Complaints

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

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• 

  Turkish Airlines, Inc.

  Terminal 1 C/o JFK International Airport Jamaica, NY 11430-2081

• 

  Turkish Airlines, Inc.

  1 International Pl Ste 3102 Boston, MA 02110-2602

• 

  Turkish Airlines Inc.

  6972 Airport Rd Terminal 1 EB2038 Mississauga, ON L5P 1B2

• 

  Turkish Airlines, Inc.

  455 N Cityfront Plaza Dr Ste 2560 Chicago, IL 60611-5354

• 

  Turkish Airlines

  PO Box 66822 Chicago, IL 60666-0781

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.

• Initial Complaint

  Date:05/17/2023

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 Transaction I reserved the tickets on 4/15/2023 by paying $ ********, yesterday i got a email that one of the connecting flight is cancelled and asked me to change the flight through their manage bookings link provided on the email. i did that and on the first page they said it is free of cost. then after selecting another flight and completed the process i saw a refund of $700 + on the last page, i completed the ticket change process, after some time when i checked my credit card account i saw the charge of $ ********, I was shocked and called their customer care, it is useless they asked me to contact them through their feedback mechanism. I did with all the information available, they replied this morning, their reply is totally irrelevant. I am attaching all the information, please advice them to refund my money ($4321.60).

• Initial Complaint

  Date:05/15/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  My daughter has attempted to reschedule my flight ticket with Turkish airlines by calling more than 12 times, with each phone call being an average of an hour or an hour and a half, all calls recorded and documented per their recorded message prior to answering the phone. Every single time they walk her through the whole process and at the very end of the call they say they can not process the transaction due to their system error, or they give some kind of meaningless excuse. They also refuse to refund the ticket that they can not simply reschedule, and in addition to that, there was no one at their airport desk when she tried visiting on two different occasions to resolve the issue in person. They are basically trying to keep money for a service they are unwilling to provide, clearly scamming a consumer. At this point they need to refund both seats that my daughter had booked for me, as I need to rebook with a different airline. As I mentioned all her phone calls are recorded and I'm sure there are transcripts of the conversations in their system. Somehow the system of one of the world's major airlines has not been functioning correctly for the last 5 months, not really sure how their operating with that poor excuse for refusing to provide a service we already fully paid for. Here is all the info they need to locate her booking. Traveler's name: ************************************* 2/28/1963 Booking reference: ******

  Customer Answer

  Date: 06/08/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Turkish Airlines, Inc. regarding complaint ID ********.
  
  Sincerely,
  
  *********************************
  

• Initial Complaint

  Date:05/09/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 the way to ******, my flight was delayed by a staggering 4.5 hours, causing me to miss important appointments and significantly impacting the start of my trip. Similarly, on my return trip to *******, my flight was delayed by a full 9 hours, causing great inconvenience and frustration, as well as financial loss due to missed connections and appointments.Furthermore, I was deeply disappointed with the lack of customer service and compensation provided during these delays. While stranded in the airport, my companions and I were offered nothing more than a coffee and cake, which was a paltry offering given that we were forced to sit through the night in the airport. Despite informing their customer service representatives that we would be stranded in ****** for 24 hours (we thought there was only one flight a day), we received no assistance in booking another flight on another airline, and were simply told to wait until our scheduled departure time.As a member of the Star Alliance (doesn't that mean that you can put us on another airline?), I had expected better treatment and assistance from Turkish Airlines, and I feel that the customer service that I received fell far short of what should be expected from a reputable airline. I contacted the airline multiple times only to receive the response that the delay was not in their in control, therefore they are not obligated to compensate me for this horrible experience. How were all the delays out of their control?? isn't that their way of getting out of helping their passangers?

• Initial Complaint

  Date:05/09/2023

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 reported to Turkish airlines about their duplicate charges of same group of passengers on my personal credit card. They asked me to provide passengers certificate of representation and their passport for them. Quote reply from Turkish airlines:"However, we would like to inform you that we can make an evaluation if you could send us the certificate of representation that indicates you are authorized to represent our passenger and the copy of our passenger's passport by selecting the Previous feedback option on our feedback page. " Unquote.It is related to my personal credit card has been over charged by Turkish airlines. Below is my credit card statement to indicate the over charge for the same group on the same date. Please check my statement date 1/19 then you can clearly see the duplicate charges. I also attached Turkish ridiculous reply and request. ************ LUI is the first passenger of the group under booking code ****** of 8 passengers. The round trip seats for each is $122. The total charge for the group is $122 x 8 = $976. Tks for your help.Turkish airlines seat selection charges01/19 ************ LUI $976 8 person01/19 ************ LUI $976 8 personDuplicate charge 01/19 ************ LUI $976 8 personDuplicate charge 01/19 ************ LUI $976 8 personDuplicate charge Turkish airlines seat selection charges01/19 ************ LUI $976 8 person01/19 ************ LUI $976 8 personDuplicate charge 01/19 ************ LUI $976 8 personDuplicate charge 01/19 ************ LUI $976 8 personDuplicate charge

• Initial Complaint

  Date:05/05/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  This has been ongoing since January 9th, I was unable to submit the missing flights on the Turkish Airlines website directly as ********** do not appear despite being partner airlines. When I spoke to Turkish Airlines, they advised me to submit the request as feedback on their site. The feedback was closed my first several attempts stating those airlines were not partners despite being featured on their own partner airline page. I subsequently tried to speak to the Turkish Airlines customer service team but they did not understand me possibly due to a language barrier. I want the partner miles (**********) for the 3 flights I submitted 4 months ago added to my account. I have provided all documentation requested (flight tickets) multiple times from partner airlines, **********, for my January flights. They advised they would confirm with their partners on multiple occasions with 14-day wait periods however I can't understand what is delaying this. Feedback numbers: ********** ********** ********** ********** ********** ********** ********** ********** ********** *********

  Customer Answer

  Date: 05/30/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Turkish Airlines, Inc. regarding complaint ID ********.
  
  Sincerely,
  
  *******************************
  

• Initial Complaint

  Date:05/04/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  1) Turkish airlines booked my flight from ******** to *** on a non-existent Jet Blue flight #**** - that flight DOES NOT EXIST, it should have been booked as either #*** or #**** *** to ***.2) Jet Blue flight #*** from ******** to *** was cancelled due to weather - and because Turkish Air booked it WRONG (as #**** *** to *** instead of #*** or #**** the ONLY flights Jet Blue uses from *** to ***), the *********** kept telling me they couldn't see the cancellation - of course they couldn't see it because they booked the WRONG flight number. I was stuck in that airport calling over and over for HOURS before the staff at Jet Blue discovered what the problem was, and why the cancellation wasn't showing up. And all I got from Turkish Airlines - was call back, we don't see the cancellation. Could not transfer me to anyone who could actually help, i don't know what their purpose is, if they can't do anything.3) Therefore I missed my flight from *** because I couldn't get from ******** TO *** because Turkish Airlines BOOKED THE FLIGHT IMPROPERLY. I even tried to book a flight on another airline myself to get to *** on time, but there were no other flights available that would get me there in time - and because I missed the *** to IST leg - the ticked was automatically cancelled.4) It took them one week to respond to the 'feedback' I was required to file in order to get anyone's attention - the *********** does NOTHING but tell you to place feedback. When they finally responded, it was to tell me to file for a refund according to the flight booked - which was Economy and therefore not eligible for refund. The email actually had the gall to say issue was 'resolved'.This is UNACCEPTABLE. **I** am NOT the one who cancelled my flights - THEY booked it wrong, MAKING me miss a leg and get cancelled, and now refuse to refund my ticket - $1500. I also lost the money for the hotel I booked as well as the rental car because I had to cancel less than 12 hours prior. UNBELIEVABLE.

• Initial Complaint

  Date:05/03/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  My wife was bitten by a poisonous snake leaving her unable to bend leg and left in excruciating pain,she needed wheelchair assistance.For this reason I paid to upgrade us to business class starting in Depensar,which cost an additional $1,322.23,to make the long travel home easier. This has been the most traumatizing experience solely because of the airline. In Depensar the airline staff forgot to get her to board. Once staff came he wheeled her around for 15 minutes not knowing where to go. This made boarding extremely difficult,while she tried getting on the plane with crutches a passenger kicked her crutch causing her to almost fall and for staff to scream,once again she is in excruciating pain.After landing from the 13hour flight they told us the wheelchair was ready so we went to the front and it was not causing us to rebound with no concern for her safety. Once in ****** we hoped that our experience would get better and paid2202.44 for business class to *** to get the help and service,It only got worse.Limited helped with the wheelchair. I had to push my wife throughout the airport so we went to the front desk to complain.She begged for a wheelchair so she could use the restroom it took almost an hour. This happened while I was not around and was working on our tickets/complaint.In order to avoid the dangerous situation she was left in by not boarding first, I spoke to staff about boarding first,this was ignored, once I went to the front desk and asked where the wheelchair was seeing that boarding has begun The woman in the front who refused to give her name started yelling at me and got in my face and threatened to call the police unprovoked and my wife began to record.Other passengers intervened because they were concerned for my safety.The entire experience was degrading,demeaning and we were treated differently and extremely poorly. When we reached out to the airline stated they did nothing wrong and wouldn't compensate for the experience.I have Video proof

• Initial Complaint

  Date:05/01/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  My wife and kids and a friend of family are supposed to travel from *******, **, *** to ******, ******* on the 6th of May 2023 and return 21st of August 2023. On the same flight, there is a friend of my family as well with a return date on the 15th of August 2023. My trip has a departure on the 1st of August 2023 and a return date 21st of August. I made the reservations respectively on the 13th of March 2023 for all the following passengers with the following details:Reservation code: ****** Last Name: ***** Reservation code: ****** Last Name: ***** Reservation code: ****** Last Name: ***** When I called to ask for special assistance for my wife and kids on the 26th of April 2023, I was told that all of our connecting flights had a conflict. The issue is from the connecting flight returning from ****** to ******* for all the reservations on the 21st of August and the 15th of August respectively. It is very concerning and not fair that I was never notified of this problem through email, phone, or message. It was just a coincidence that I found out about this problem.In addition, while I was trying to fix this situation with the help of the sales representatives I was offered to change flights and dates, but unfortunately they did not have any authority to make the necessary changes. I was then offered to file a complaint through Turkish Airlines feedback page and below are the reference numbers for all the correspondence*********** ********** ********** *********************** ********** My goal is to get a new flight with the will to accept small changes in the dates. I do not ask for any refund, I just need a new flight. It is very important for ** to get new flights as the intent of travel is related to the immigration situation and business. Also, I cannot accept to pay more or get a refund and book another flight with a different carrier as the ticket prices have spiked and we cannot afford this option.We need new tickets.Thanks

• Initial Complaint

  Date:04/27/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  My problem started when Turkish Airlines cancelled their flight.Reservation ****** was booked original dates were leaving ******* to ****** on 4/27/22 Return on 10/01/22 ****** to ********. Sept 2022 Received a no-reply email from Turkish Airlines notifying of canceling the flight email attached When I called to understand my rights I was completely miss lead by Turkish rep who created a wholly mess and after several emails trying to understand my rights and complaining received the attached email. And a call from Turkish customer support apologizing and advising me of my full refund asking me to visit one of their sales offices but still when I visited the sales office in ******** during Christmas 2022 I was told a fully different story!! and when I called Turkish customer service there rep said thats wrong will fill a complain against that sales office! But not listening to the customer whos been waiting patiently to receive his refund back. I was told by Turkish since they cant refund my money due to currency issues when it was charged by ** dollars attached Credit card receipt. Now I tried to use my ticket but was requested to pay addition of $800+!!! asked why its an open ticket was told as this is a reissued ticket but in reality, it's not as I'm not the one who canceled the 10/01/22 flight but it was Turkish airline attached file. And Turkish rep didn't know how to reimburse me for currency exchange/ system error when I booked it using my ** credit card in dollars.Several feedbacks were created with several numbers but no one was ready to take charge of the situation and still no one knows how to fix or take charge of that problem and do the right thing by there customers. Im looking to be reimbursed the full ticket amount as was told $2303.67 All other airlines when they interrupt your flight and schedule they honor their customers by not only offering a full refund but also compensating them for their time lost and flight interruptions its been since Sept 2022 till now filling more than 23 feedbacks and no one is handling the situation properly. Thanks

  Customer Answer

  Date: 05/21/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Turkish Airlines, Inc. regarding complaint ID ********.
  
  Sincerely,
  
  *******************************
  

• Initial Complaint

  Date:04/25/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 this email to officially file a complaint against Turkish Airline. This complaint was regarding our one-way tickets (with ticket number **************** ) from *******, *** to *******, ****. My wife and I had a return ticket from ******* to ******* on Jan 3, 2023. However, due to sudden death of our youngest daughter, we had to change our flight date to Dec 19th. We called Turkish Airline call center on Dec 18, 2022 to request this change. Due to technical issue that Turkish Airline website had on December 18th, the call center was not able to change our existing tickets from Jan 3, 2023 to Dec 19, 2022 and we had to purchase two new one-way tickets (************* and *************) from ******* to ******* for Dec 19, 2022 very last minute. These two new one-way tickets cost ** $3700 USD. All of these conversations are on the recorded lines, which can be obtained from Turkish Airline. Because of the shortcoming of Turkish airline website and its call center, we have lost about $5000 USD, not only the $3700 that we had to pay for two new one-way tickets for Dec 19, 2022 but also the other two tickets ($2400) that my wife and I had to purchase to travel back to ******. We have sent multiple emails to Turkish Airline, spend more than 24 hrs. on phone with this Airline to explain the situation, in particular the huge financial burden that this Airline causes ** during our very difficult emotional time due to loss of our daughter. They said that these tickets on December 19th have been already used and thus they cannot issue ** any refund. We have also asked for another sort of compensation like a voucher or discount that we can use for our future flights, but they rejected that as well. I hope you can understand that this is extremely a difficult situation for ** not only for the sudden loss of my daughter, but also for the financial burden that Turkish Airline caused **.I am looking forward for your help and support in this regard.