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Business Profile

Airlines

Turkish Airlines, Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Turkish Airlines, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Turkish Airlines, Inc. has 16 locations, listed below.

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    Customer Complaints Summary

    • 521 total complaints in the last 3 years.
    • 188 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/22/2024

      Type:Order Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Hello, Turkish airline and corporate office,we have paid $139 for an extra leg ******* G and in the new fight, we have a normal seat 11G.delay for 24 hours compensation $650 Total reimbursement = $789 (please pay as soon as possible )Reservation code: ****** Date 20 Feb 2024 (Name ***************)

    • Initial Complaint

      Date:02/12/2024

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Dear BBB, I am writing this letter to file a formal complaint against Turkish Airlines due to the unsatisfactory handling of a luggage delay issue during my trip. During numerous attempts to resolve the matter through their system, I was denied the delayed luggage compensation. During my trip, my suitcase was delayed for three days and was not delivered to my place, I had to go to the airport to pick it up in 3 days. Instead of offering the compensation, I was simply denied. The luggage delay caused immense anxiety and stress, as I could not retrieve any of my clothes, medicine that I needed to take every day and first necessities. I bought some clothes, first necessities, medicine and incurred travel expenses as my luggage was not delivered to the hotel and I did not have a choice as to go to the airport to pick that up. For that reason, I seek compensation for the **** services necessitated by the situation where my luggage was not delivered to my hotel as it was promised. The documentation related to the trip is enclosed for your reference. File #********** *** **********

      Customer Answer

      Date: 03/09/2024

      At this time, I have been contacted directly by Turkish Airlines, Inc. regarding complaint ID ********, however my complaint has NOT been resolved because:

      [The company requested the same documents that I have already submitted to them upon my first requests for reimbursement on 12/2023 and they used the same claim # that was assigned from the beginning of the process.]

       

       

       

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.

      Sincerely,

      ***********************

      Customer Answer

      Date: 04/01/2024

      Better Business Bureau:

      At this time, I have not been contacted by Turkish Airlines, Inc. regarding complaint ID ********.

      Sincerely,

      ***********************

    • Initial Complaint

      Date:02/07/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      There were two instances where I tried to fly with Turkish Airlines and one charge was disputed and the second wasn't due to the cancelled flight.Facts are:Original flight was booked on Sept 8th 2023 - ***** to ****** and returning October 4th from ****** to *****. The amount of $1,285.59 was charged to my account on August ******* October 4th, I requested an upgrade to business class and was charged $1,099 on October 4th. However this flight was canceled by Turkish Airlines and this money was refunded by the merchant on October 4th.Turkish Airlines rebooked the flight on October 5th and I upgraded again to business class and was charged $1,099 on October 5th. This flight was also cancelled due to mechanical reasons by Turkish Airlines. The dispute is for this day, October 5th. Turkish Airlines has not refunded this amount- the second time they charged me and cancelled the flight. I was then rebooked for the October 8th flight but did not upgrade for this flight due to the last two events.The dispute is for the October 5th charge of $1,099. I have tried to dispute with the citi bank card and the merchant has denied them as well - they closed my case.I am still due for the refund that Turkish Airlines refuses to provide. It's a large amount and I need this refund.

      Customer Answer

      Date: 03/04/2024

      At this time, I have been contacted directly by Turkish Airlines, Inc. regarding complaint ID ********, however my complaint has NOT been resolved because:

      [Your Answer Here]

       

       The airline says they already refunded me but they only refunded me for one flight and not the second. It's very hard to get a hold of someone at turkish airlines and they do not have an email I can send a message to.

       

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.

      Sincerely,

      **********

      Customer Answer

      Date: 04/04/2024

      Better Business Bureau:

      At this time, I have not been contacted by Turkish Airlines, Inc. regarding complaint ID ********.

      Sincerely,

      **********

    • Initial Complaint

      Date:02/06/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I departed a flight on Turkish Airlines ,JFK on August 15th,2023 and arrived in ******** ******. We landed and were the first on the luggage carousel and collected 10 out of my 11 bags. After confirming that there were no more bags left and mine still missing, I went to file a claim on m lost luggage. After several dreadful hours waiting they confirmed that my luggage was left behind in NY and that they will make sure it makes it on the 2nd flight and deliver it to my rented apartment the next day. Long story short After a few days waiting on my bag a representative confirmed that it's missing and advised me to file a claim. Here we are 5 months of me calling daily to , they finally tell me it's my fault. That my bag made it to ******** and that they are not responsible for it once it makes it to the carousel. Even though there entail investigation is that the bag was left behind. I'm contacting them on a daily bases to appeal there decisions. No luck. I feel I have been taken advantage of and they are making me feel worthless. There was over a $1000 of gifts and valuable and vitamins and cloth. I beg for any help I can get from the better business bureau. Thank you for your time .

    • Initial Complaint

      Date:02/05/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      The ticket number *************. The transaction happened on October 3rd. The amount charged is $1,546.20. (Originally is $1,586.20, then changed a flight which gave me 40 dollars refund) Afterwards, I canceled my ticket completely, but I cannot do it online. So I called a customer representative who canceled my ticket for me and guaranteed a full refund. Per terms and conditions, which is attached below as pdf, Turkish Airline should process my refund request with a full refund, which they claim to be delivered in seven days, I still have not received after 4 months. Now, they keep dragging it on and asked me to go to their office in person as a way to dodge the refund. (Feedback number: TK-******* *************). This is a complete fraudulant behaviral. I also ask for full price refund with a delayed compensation, which can be sent in the form of a voucher.

    • Initial Complaint

      Date:02/01/2024

      Type:Customer Service Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased ***-ICN full-refudable return ticket from Turkish airline on 1/31. In 30 mins, I moved the outbound flight date one day, to another full-refundable ticket. When I changed, the options of semi-flexible and full-flexible (full-refud) were given.in 10 mins, I found out the system only allows 5% return.I called the customer center and asked why, the flight change "forfeited" all my cancellation rights.I asked if I can get a refund for the return flight, which I didn't change at all, but they refused saying that changed entire ticket and I am not eligible for the full-refundable ticket anymore.The 24 hours cancellation is not eligible either, apparently.On their website, they still give a choice between semi-flexible and full-flexible tickets when I click change flight menu.This is absurd. They are showing change options of full-refundable tickets and refusing refund because I changed a full-refundable ticket to another full-refundable ticket.

      Customer Answer

      Date: 04/09/2024

      Better Business Bureau:

      At this time, I have not been contacted by Turkish Airlines, Inc. regarding complaint ID ********.

      Sincerely,

      *********************

    • Initial Complaint

      Date:01/29/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am writing to express my profound disappointment and dissatisfaction with the handling of my recent complaint by Turkish Airlines, regarding severely damaged baggage during my travel to *** Airport with my wife.As a loyal customer of ********************** for several years, this is the first time I am compelled to raise a formal complaint. Despite past minor issues which I overlooked, the extent of damage inflicted on our baggage on this occasion is unacceptable. Two of our bags were not just damaged but rendered unusable, including one particularly expensive piece.The responsibility for this damage was acknowledged by your agent at the airport. Following their advice, I filed the claim online, providing necessary documentation and evidence. Despite the clear liability on your part, and after a prolonged and cumbersome process filled with paperwork and long waits for responses, my claim was unjustifiably rejected.Your rejection, based on the absence of a purchase receipt for baggage bought over a year ago, is unreasonable. It is common knowledge that retaining such receipts is not customary for consumers. Additionally, the notion of repairing severely damaged baggage is not only impractical in the U.S. market but also not cost-effective. Your policy of relying solely on purchase and repair invoices is unrealistic and does not accommodate the realities of baggage handling and consumer practices.The entire experience has been not only frustrating due to the loss of valuable property but also disappointing in terms of customer service. The amount of time and effort I have had to invest in this process, only to be met with an unjust denial, is unacceptable.This incident has significantly tarnished the reputation of Turkish Airlines in our eyes. What was once a trusted airline for us, has now led to a decision to cease our patronage. I urge you to reconsider the resolution of this matter and offer a fair and just compensation for the damages incurred.

    • Initial Complaint

      Date:01/29/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Every single year I go through the nightmarish process Turkish Airlines has in place for Pet in Cabin Travel. On January 20th, 2024, I spent a total of 2 hours online trying to add pet in cabin to my airline ticket I was trying to purchase yet I kept getting an error message saying every single flight option / no matter the date or time could not accommodate my pet because they already had a pet on board on those flights. I checked a total of 37 flights at different times and dates. After realizing I couldn't handle it myself online, I called the call center to try to help me reserve my ticket with pet, not only do they try to charge you an extra $50 to do this for you, but ultimately when I called them on January 21, 2024 they told me they couldn't add the pet in cabin and could only reserve my ticket (at an extra cost) for 3 days only and that I needed to reach out via email to another department **************** ******************, ************************). This is the same department I reached out to in 2022 over 48 times in a two week span because I was stuck overseas and could not return to the ** with my dog without first getting "approval" for my ** dog who is microchipped, has a valid rabies vaccine and originally is from *****************. These departments I have to email do not ever get back to you in time to accommodate your reservation, so it becomes a vicious cycle of having to call back, do another reservation, pay extra, email these departments over again and ask them to approve your pet for that specific reservation and they never seem to do it in time. Not only is this frustrating for your loyal customers, I've been flying Turkish Airlines my entire life since childhood and their customer care agents are completely incompetent each one telling you something different and guiding you incorrectly and wasting your time. Why offer pet in cabin as a service online if ultimately you are falsely advertising this service and charging more to accommodate.

    • Initial Complaint

      Date:01/26/2024

      Type:Customer Service Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 10/23/2023, I purchased two flight tickets ($1677.40, including checked and carry-on bags) from the website of Turkish Airlines (www.turkishairlines.com) for my parents to fly from ***** to ***************** to attend my wedding in ****. The tickets (Booking Reference: WG6LZF) consist of three connecting flights:1.Departure from *********, ***** at 23:15 on 1/21/****, arriving at **************** in ********, ****** at 5:50 1/22/**** (Flight: TK73)2.Departure from ********, ****** at 07:55 1/22/****, arriving at the *********** in *************, *** at 11:10 1/22/**** (Flight: TK3)3.Departure from *************, **, *** at 14:29 on 1/22/****, arriving at *********** in *******-******, **, *** at 16:17 1/22/**** (Flight: B61185)However, the third flight (************* to *******-******, Flight: B61185) was changed by the airline company from departure at 14:29 1/22/**** to departure at 9:49 1/22/**** without providing me any notifications. I only found out this fact when I called Turkish Airlines on 1/21/**** in the morning after I failed to check in the flights for my parents on their website because the process got stuck at the seat-selection step. However, this new departure time (9:49 1/22/****) is even before the arrival time (11:10 1/22/****) of the previous flight (******** to *************), which makes it impossible for my parents to connect this flight. I called Turkish Airlines seven times on 1/21/****, but they failed to resolve this issue for me. They refused to either issue a refund for the third flight or to change the flight to a later time that allows my parents to board on 1/22/****. Eventually, I had to purchase another two tickets for my parents in order to fly them from ************* to *******-****** from another airline company (******** Airlines), so that my parents would not be left at an airport of a strange country for hours or even possibly days without getting on the plane promised to them by the airline company. The action of Turkish Airlines resulted in a monetary loss of $617 ($470 for two flight tickets from ************* to *******-****** and $140 for four checked bags) to me. Therefore, I am filing this claim to request a compensation of $617 from Turkish Airlines for the monetary loss for the extra tickets and checked bags I paid.

      Customer Answer

      Date: 02/21/2024

      Better Business Bureau:

      At this time, I have not been contacted by Turkish Airlines, Inc. regarding complaint ID ********.

      Sincerely,

      *****************

      Customer Answer

      Date: 02/21/2024

      Better Business Bureau:

      At this time, I have not been contacted by Turkish Airlines, Inc. regarding complaint ID ********.

      Sincerely,

      *****************

    • Initial Complaint

      Date:01/26/2024

      Type:Customer Service Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Date of purchase of round trip tickets: 11/30/23 - amount excluding seat options: $5348.40 purchased online on www.turkishairlines.comWe purchased fully-refundable airline tickets. The option describes, if this was chosen, we are able to cancel our tickets and receive our full refund.We used our outbound tickets only. We canceled our inbound tickets and we were only refunded $449.20 per passenger, $898.40 final refund. When I called the airline to confirm my refund amount prior to cancelling online, they told me they were experiencing a computer problem and to check back within 24 hours. They too also saw our refund amount would be $449.20 per passenger on their system, but indicated it was not true because of their computer glitch. I called back the next day to get clarified answers, and once again, I was told their computer is under maintenance and to cancel my flights using the Airline App and would get a full refund for my inbound flight since we bought refundable tickets. We were never refunded fully. I wrote to their **************** online regarding their mistake. I received a message from a customer representative from ********************** saying: We have investigated your case in detail. We have found out that your ticket has been refunded according to your ticket rules and the refunded fare was returned to your bank account by our system. The reference number for this investigation is ***********The passengers names are: *********************** and **** HawwashThe booking reference number is UELRGIFlight information: ************* to ***** 12/16/23 - 12/31/23 round ****** only used the inbound portion of our tickets. The inbound tickets were canceled on 12/25/23 online.

      Customer Answer

      Date: 02/19/2024

      Better Business Bureau:

      At this time, I have not been contacted by Turkish Airlines, Inc. regarding complaint ID ********.

      Sincerely,

      ***********************

    Turkish Airlines, Inc. is NOT a BBB Accredited Business.

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