My complaint:
We have two issues with Turkish airline
1 Cancelling our flights from Istanbul to Doha and from Istanbul to SFO claiming no show for Doha segment, which is not true.
2 We paid for upgraded seats for all the flights, we were told at SFO that our seats were sold to other passengers and we can file a claim online.
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1 We (my wife and I) took Turkish airline from San Francisco California to Doha, Qatar via Istanbul flight TK80 on September 30th, 2021.
At the SFO airport we were asked to provide proof of vaccination, PCR test and hotel reservation in Doha, Qatar in order to board which we did.
We arrived in Istanbul airport to board our 2nd flight to Doha flight TK782, we were refused boarding at the gate for not having registered with Ehteraz App from Qatar, we were told by the airline staff in Istanbul that the staff in SFO made a mistake, they should not have let you board at the first place, and we need to take the next flight 12Hrs later to Doha after completing the App. So we missed our flight to Doha and spent the next 6 HRS trying to register for Ehteraz App.
After completing the Ehteraz Application we were told that our ticket was cancelled and we to have purchase a new ticket. At this point we decided to go back to San Francisco for not able to attend a wedding event in Doha on time on the 2nd of October.
We called the airline from our hotel in Istanbul to resolve the issue and have the incident reported.
We went to Turkish airline office in Takseem to our flight to SFO, we spoke to Bahar Ozlokmci and Sezin Surucu, we were told by them that our flight to San Francisco is also cancelled due to NO Show at the boarding gate in Istanbul for Doha Flight. We explained to them the whole story, Bahar Ozlokmci said that our story can not be verified and there is no proof that we were at the boarding gate during boarding to Doha, therefore, all our flights has been cancelled due to no show in Istanbul airport. Mrs Ozlokmci was uncooperative, insulting, challenging and unprofessional. She offered us a price of a ticket to SFO that is more expensive than what is advertised online.
Issue Number 2
2 We paid for upgraded seats for all the flights, we were told at SFO that our seats were sold to others passengers and we can file a claim online.
We purchased an upgrade seats online with Turkish airline to all flights. At SFO on September 30th, 2021 at the check in desk, we were told that the seats we purchased were sold to other passengers by mistake. Instead of giving us an upgrade for the error, we were told to file a claim online.
We demand a refund for the upgraded seats we purch
Suggested solution:
What we went through displays the least levels of human respect and dignity due to the failure of the airline and lack of training. We missed an important event, going through the emotional stress of a tough week, losing money on tickets, hotel accommodation and other expenses, which we expect FULL compensation for. All legal avenues are considered to resolve this issue.
