Looking for real advice because I’m hitting a wall.
We flew Muscat to Istanbul to Warsaw on one Turkish booking. First leg was delayed for operational reasons, which caused us to miss the Istanbul to Warsaw flight. We were rebooked much later and arrived about 10 hours late. During the long wait in IST there was no real assistance, no vouchers, no proactive help. We paid out of pocket for food and water. Seat selections we had paid for were changed, and we ended up paying again just to sit together.
Turkish keeps denying compensation and replying with canned responses that don’t line up with SHY-YOLCU. They keep talking about EU261 even though we never claimed under that. Our claim is based on SHY. They also keep implying SHY doesn’t apply because the trip started in Muscat, which from everything I’ve read isn’t true when a Turkish carrier operates through Turkey.
What’s worse is trying to escalate to SHGM. The complaint form doesn’t load at all, no matter what browser or network we try. Phone calls go nowhere and language is an issue. Emails don’t seem to get responses. It honestly feels like there’s no functional enforcement path.
Has anyone here actually managed to submit a SHY-YOLCU complaint to SHGM successfully? Is there a working portal, an email that gets answered, or some process that works for non Turkish speakers? Or is sending a physical complaint to Ankara the only option?
Any practical advice would really help. Right now it feels like Turkish just stonewalls until people give up.
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