CB Airlines and Air Travel Turkish Airlines System glitch cancelled an upgraded flight leg. Need to pay cancellation fee or forfeit miles used for upgrade

Turkish Airlines review: System glitch cancelled an upgraded flight leg. Need to pay cancellation fee or forfeit miles used for upgrade

Ivar B. of Amsterdam, NL

Oct 06, 2023 4:34 am EDT

Featured review

Dear all,

on May 15 I bought a refundable economy class ticket on Turkish airlines' website for AMS-IST and return, for my wife and me, to go celebrate the birthday of one of our daughters on the Bosphorus.

As I flew *SA during the year, I had some miles on my TK account and opted on August 18 to upgrade both my wife and myself to business on the AMS-IST leg only (not enough miles for both legs).

On Sept 29 another daughter decided to also travel with us AMS-IST-AMS. Having more family members made us want to stay a few more days, so on Sept 30 I decided to change our return date by a few days out on TK's phone app. The change was easily done, but surprise, surprise, the outgoing leg was gone. I now only held a one-way IST-AMS flight!

I called their call center up as they were thankfully open on a Sunday, and the attendant said that this was a known glitch and that I needed to enter a feedback into TK's website to get it fixed. I did so and by the next day my AMS-IST leg was reinstated, as informed. But, the upgrade was gone!?

I called the helpdesk again and they told me that they were not able to do anything online, and that I should again do a written feedback on TK's website.

I have now opened five feedbacks on TK's website about the same issue and they all get the same response. Cancelled flights need to pay a penalty to not forfeit the miles, i.e. call us, pay up and get your miles back.

There's no ombudsman and no other channel to escalate this absurd situation.

I mean, it was a known system glitch that cancelled my outgoing leg, but they are adamant that I need to pay for it.

Is there a way to talk to a sensible human, and not a robot about it?

Desired outcome: Get my upgrade reinstated and eventually a compensation for their ineptness

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customer.service@turkishairlines.com

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Support

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General Management Building Investor Relations Department, 9th Floor Yeşilköy Mh. 34149 Havaalanı, Cad. №: 3/1, Istanbul, Turkey

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Nov 19, 2024