Thursday, July 21, 2011

Turkish Airlines: Worst Customer Service Experience Ever

An open letter to Turkish Airlines customer service:

Dear Turkish Airlines,

In the past, I've flown exclusively on your airline whenever there's been a TK option on my route. I'm sorry to say the flight that I just got off will be the last.

I booked a ticket from Tel Aviv to Nairobi with your company, despite the fact that there were cheaper and faster options available. When I got to the airport in Tel Aviv, the flight was delayed and they tried to reroute me. This was strike one. I had two more legs on my journey that I would miss if I didn't make it to Nairobi on schedule, costing me several hundred dollars.

After checking my passport in the system, the TK employee at the counter told me that there was no way to get to NBO that night, and that my best option would be to fly to Istanbul and TK would put me up for the night until the next flight. I asked if there were any way I could upgrade to business since the delay was costing me a day's travel and a great deal of money. The employee said there was none left, despite the fact that there were several empty seats in business when I got on the plane. Strike two.

When I finally got to Istanbul and went to the desk to sort out the hotel and flight for the next day, they informed me that my travel agency had not confirmed my ticket, and as a result they wouldn't put me up for the night. "Are you kidding?" I asked, "An employee from your company promised me a hotel room when I got here. If I hadn't been promised a room, I wouldn't have gotten on the plane." "The man at the counter must not have checked your ticket," he replied. I asked him if it was my fault that a TK employee had screwed up when he checked me in, and the fellow kindly informed me that it was in fact my fault. I kid you not. Strike three. This was, hands down, the worst customer service I have ever received in my entire life.

Now here I am, loyal TK customer, and I'm stranded in Istanbul with no hotel, no ticket out, and no help from any of your representatives. I have to say I'm sorely disappointed. I thought loyalty counted for something in this business. I guess I'll just have to find another airline for whom it does.

Sincerely yours,
Benjamin Cole 

1 comment:

Ania Beata Owczarczyk said...

1. So sorry you had to go through all that trouble and pain.
2. Very well written letter. I should come to you for tips on writing such letters in the future...