Turkish Airlines involuntary schedule changes and resulting in misconnection and refusal to provide rebooking solution

[Flyer1000]

Hi,

I am wondering if anyone have any contacts at Turkish Airlines or advice as currently I am getting no where with them. Long story short they involuntary schedule changed my flights from PRG to BNE causing one flight to arrive after the next one departs in TPE which will result in misconnection. I have been trying to get them to rebook me (have called the call center over 10 times and sent multiple feedback from requests on their website still without any form of rebooking solution being offered) for months however its a classic case of computer says no even though they show available flight options on their website. I have even offered them the option of rerouting me on their own metal to MEL or SYD however they also refuse to provide this stating rerouting is not permitted. The flight now departs next month still booked on the flights that now misconnect. In full transparency this is an award ticket however I have never experienced this with any other airline even on a award ticket they will provide you with a rebooking solution down to last seat availability. Turkish Airlines seems to be going by promo award availability and refuses to rebook if none available which makes rebooking just about impossible on an involuntary schedule change. I believe they may also be in breach of their obligations under EU Air Passenger rights as they have not offered a feasible rebooking solution on this involuntary schedule change that departs from an EU member state.

I feel this is an important issue that needs to be raised as Turkish Airlines plans to expand in Australia and this is by far the worst customer service and handling of involuntary schedule changes that results in misconnection on the same ticket.

Please let me know if you need more information.

Thanks,

 

[MELso]

Definitely potential EU261 issues.

First things first: was the award ticket booked through TK or another airline? If another airline, you'll need to go through them.

If booked through Miles & Smiles, try emailing/calling their Australian address. 1800750849 or [email protected]

(FWIW, I had a schedule change on mine a couple of years ago, albeit on a cash ticket. I rang them with a suggested rerouting through KUL which they agreed to. Also had a schedule change a few weeks ago, but alas no luck in de-Jetstarring my booking from MEL-SIN and vv. Ah well...)

 

[Flyer1000]

Definitely potential EU261 issues.

First things first: was the award ticket booked through TK or another airline? If another airline, you'll need to go through them.

If booked through Miles & Smiles, try emailing/calling their Australian address. 1800750849 or [email protected]

(FWIW, I had a schedule change on mine a couple of years ago, albeit on a cash ticket. I rang them with a suggested rerouting through KUL which they agreed to. Also had a schedule change a few weeks ago, but alas no luck in de-Jetstarring my booking from MEL-SIN and vv. Ah well...)

Thank you thats what I thought.

It was an award ticket booked through TK first two segments is on TK metal last segment is on BR. The schedule changed segments were both of the TK segments. The second segment on TK moved a whole day later so arrives in TPE after the departure of the last segment on BR.

I have tried that email as well but they are not replying. Do you think there is away to escalate this matter?

 

[MELso]

I'd send them an email stating exactly what flights you want to connect on to the BR flights. The TK passenger rights booklet also aids matters. Perhaps the TK Helpdesk on X/Twitter may work?

https://cdn.turkishairlines.com/m/2703ac6af255a5aa/original/FR-67-0329-Yolcu-haklar-Brosuru-ENG-ee-copy.PDF