchased the ticket through a third party (Trip.com) who had paid for the ticket so I did not want them to refund them. I contacted Trip.com who assured me they had not received a refund. Responses to Feedback (I have now submitted 11 Feedbacks over the 8 months!) have varied in speed from a few hours to two months. I did call the office in Sydney once because I had heard nothing for 40 days and was assured that things were still in process and was asked to be patient.

Once they finally accepted my details for bank transfer (just in the past two months), they then told me they do not refund in New Zealand Dollars, and asked me to send details of my US$ account. I have to prove the account belongs to me but I don't have a US$ account, only a NZ$ bank account. I then confirmed with the bank that they can receive US$ in an international transfer, and relayed that information to Turkish Airlines Customer Services. I was sent another automated message telling me the list of currencies they can refund in, and that I can visit a Sales Office for a cash refund if I wish. Each of these messages gives me 5 days to respond to the message or the Feedback will be closed.

This time I called the bank again and asked them for an email stating that they can accept payments in US$ through the International Monetary "Swift" system, which Turkish Airlines uses. I received this email from the bank and forwarded it with my response to their latest message, within an hour of receiving their message. Yesterday, Apr 20, I received another message from them telling me that because I had not responded to the email within 5 days the Feedback had been closed. I had to start again if I was not satisfied!

I started again, attaching copies of many emails I had received and sent to them, with a new Feedback asking them to action the refund as they have all the information they need. Within a few hours I had an email from them saying the Feedback was resolved and closed. Nothing has been resolved. I then submitted another Feedback telling them I am tired of going around in circles and just want to receive my refund. I told them I am beginning to believe they have no intention of refunding me the approved refund.

Most of the correspondence I get from them is automated responses. When I do get an email from a named person, there is usually a portion of the email that is copy and pasted automatic responses as well. Like telling me to visit the Sales Office. I must have told them 10 times at least that I cannot do that, but they keep telling me to. There seems to be nothing personal about their Customer Service.

I hope others have had a better experience than myself. Clearly living in New Zealand is a challenge for their system, but it is not impossible and they have everything they need to make the bank transfer.

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