How to get Turkish Airlines to respond to a complaint?Create Topic


Home Forums Airlines All airlines How to get Turkish Airlines to respond to a complaint?

This topic contains 75 replies, has 40 voices, and was last updated by  mhassanx 1 year, 4 months ago.

Viewing 15 posts - 1 through 15 (of 76 total)
  • Author
    Posts
  • #502566

    Anonymous
    #502567

    Comfy53
    Participant

    Can someone suggest how I might get Turkish Airlines to respond to my complaint?

    I flew TK business class from Istanbul to Singapore in April on their A340. During the flight, the entertainment system didn’t work at all, and for most of the flight, the electrics to the seats failed meaning the seat position could not be moved and the overhead reading light didn’t work. So, not only could I not watch a movie, but for most of the flight I couldn’t recline the seat to sleep nor even read my book after the main cabin lights were dimmed. I had to sit uncomfortably and sleepless in the dark for a long period. All other seats in the business class cabin were similarly affected, though those who wanted to sleep early were lucky enough to be able to recline their seats – but had to start breakfast in the lie-back position! The cabin crew were very apologetic and said a general manager would contact us. During breakfast, the crew managed to get the seats working again in time for landing.

    Naturally I complained to Turkish Airlines and received an acknowledgement with a promise to investigate. Despite further e-mails from me and a request to respond from the local TK office in Singapore, almost 5 months later TK’s customer service department still hasn’t responded. I even wrote to the chairman of Turkish Airlines asking him to intercede but this request too was ignored.

    Ten days ago I asked Star Alliance to intercede and they forwarded copies of all my correspondence to Turkish Airlines – but again TK’s customer service department have ignored the request.

    Can anyone suggest what I might do next?

    #502568

    DisgustedofSwieqi
    Participant

    Find another airline for your next trip.

    #502569

    Bucksnet
    Participant

    Yes, especially in view of their poor safety culture/record.

    #502570

    watersz
    Participant

    say the magic words all foriengers understand

    Bobby Charlton

    #502571

    continentalclub
    Participant

    That doesn’t sound good at all, Comfy53, which is something of a shame as Turkish do seem to be trying very hard at the moment.

    If you’re a subscriber to the print edition of Business Traveller, you’ll know that the magazine’s letters’ page often carries concerns such as yours relating to many different airlines, hoteliers, car rental companies etc.

    Perhaps your post above could form the core of a letter to Business Traveller in the hope that they can gain some traction at a press level?

    #502572

    PatJordan
    Participant

    Comfy53,

    have you tried Alex McWhirter in BT? He’s pretty good at sorting out customer issues. If it’s published in the print edition, so much the better to highlight Turkish attitude to customers.

    Pat

    #502573

    Comfy53
    Participant

    Thanks ‘continentalclub’ and ‘PJordan’ for your suggestions.

    I e-mailed Alex McWhirter in BT and Rose (who looks after the letters page) will take it up with a contact she has in TK.

    Regards,
    Nigel

    #502574

    JohnnyEnglish
    Participant

    Good luck with that. I have had cause to complain to TK in the past (particularly in IST) and all I get are lies and brush-offs from TK staff. This has ensured I only travel with TK when work absolutely demands it – they will never be getting any of my private money…

    #502575

    OddvarJohansen
    Participant

    I bought in economy fare ticket with Turkish Airline Oslo-Dhaka in June. Traveldate late September 2011. However, despite of being a gold card member at Thai Airways/Star Alliance, I was unable to book a seat! I have sent several mails, but nothing happens. Isn´t this strange from an airline voted the best in Europe this year?
    Oddvar Johansen

    #502576

    alistairNicoll
    Participant

    Thank you, I had been thinking about TK business class to Entebbe but wondered if it was worth the cost as both flights would have been on a 737 for 5+ hours each. Will certainly avoid TK – the acid test of any service company is how they respond when things (as they will inevitabley do sometimes) go wrong. Sound like TK have been taking lessons from Ryanair

    Will look at Gulf Airs new offering

    #502577

    FlyingChinaman
    Participant

    Comfy53: Sorry to hear you are having so much trouble with TK’s PR department over some in-flight technical issues.

    Very unfortunately most Turkish comapnies lack the western style management in their PR department and way of dealing with complaints, including THY!!!

    To be fair TK had been making huge improvement to modernizing their fleet, better in-flight services BUT I am afraid it has not filtered down to their Customer Relations Department yet.

    The Turks despite of their mostly occidental appearance are still very much an oriental people. They are proud and have dificulty in admitting faults. A vestige of their Ottoman Empire!

    Your best weapon is going through BT as they have some form of channel which they can go through in the hope that they will get some reasonable response from the headquarters in Istanbul.

    Relish your Turkish Delight!

    #502578

    WesleyMoran
    Participant

    TA are great in advertising how good they are, I agree, they are good, but they are hopeless in customer relations, trying to get a compliant to them falls on deaf ears, they make it really hard.
    Not only was my luggage lost twice in the same flight Los Angeles to Istanbul, but other things all added up. They said they would address my issues, they totally ignored me, I’ll wait till I use up my miles then look for another airline. I don’t care if they are number one in Europe, they will find that it will be differnt with the USA, people don’t let things go. They should follow up, it will work against them in the future, THY get a better or system . Respond to people that have had problems.

    #502579

    WesleyMoran
    Participant

    TA are great in advertising how good they are, I agree, they are good, but they are hopeless in customer relations, trying to get a compliant to them falls on deaf ears, they make it really hard.
    Not only was my luggage lost twice in the same flight Los Angeles to Istanbul, but other things all added up. They said they would address my issues, they totally ignored me, I’ll wait till I use up my miles then look for another airline. I don’t care if they are number one in Europe, they will find that it will be differnt with the USA, people don’t let things go. They should follow up, it will work against them in the future, THY get a better or system . Respond to people that have had problems.

    #502580

    WesleyMoran
    Participant

    Good answer , people can only put up with so much before they move on.

Viewing 15 posts - 1 through 15 (of 76 total)

You must be logged in to reply to this topic.