Trying to keep this short, but this was a mess from start to finish.
Our Turkish Airlines flight from Singapore was canceled due to technical issues. At the airport, TK staff told me that once we reached Istanbul, they could reroute us so we’d still make our planned Brussels flight the next morning. Based on that, my son and I accepted being put on a flight 11 hours later.
Once we landed in Istanbul, the transfer desk flat out refused to reroute us. Just said “can’t do it,” even after showing our BA tickets. That meant we lost prepaid accommodation and missed our BA flight. We had to buy new tickets out of pocket.
Then it got worse. We arrived in Heathrow 13 hours late and one suitcase didn’t arrive. The other completely vanished in their system. No one knew where it was. We were heading to Brussels within hours, so we asked for the bag to be redirected. Didn’t happen.
We lost sightseeing days buying winter clothes and a new suitcase because we’d come from Australia and Singapore with zero cold weather gear. Lost more time traveling back to the airport days later to retrieve one bag. I spent hours on the phone, repeating the same info, filling out detailed lost baggage reports instead of enjoying the trip.
They found my suitcase just days before the trip ended and sent it back to Perth. Since then, Turkish Airlines and Dnata have ignored my compensation claims for the delayed bags. TK also denied any compensation for the cancellation, claiming no applicable passenger rights, which directly contradicts their own SHY passenger rights policy. No explanation. No response.
We did everything right. They did nothing to make it right. Half our holiday was ruined after months of planning.
I know I’m just one customer, but experiences like this matter. Turkish Airlines is not the only airline out there, and people should know what they might be dealing with.
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