Old Nov 13, 2021, 4:23 PM
Keyvan Gh Keyvan Gh is offline
Join Date: Nov 2021
Posts: 1
Default Make a complaint against Turkish Airlines

Dear Sir/Madam,

I am writing this letter is to express my dissatisfaction with your organization for ignoring my request from Turkish Airlines to make a complaint against the company, due to the problems that occurred to me and my family during our 4 month's ago trip to Turkey.

In these few months, I have corresponded with Turkish Airlines 3 times in this regard, but since no response was received on the matter, I wanted to submit a compensation claim about what happened to me on that trip through this organization. (Details of our trip events are available below this letter)

I would like to know your comments about my complaint and the steps that you will advise to resolve the issue.

looking forward to hearing back from you.



On 4th July 2021, I and my family had four tickets from London Heathrow to Antalya (Booking Reference S2H4PU) and I booked and paid for the hotel for 8 days that started on the same day.

On 25th June, I contacted the contact number (02074716666) for the status of our flights and corona test that required because our previous Turkish Airlines' flights were cancelled (Booking Reference UMC312). I was advised by one of the Airline staff that we can prepare antigen tests within 48 hours before our flight or PCR test 72 hours prior to our flights. On 28th June at 12:52, one more time I phoned the contact number (02074716666) and talked to Kevin, he confirmed our flights and mentioned one more time that we can prepare an antigen test 48 hours before our flights and it is acceptable for Turkish Airlines.

On 4th July, at the Turkish Airlines airport counter, I was told our tests are not acceptable and I was guided to the Turkish Airlines desk. At the desk, I was explaining to Mr Faruk that I was advised by Turkish Airlines to get these tests but he didn't listen to my explanation at all, next I asked him to contact Turkish Airlines and talk to them but he refused. Instead of him, I contacted Turkish Airlines at 13:46 and explained the problem, the customer service confirmed one more time that antigen test is acceptable for Turkish Airlines flights from London to Turkey and next, ask Mr Faruk to talk to them, first he refused to talk but I insisted on it and finally he was talking to the customer service on speaker.

It was a strange scene, Mr Faruk was saying that antigen test is not acceptable but the customer service was saying it's acceptable.

In the end, Mr Faruk refused to talk anymore and told me that we are not allowed to fly and even I asked help from the manager (Mrs Elcin).

I explained to her I am with my parents with eight luggage and they are old (my father is 92 years old) and my dad can't walk properly without assistance, on other hand I also booked and paid for the hotel and this is not my fault. She didn't accept at all and Mr Faruk introduced me to a PCR centre outside of Heathrow for getting quick results and advised me to change my flights to another flight on the same day at 17:40 meanwhile I can get the PCR results. I was charged £288 for changing the flight as I was advised.

I and my family with all the luggage went outside of Heathrow and took a cab to get to the PCR centre but because of the short time, I only could get the test and the rest of my family couldn't. So, we went back to Heathrow and one more time I changed our flights to the next day flight 5th July at 17:40. About 5 pm we got a cab to get back home and reached there about 6:30 pm. From 8 am until 6:30 pm, we had too much stress and completely exhausted (especially my parents) without any result.

On 5th July, we went to the PCR centre for a test and got the results a few hours later. We got the flight at 17:40 and reached Antalya Airport on 6th July at about 4 am.

I paid £676 for PCR test (4 people - quick tests), £170 for taxi extra (went to PCR centre, went back home and return back Heathrow on 5th July), £288 for changing flights plus £572.12 for two more days hotel ( as I explained above we missed two days of our holidays). I can prepare all receipts if you require.

Apart from all payments, we had too much stress and pressure that you can't imagine. In one sentence, I haven't had this bad experience so far.

Based on all the above, I make a complaint against this disorganised incident and behaviour and ask for compensation. I have to mention I am ready to start legal action and complain to the CAA and share my experience with the media if I don't get the proper results in this regard.

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