Advice/suggestions re TK customer service?

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This topic contains 4 replies, has 5 voices, and was last updated by  agsteele 9 Aug 2018
at 13:26
.

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  • LDB
    Participant

    Having never flown TK before I find myself flying 4 return trips in close succession all in J class. 3 were booked via agents, one by me on their website. All but one is a connecting flight. I also signed up online for Smiles & Miles. 2 agent booked returns have passed without incident save for S&M issues and an inability to check in online for one of the flights after I was notified of a very minor change in flight time. My travel agent checked me in online saying the TK website could be tricky and there was more than one way in.

    In respect of my December connecting flights booked by me online I have already received 3 notifications of very minor (5 or 10 minute) time changes. Each time I get both text and email notifications telling me to call TK customer service in Istanbul to confirm the flights. My experience with other airlines is that calling is only necessary if I object to changes which I don’t in these cases. The phone number is not freephone calling from London and the calls are always very slow and laborious, with lots of requests to reconfirm information they already have, seemingly deliberately and unnecessarily so. I am assuming that if I do not call in response to these notifications I could find myself unable to check in online but can it be worse that that? Can they cancel my tickets or bump me off the flight?

    Re S&M, despite being allocated a number the app and website kept saying my membership did not exist. I tried emailing TK, asking for help in the Istanbul lounge and at the airside Istanbul TK info desk etc. Everyone told me I had to call the Istanbul call centre. That call was even more lengthy, repetitive and expensive.

    Any thoughts/advice? Must I call when they tell me to? Is there a better way of dealing with TK when UK based? Why do they adopt this practice (they say it is because some of their customers are picky about connection times).


    Charles-P
    Participant

    When dealing with TK always assume the worse.


    maxgeorge
    Participant

    Several times I’ve had TK flights retimed, usually by just 5 or 10 minutes, but then, wham!, no online check in.

    After one exasperating call to yet another Bangalore based script reader, I’ve just ignored further updates, checked in at the airport, and never had a problem.

    On the plus side, their in-flight service is very good, especially the food, and they go where others don’t.

    How else can I get to Bishkek?

    1 user thanked author for this post.
    LDB

    canucklad
    Participant

    When I had an issue with them crediting my AC account I eventually gave up, and that was escalating the issue to the management.
    Everything ignored , no resolution and just put it down to experience.

    My friend who holidays in Turkey a few times a year advised me that Turks generally don’t take to feedback or complaints , especially when its negative.

    So, maybe it’s a cultural thing, and as maxgeorge says you’ll enjoy the on-board experience. Very good indeed.


    agsteele
    Participant

    I travel with TK regularly. I rarely have any problems with the flights.

    I understand that the new airport at Istanbul opens this October and flights are being retimed by small amounts as the switch from Ataturk airport gets closer.

    The online customer service can be quite poor – largely because of language challenges and workload. However, I’ve always been sucessful at the airport offices. There is a national rate phone number for TK in the UK – 020 7471 6666

    As for points credits… I consider the Star Aliance partnerships to be very poor. I often find that partner airlines don’t award credits to my TK account. LH and MS are particularly bad. There is a clear table of which booking classes get credit as well as the very useful http://www.wheretocredit.com/

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