********* and POOR SERVICE

Subject: Complaint Regarding Misleading Upgrade Eligibility and Incomplete Refund – Turkish Airlines & Lufthansa Miles & More

Dear Sir or Madam,

In December 2024, I purchased fully flexible and refundable tickets from Turkish Airlines. Before doing so, I contacted both Turkish Airlines and Lufthansa Miles & More by telephone to confirm whether such tickets would qualify for upgrades using my Miles & More benefits.

I was clearly informed by a representative from Miles & More that if the tickets were booked in Y class or were fully flexible and refundable, they would indeed be eligible for upgrades. Based on this assurance, I proceeded to purchase fully flexible tickets from Turkish Airlines.

After completing the purchase, I contacted Miles & More to request an upgrade, only to be informed that tickets issued by Turkish Airlines do not qualify for upgrades, regardless of fare class or flexibility. This was a complete contradiction to the information I had previously received.

As a result, I requested a refund from Turkish Airlines. While the refund was processed, it was not issued in full. I was never informed at any stage—either during the booking process or on any of my recorded calls with Turkish Airlines—that penalties would apply or that the full amount would not be refunded.

I have written to Turkish Airlines on more than nine occasions to resolve this matter, but I continue to receive the same automated responses without any meaningful engagement or resolution.

This experience has left me feeling misled and cheated by both Lufthansa Miles & More and Turkish Airlines. I trusted the information I was given by your customer service teams and acted in good faith.

I request a full investigation into this matter, a proper explanation for the short refund, and a reimbur*****t of the outstanding amount.