Worst Airline

Good day

Recently my friends and I flew this airline from JNB to Havana via Istanbul. On our return leg we were unable re-enter Havana from Mexico due to Cuban Emigration’s negligence. We had to book new tickets for the return leg of our flight to fly out of Miami because Turkish Airlines refused to change our booking to fly out of Miami instead of Havana. We tried to cancel the Havana-JNB and get a refund. This was not done and we were told that we were no-shows in Havana (by your staff at the airport in Istanbul and JNB) after calling your customer service 6 times totaling to more than 4 hours to have our booking changed or cancelled. We were sent back & forth between your customer service and ticket sales . Each time, the call centre agents refused to provide reference numbers for the calls and we had to repeat the same story because none of them made notes regarding our query on their system. One agent named Mert refused to transfer us to a supervisor because he said it wasn’t the supervisor’s job to deal with unhappy customers. We were on the phone with the agent for over 90 minutes with no resolution. He calculated refund amounts and backtracked when the amounts provided were inconsistent for the tickets. He proceeded to just keep us on hold until we hung up. We are still without our refunds and have had no responses to countless calls and now emails .

Regards Dr Gagela