Customer Reviews - SKYTRAX (2024)

✅ Trip Verified | Airport Check-in at HAN staff was friendly, but their English language skills need improvement. Our reservation code was for two passengers, and we had requested to sit together. However, upon boarding, we discovered we had been assigned two aisle seats. We asked the cabin staff to change our seats, and they moved us to the first row, which turned out to be the worst seating choice in my flight experience. Onboard experience - Despite the new aircraft with a comfortable seat the flight was disappointing due to several issues with the staff. The service was uncoordinated, not attentive, staff was very noisy. The amenity kit were distributed randomly. Mine was forgotten and I asked for. The service started whit the menu choices (only for dinner not for breakfast) While seated a flight attendant came asking to prepare the seat for the night. I said “later please” but she never came The dishes were served very fast pushing the passenger to say “wait one moment please”. During a dinner/lunch normally is asked the customer if they want more wine, juices etc etc. It looks like the service is on request (I need bread and I ask for; I need water and I ask for etc ) the overall impression is to do the service as fast as possible and go behind the curtains. No trolley with beverages was used despite the Turkish advertisem*nt everywhere shows something completely different. Asked for a coffee it was served later on. The night flight was not comfortable. Having opted for the first row as alternative to the original seat assignment the staff was talking all night long. No bottles of water were served before going to bed. A couple of hours before landing I was awaked by the chit-chat of the crew members behind the curtains. I refused the breakfast because I was really upset. The outboard greetings were done by the supposed “ chief of staff”. Other crew members were not present. Turkish Airlines claims to have more destinations worldwide than other airlines. True but must claims also to have an adequate staff to support the network. Unfortunately, not the case for this flight TK165.

✅ Trip Verified | I recently had an extremely disappointing experience with Turkish Airlines. I had purchased two business class tickets for a one-way flight from Istanbul to Toronto at a significant cost of around $7000. Despite arriving at the airport on time and reaching the gate with a minute to spare before it closed, I was denied boarding. I immediately voiced my concerns to the airline staff, who argued with me for approximately 10 minutes, even though the plane was still present and the gate remained open. Instead of addressing the situation promptly, they directed me to customer service, which was located a kilometer and a half away from the gate. Upon reaching the customer service counter, I was met with utter indifference. They informed me that there was nothing they could do to assist me and advised me to visit the purchasing department. I reluctantly complied and endured an additional hour of waiting before finally speaking to someone in purchasing. However, to my disbelief, they also refused to help and informed me that I would need to purchase a new ticket for an exorbitant $10,000. It is simply unfathomable that a one-way flight would cost me a staggering total of $17,000, considering I had already purchased a ticket. Refusing to accept this unreasonable demand, I was redirected to yet another customer service area, only to be sent back to purchasing once again. By this point, I had traversed a distance of approximately 3 1/2 kilometers, feeling physically drained. The supervisor I spoke to offered no resolution, and what was most disheartening was that I was not alone in my predicament. There were six other passengers from the same flight experiencing the same issues. I tried reaching out to their customer service over the phone, only to be repeatedly disconnected. The entire experience felt incredibly frustrating and almost seemed like a scam. Ultimately, I was left with no choice but to purchase a new ticket, this time in economy class, for an exorbitant price of $5000, just to make my way back home. This additional expense was completely unjustified and only further added to my dissatisfaction. Furthermore, the airport experience was marred by long and inconvenient lineups for non-business class passengers. This lack of efficiency only compounded the already unpleasant situation. In light of these distressing encounters, I can confidently say that I will never fly with Turkish Airlines again.

✅ Trip Verified | 2 flights with this airline in 1 week, 2 scams. Our first flight was cancelled and despite several requests it was impossible to get a refund for the seats we had paid for! For the second flight we had again paid for seats, but Turkish Airlines decided to change our booking number, which cancelled our seat reservation. So we had to pay again, except that it's now impossible to get a refund for the first seats. Catastrophic customer service, a company that respects nothing and nobody. Communication is by form only, so with each exchange we have to start from 0 and each passenger has to make their own request, even if only one person has paid. Hw can you dissuade customers from not claiming their due! Instead of automatic refunds, we have to send them dozens of messages without ever getting an answer that makes sense.

Not Verified | Decent airline, flew late, arrived in Amsterdam for one hour. Also at Istanbul airport I was targeted to check in my one piece carry on even though plenty of space inside the cabin. I requested but the guy does not listen. Food was OK and AVOD is OK, not comparable to Emirates or Qatar Airways standards

Not Verified | Received a text message that the seat I paid for 3 months in advance had been changed. Service desk/gate attendant was extremely rude when I asked if there was possibly another option. Although economy passenger in front of me was given seat that was requested last minute & treated pleasantly. Very disappointed in Turkish Air customer service. Will look for another airline next time I fly.

✅ Trip Verified | We took a the flight was Karachi which arrived 50 minutes late at the Istanbul. The original layover was 1hr 50 min. The flight landed at the other end of the aiport from where we were supposed to take the connection to Frankfurt. We ran to the gate, passed the busy security arrived at the gate B10 , flight was gone. No info, by anyone, delay from Karachi was airline problem. Asking random airport staff we were told to contact Turkish airline care point. The staff looked at us and said calmly here is your new flight which is 4 hours late than the original connection. I went to speak with the manager of the care point who says he does not understand what is my problem because we have been issued boarding passes for the new flight. No apology for any discomfort.

✅ Trip Verified | In November 2023 I travelled from Istanbul Airport to Birmingham UK using Turkish Airlines. I am disabled and travelled with my mobility scooter. I had entered Turkey from East Midlands Airport into Dalaman using Jet2 and then travelled on to Istanbul using Pegasus. I had no problem with the first 2 airlines. When checking in for my return flight at Istanbul my mobility scooter was thoroughly scrutinised by the airline staff and approved for transport by the airline captain. This took over an hour. Upon arrival in Birmingham my mobility scooter was not returned to me and the Special Assistance staff had to go looking for it. It was found outside where it had been unloaded and brought to me. However, it was not working and had clearly been lifted by the plastic chassis rather than the handles and as a result wires had been disconnected. It could not be repaired at the airport and needed an engineer. The special assistance staff managed to get me, my luggage and my scooter out to where my taxi was waiting. I immediately arranged for the repair of my mobility scooter and informed Turkish Airlines of what had happened using their online portal. The cost to repair was £75.00. Turkish Airlines then responded stating that my claim had been rejected as I had been carrying an item prohibited by the civil aviation authorities. Please see copy of their respond attached as a photograph. I knew that I had no prohibited items and queried their decision. It then took several weeks for them to finally look at my claim properly and they eventually paid me £74 rather than £75 as they only calculate in US dollars. Turkish Airlines treatment of me was absolutely disgusting and I have never received a proper apology. Do not use this airline if you are disabled. They have no respect or consideration for disabled people. I have travelled all over the world and have never been treated with such contempt.

Not Verified | I bought round trip tickets from Detroit to Beijing and Beijing to Detroit. Inbound went through smoothly. But outbound was chaos and torture. I was in Beijing Capital airport 3 hours before departure on 10th of May, self check in failed, I went to help desk asked for help, they communicated with airline and told me my ticket was invalid, then I went to check in counter, they called airline too and I was told same thing. So I was denied boarding. After countless communication with airline, finally they admitted that their system made mistakes, they will arrange flights for me asap, and told me to retain the hotel receipt to get reimbursed. But the earliest flight available was on 13th of May, I had not choice, so I stuck to Beijing for 3 more days. After I got home, I started communicating with the airline through the feedback. The process was terrible, they lied about the situation, they said I was denied boarding because I was not checked in on time, that’s untrue, so I asked the timestamp according their investigation, when self check in attempted, when help desk informed, and when check in counter called, they couldn’t provide.

✅ Trip Verified | Turkish Airlines should change its slogan to, "First world in-flight service, third world customer service." I inadvertently booked two identical business class tickets, on separate reservations, for myself to fly to Dubai on Turkish Airlines. I showed up at the airport and boarded a Turkish flight to Dubai with no issues. I arrived in Dubai with no apparent problems. On the return flight, I was denied boarding, with Turkish claiming I had not used my ticket to arrive in Dubai, resulting in an automatic cancellation. What seems to have happened, after many many interactions with their horrible feedback form-based customer service, was that Turkish determined that since I didn't use one outbound ticket, they would cancel both of them. Of course they have no policy that states this anywhere. At best, it's a flaw in their computer system. Turkish has refused to acknowledge I was even on an outbound flight to Dubai even though I have sent copies of the frequent flyer mileage I obtained from these flights. Turkish will not confirm that I'll receive a refund minus penalities on the completely unused ticket. They will not acknowledge that I was on any Turkish flight and pretend they were both no-shows. They won't rebook me for a return flight. Speaking to someone on the phone is completely useless. No one that you actually talk to can solve the problem or has any power to do anything. Turkish uses a feedback form approach that no other major airline uses. It's truly bottom of the barrel customer service. It's like talking to a wall. At the end of the day, I paid more than $4,000 for Turkish Airlines to fly me to Dubai and then leave me there stranded.

✅ Trip Verified | I recently flew with Turkish Airlines for the first time and I must say, it was an outstanding experience that offered excellent value for money. The online booking process was straightforward, and I appreciated the option not to pay a fee for seat selection. This allows passengers without specific preferences to save money, while those like me who prefer certain seats can still choose their preferred spot. The ground staff at O'Hare Airport were outstanding. They were helpful while interacting with a full flight of passengers. Although I was sent back to the check-in counter by TSA for another boarding pass, it turned out that the original one was correct. The good-looking cabin crew did a fantastic job! I was pleasantly surprised to receive an amenity kit along with the usual blanket and pillow. The complimentary meals and beverages were comparable to (or better than) those offered by other airlines on recent trips (last 2 years) which I paid ($500 or more) for. I also tried the sleeping pods and shower service at Istanbul Airport. It was by far the best long-haul transit experience I've ever had, surpassing my previous experiences at airports like Dubai, Hong Kong, and Narita. Lastly, the pilots were amazing - my flights were smoother than the blue line train ride I took to the airport.