Cookies on BBB.org

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Share
Business Profile

Airlines

Turkish Airlines, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Airlines.

Complaints

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

Find a Location

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

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Country
    Please enter a valid location.

    Customer Complaints Summary

    • 526 total complaints in the last 3 years.
    • 184 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/06/2023

      Type:Customer Service 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.
      Went on a trip to ******** on Feb, 9th 2023. I paid 250$ extra to have this bag flown out with me and the airline told me that the bag was going to come on the next flight after I already arrived at my destination. I filed a lost baggage report at the airline immediately. Checked in with them almost everyday whilst on my trip but still no bag. The bag included all my clothes for the trip and a laptop with numerous work files and photos and videos of friends and family that I will probably never see again. So i was basically just left with the clothes on me and no laptop. After a week, I come back from my trip and still no word. I contact turkish and they tell me to upload the necessary documents which was already done during the initial report. No problem ill do it again. I received multiple emails again stating I need to upload the information. Otherwise the investigation cannot start. Confused I upload it again. It shows that the documents have been uploaded on their site. Again I receive emails saying I need to upload, I call the center and ask what is going on, the people there are very difficult to deal with and talk over you constantly. I tried to be patient but I was getting nowhere with multiple customer service representative. Most of the responses I got from them was "i cannot help" or "there is nothing i could do" so i asked for a manager or someone that would be able to help and they simply said "no". So frustrated, i politely asked im going to upload the documents could you see on your side that the documents have been properly uploaded and they told me yes we have everything we will push this along. 2 to 4 days later i get another email saying i need to provide more info, even though all the information was provided multiple times with confirmation that it was.It has been over a month now and still not response from the airline in any regards. i have to constantly call them to see about any updates.
    • Initial Complaint

      Date:03/01/2023

      Type:Product Issues
      Status:
      ResolvedMore 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 had booked a flight round trip from ***** to DAR via IST and back to *****. Upon the day of my return to ***** on Feb 25, the flight from *** was overbooked and Turkish Airlines employees were asking for volunteers (to change our travel dates) and promised hotel accommodation and $600 cash. I decided to take the offer and was booked to leave DAR to IST on Feb 26 (next day). On the day of Feb 26 as promised they gave the voucher documents to come and cash it upon arrival in *****. Since I got back to ***** on Feb 27, I have been calling Turkish Airlines and all their phone numbers no one picks up. I finally got someone who advised me to send an email with attached documents to their ************* The ************ has been giving me extremely hard time, asking me for all kinds of proof documentation and I have been patient and provided all they asked and everything the last 3 days. Today no one has responded to any of my emails despite me giving them all they asked they have totally ignored my emails. Please refer to my attached documents, I have also provided them my Greencard, ** ID, Passport, Credit Card( back and front copy), Their signed request paperwork, ******************* Statements, Phone number where I purchased the tickets, Ticket Itinerary etc..Please help get my refund of $636.00

      Customer Answer

      Date: 03/26/2023

      Better Business Bureau:

      At this time, my complaint, ID ******** regarding Turkish Airlines, Inc. has been resolved.

      Even though it has been resolved they need to have better communication with their ***** office employee, they are rude and unprofessional. 

      Especially ******* ***********************, he needs to be fired. 

      (By clicking "OK", your complaint will be closed as Resolved.)


      Sincerely,

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

    • Initial Complaint

      Date:02/28/2023

      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 12/3/22 I purchased round trip airline tickets to *****, with a layover in ******** both ways. I purchased the tickets from Turkish Airlines. My very first flight from ** to ******** on 1/17/23 was delayed, because of which I missed the connecting flight on 1/18/23 from ******** to *****. However, Turkish airlines rebooked me for a later flight that same day and I made it to *****.When I went to check in for my first return flight from ***** to ******** on 1/22/23, I received a message through the website that my flights had been cancelled for "procedural reasons"; I was then required to book and pay USD$453 up front for new return flights, with the caveat that my original return flights would be refunded. I was never notified about any of this via email or phone by Turkish Airlines, only the pop-up message while trying to check- in, which I did not have the foresight to screenshot.There is a warning when you purchase the tickets that if you miss any part of your journey, the rest is cancelled for security reasons. However, I do not believe this applies in my case as I was not at fault and they switched my reservation before I had even landed.I have communicated with Turkish Airlines twice now, and each time they say that my initial return flight on 1/23/23 was never cancelled and therefore I am not due a refund. Yet as you will see on the documentation provided, the new return flights are under the same booking reference number (******). If I had independently booked a new return ticket, would it not be a different reference number?My original round-trip tickets cost USD$870.65. I am asking for a refund of my original return tickets.

      Customer Answer

      Date: 03/25/2023

      Better Business Bureau:

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

      Sincerely,

      ***********************
    • Initial Complaint

      Date:02/27/2023

      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 experience with Turkish Airlines was nothing short of a nightmare. When I arrived at *************, I found out that my flight had been changed without any prior notification. I was asked to wait for two hours to confirm a new flight, but 10 minutes before the gate closed, I was told that I needed to contact Turkish Airlines' customer support to confirm my reservation. The customer support was unhelpful, unresponsive, and downright rude, and despite my best efforts, I was unable to catch my flight. I have called them over 20 times. Some of the responses I have received were "the server is down, call us after an hour", "try to go to the Turkish airlines' office (which is in a restricted area)", "go to any airline's counter and speak with them" etc.I was stranded at the airport for over 30 hours without any confirmation from anyone, and I was not allowed to leave as there was no one to help me. The Turkish Airlines staff was the most unprofessional and unaccommodating group of individuals I have ever encountered, and the services on the flight were equally appalling. The flight attendants neglected to provide me with even the most basic amenities, such as water and snacks, despite my repeated requests.As a result of Turkish Airlines' incompetence and lack of professionalism, I was forced to miss my connecting flight from *******, causing me to pay additional fees to book a last-minute flight. The stress and inconvenience caused by this experience are simply unacceptable, and I demand that Turkish Airlines take full responsibility for the inconvenience they have caused and provide me with a 100% refund for my flight.In light of this, I expect Turkish Airlines to not only provide me with a full refund but also to take steps to ensure that such incidents do not occur in the future. I hope that you will take my concerns seriously and act promptly to address this issue.
    • Initial Complaint

      Date:02/09/2023

      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.
      i had a flight on January 2021. My flight has been canceled because of weather issue, and turkish airline issue a flight after two days , which i am ok with that because it was beyond the control of turkish airline.I had a ticket from ******** to Boston, but you just issued a ticket from ******** to ******* by mistake. In the airport, ****************, they told me when I arrive at ********, the turkish airline crew will help me to get a ticket from ******* to Bosoton. But when I arrive at ******* airport, the crew told me that I should book the ticket and hotel my self, but they promised me several times that turkish airline will reimburse me for those expenses.When I submitted my expenses for Hotel and flight from ******* to ******, turkish airline refused to reimburse my expenses. I contacted several times, but they are not responsible for their mistake. Turkish Airline booked ticket of ******* to ****** for many people with the same condition as me, but because of their mistake, I was supposed to book flights myself. My route was from Istnabul to ****** ( a non-stop flight), but they just give me a ticket from ******** to ********.
    • Initial Complaint

      Date:02/07/2023

      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.
      I was traveling on turkish airlines with my family. This including myself, 2 other adults and 2 teenagers and 1 child. Our flight was on 01/20/2023 from *********, ******** to ********, ****** Flight # TK ****. Then from ****** to *************, **. There was a 3 hour 5 minutes lay over in ******. Our initial departure from ********* was 06:10 Am. Due to flight disruption there was a 2 hour delay. We took off from ********* at approximately 08:20am. So that leaves us with 1 hour layover approximately in ******, to catch our connection flight. Once we arrived at ********, ****** (late) we had 1 hour to get through security, immigration, and then to our next connection gate. We went through security, and explained that we are getting late to our connection. My child (***************************) was also feeling ill. The security officers were very rude and disposed of my childs food. They threw away medicine and baby food. I explained to them that they cannot do this. My son needs his baby food, and further explained that every time I travel, baby food is allowed as long as its secured. None of the security officers listened and opened all our bags and threw most of my babys belongings in trash. I was very upset. I felt like I was being singled out. Once we proceeded through security which took over ***** minutes, we proceeded to our connection gate. Our gate walking distance was approximately 40 minutes, I along with my child, mother and siblings ran to our connection gate. Once we arrived at our gate, the staff informed us we could not board our plane because the gate closed. I explained our situation but nobody understood. I talked to Turkish airline staff and they informed me that they could not do anything about it. The staff were very rude and did not want to help. They told us we needed to purchase new tickets. I was very sad and upset at this situation and my mothers health became worse with this. We purchased new tickets from Turkish Airlines for $2200.Dueto theirfault
    • Initial Complaint

      Date:02/07/2023

      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.
      Hi -This is about a flight that was cancelled by the airlines pre covid and promised to rebook later.Airlines booked it for June 17 2022 - but my brother was in the hospital that week and actually died on June 17, 2022.-My correspondence with the was intense using their platform, they wanted me to provide proof of relationship with me brother and his ID and death certificate. Finally they said you have credit for one year expiring in ***** 2023.- I am trying to book now for ***** travel and they simply refuse to book and informed me that the credit has expired.- I have written to the *** of Turkish Airlines detain all of these issues but have not gotten the response.I need help to have them book my travel for ***** 21 - ***** 30, From ************* to ******** Business class - that is what I paid for.Please my letter to the *** (uploaded) to get all the details.All other uploaded documents are the proof of death for my brother and his ID that they requested.Sincerely *********************** ************** Last year I have written to the *** of Turkish airline.
    • Initial Complaint

      Date:02/02/2023

      Type:Product Issues
      Status:
      UnresolvedMore 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 friend and I had to change our return flight once we arrived at ******** Airport in **********. We were charged a total of $654 for a change fee. We just checked in to our flight back to *** at the Keysari Airport and the Turkish Airlines agent told ** that we are owed a refund because we should never have been charged the change fee, and instructed ** to call customer service. I asked why he couldnt issue the refund, he points at the credit card machine and says he doesnt have cash, and that to try and get the refund at the **************** on my connection. I call customer service and they tell me that they dont see a change fee to even refund me. Im basically getting the runaround and Turkish Airlines charged me for a change fee that I never shouldve been charged. Im demanding a total refund.

      Customer Answer

      Date: 02/26/2023

      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]

       They denied any refunds that I am due. What other options do I have?

       

       

       

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

      Sincerely,

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

      Customer Answer

      Date: 05/10/2023

      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]

      They denied any accountability. 

       

       

       

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

      Sincerely,

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

    • Initial Complaint

      Date:01/31/2023

      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.
      On November 3, 2022 I had flight plan to travel from ********, ****** to ********, ****** & then from ********, ****** to ***********, **. In October of 2022 I had purchased a flight plan with Flight Network to travel with Turkish Airlines. The flight plan included flight from ***********, ** to ********, ****** to ********, ****** then a round trip back to ***********. While I made the flight from ***********, ** to *********** unfortunately missed the flight from ******** to ********. I then purchased through Turkish Airlines a flight from ******** to ********. On Nov. 3, 2022 I was to catch the flight from ******** to ********. When I reached the Turkish Airlines front desk at the **************** they told me my flight had been canceled since I missed my flight from ******** to ******** so I needed to purchase a 2nd ticket which was $1078 ( about same amount for entire roundtrip). I told them that I was never notified by Flight Network or Turkish Airlines that if a flight was missed they would cancel my entire trip. The manager *** took me aside & said I needed to purchase a second ticket but he would refund my original ticket. Confiding in what he told me my sister purchased me a second ticket to get home to ***********. Once home I waited the 14 days for a refund but never received anything. I called Flight ******************************** several times but Flight Network stated they needed the refund from Turkish Airlines in order to refund me. Turkish airlines only allows complaints and or issues to be dealt with through a "feedback email" . TK-******* and TK-******* are the 2 feedbacks in which I communicated to the airlines my issue and need for a refund. It's now been almost 3 months since this issue occurred and the only thing they have concluded was to request a refund from Flight Network. Turkish Airlines received my first payment of $1108.99 through Flight Network for the initial roundtrip tickets & then received a 2nd payment of $1078 on Nov. 3.
    • Initial Complaint

      Date:01/31/2023

      Type:Product Issues
      Status:
      ResolvedMore 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.
      DEC 5TH 2022 I HAVE PURCHASED 7 TICKETS ONLINE BUT SOME HOW THE SYSTEM ISSUED 3 TICKETS UNDER MY NAME. I CALLED SEVERAL TIMES BUT I HAVE RECEIVED A RUDE CUSTOMER SERVICE AND NO RESOLUTION.HOW CAN I BOOK 3 TICKETS UNDER MY NAME. I CALLED SEVERAL TIMES. SENT THE INQUIRE THROUGH FEEDBACK ON THE SAME DAY OF TICKET ISSUED. THEN I CALLED THEM, THEN RE CALLED THEM AFTER 3 DAYS. THEN RESUBMITTED THE TICKET # TWICE. THEY SAID THEY WILL RESPONSE ME IN 14 DAYS MAXIMUM BUT I GOT EMAIL AFTER 2 MONTHS AND IT IS STILL NOT RESOLVED.I WANT THE TICKET NAMES TO BE CORRECTED. Ticket no ************* IS UNDER MY NAME: ************************* WHICH IS CORRECT.I WANT Ticket no ************* TO UNDER NAME OF MY DAD: "*******************" REST OF THE **** IS CORRECT Ticket no ************* TO BE UNDER MY MOTHER NAME: "*********************" ALL **** IS CORRECT.PLS GET BACK TO ME ASAP OR I WILL TAKE LEGAL ACTION.TK-******* AND TK-*******

      Customer Answer

      Date: 02/24/2023

      Better Business Bureau:

      At this time, my complaint, ID ******** regarding Turkish Airlines, Inc. has been resolved.

      (By clicking "OK", your complaint will be closed as Resolved.)


      Sincerely,

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

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.