My complaint:
Dear Sir/Madam
I am writing to complain about Turkish Airlines mishandling of my booking to Madrid which has left me in a serious predicament.
I was due to fly on the 17th March together with my pug dog. However due to a change in circumstances I had come to your Al Khuwair offices this morning in order to change my departure date to the 21st March together with that of my pet dog.
As per a previous occasion on 7th March I asked the staff member to check the availability of place for my dog in order to see that there were no other pets already booked into the hold on my newly intended travel date. He ed space was available for the dog in the hold and also cabin seating for myself.
Upon his initiating the new departure date 21st March I was informed that owing to a system update my pet dog would no longer be allowed to travel because of her breed. I then asked that he cancelled the request for the change of date and revert to the original booking which clearly validated my pet’s travel (see attached booking ation). At this point I was told it was too late to revert to the original booking for the 17th and that I would have to accept the system’s newly updated regulations. I asked why I was not informed about the consequences of changing tickets (which I obviously would not have done if I had known it would have precluded my pet from travelling ) to which I received no satisfactory reply but only the suggestion that the dog could be sent by cargo.
Having explored this possibility and spoken to the freight handlers, this simply isn’t an option as she would be without water or care for a minimum of 26 hours due to connecting flights and freight regulations and she would certainly not survive the journey.
I have lived in the Sultanate of Oman for 30 years and we have had this family pet for the past 11 years. More recently I had suffered a lot with anxiety over an uncertain future. My dog has been of great comfort and support to me.
I cannot under any circumstances leave the dog behind. This dog is very quiet and well behaved and I would take full care and responsibility throughout the journey.
Therefore I am appealing to Turkish Airlines on this occasion to waive the additional couple of kilos and allow my pug dog to travel in cabin in her designated travel case with me to Madrid on the 21st of March 2022.
Awaiting to hear from you.
Suggested solution:
Allowing my pug dog to travel in cabin with me
