My complaint:
Reference Number: TD9TGG
Qatar Air used local Pegasus Air for a flight between Antalya – SAW (Istanbul Airport), the flight supposed to take on the 25.03.24 at 16.50 but upon arriving at the airport at 12.50 we have found out that the flight was changed to 11.05 without any notifications to us, when we have approached Pegasus service desk, the person said, someone called you to inform of the changes where we have never received any proper notifications.
We went to Turkish Air and bought the flights to IST at our own expense and flew out immediately to Istanbul Airport, we took private taxi from IST to SAW and got to the check in desk at 17.50, in the next 10 minutes the person at the check in desk started to issue us the boarding passes for the rest of the travel, Ist – Doha – Kuala Lumpur, the manager has approached us and asked how did we get to SAW, we explained the situation and the Manager took upon themselves to cancel the rest of the flights as our arrival was out of sequence which is a despicable excuse!
We have asked why, and they said because WE missed our flight but it did not answer why cancelling the rest of the flights, then the person said we have to contact, service desk via phone since they do not have any presence in Istanbul airport, when we told that we gave our sims away to the family since we do not need to come back to Turkey, they said, its your problem and go and find your own way.
By 18.30 we have managed on our own to get in touch with the service desk and explained the situation, the service desk staff stated that ALL our flights are registered as flown away, which is ridiculous since it was still scheduled to flight out at 20.30 and the check in desk was still open and the only suggestion was to buy new tickets for the next day, which we have done over the phone since we did not have any other options.
We have then started searching for the Nearby hotel and managed to book a hotel 2 km away which is another unnecessary expense and since it is 4 of us travelling, the kids were hungry and grumpy, had to accommodate them too.
The next day when we arrived at the airport we went through grilling and embarrassment as the staff were harassing us on how we got to the airport as there is no registration of flights from Antalya and we had to go through all of the story right from the beginning, looking at our passports and knowing that our final destination we do not need visas, they were asking irrelevant questions, on 26 March 2024 we have arrived at the airport at 10.05 and came through the check in at 11.45 mentally, emotionally and physically exhausted, this is the worst customer experience and human beings that are pretending to be doing their jobs!
Suggested solution:
I want Qatar air to formally apologise for causing all of the unnecessary problems to us and I want a full amount repaid to what we have paid for the flights that we supposed to take on the 25 March 2024 since it was cancelled by them for no specific or apparent reason!
