Turkish Airlines not responding to refund request

Hengabecka

I got stuck in Istanbul for a few days when the travel restrictions began. My friend and I had return flight tickets back to the UK for Wed 18th March but Turkish Airlines cancelled these by email on Tuesday 17th. The phone lines were completely jammed all day and we couldn't get through. We queued outside the British Consulate but they wouldn't even open the door to speak to us. I left a message with the gate staff and later someone from the consulate rang to tell us that they could do nothing but we had better hurry to book new tickets as all flights would be stopped within days. It took several hours and being thrown out of the website several times but eventually we were able to book new tickets - one-way for twice the price of our original return tickets - for Friday 20th. These were then cancelled by email on Wednesday 18th. This time I managed to get through on the phone, and re-booked again for Saturday 21st. The operator flatly refused to confirm that this third flight would actually happen so we then spent an anxious few days paying for extra nights' accommodation and trying to buy food in a city that was locking down all the cafes and restaurants. Thankfully we were able to fly home on Saturday 21st March and my heart goes out to the people who have been stuck for far longer in e.g. Peru as just those few days were stressful enough. I still don't understand why Turkish Airlines couldn't have honoured our original flight and got us home (and out of their hair) earlier. I really don't think I should have to pay for the new tickets. I'm self-employed and my income has just vaporised! I am hoping to get something out of the government scheme in June, but it won't be much (for complicated reasons there isn't space to go into here) and things won't get back to normal for a long time even if/when we come out of lockdown - so I really need to eke out my savings as much as possible.  I have put in a claim for a refund on the Turkish Airlines website, got a case reference number, and the normal resolution time is 7 days - but it has been a month already and there has been no response. What can I do? The credit card bill is due! Turkish Airlines are part of an arbitration scheme but they won't take a case until it's been 8 weeks - should I just wait until that date and escalate it? It would be good to know what my rights are before I have to do that. Can anyone advise? 

Thrugelmir

Turkey started closing it's borders to flights on the 14th March. The UK was added to the list from 8 am on the 17th March. 

Life__Goes__On

" I have put in a claim for a refund on the Turkish Airlines website"
What flight(s)  have you claimed for?
and how did you pay for them  (and the cost as it might be legally relevant)?

Hengabecka

I paid for the new one-way flights for two people for Friday 20th March, which was then cancelled but they allowed us to rebook it for Saturday 21st. I haven't received any refund for the return portion of our original flights. I paid via bank credit card (Visa) and it cost £326. 

kb81

Back in March I went to amend my booking with Turkish airlines as it was clear my flight would be cancelled.  however due to my flight being so close the system wouldn’t allow it, I spoke to them and they said it was fine to cancel and re book, due to covid 19.  So I did.  they said they would refund in full.

a couple of weeks late I noticed they had only refunded 1 ticked not the 2 cancelled, so I contacted them, they agreed their error and promised a further refund, however it would be 10 weeks, as the initial refund had been pretty instant and I had re booked as I agreed I would I wasn’t happy especially since it was going to be more like 13 weeks for me (due to the time between the credit & me noticing it was incorrect).  

I contacted my credit card, they said I had to wait the 10 weeks as I wasn’t being refused a refund, only told to wait 10 weeks.

THEN today I got an email saying that I wouldn’t get a refund until 2 months after their flights have resumed, obviously we don’t know when this will be & they have changed the promise of 10 weeks.

where to I stand?

kb81

Hi, I’ve just posted about TA, I received a partial refund, then they said I had to wait 10 weeks for the rest.  Now I have received an email which says there not refunding anything until 2 months after flight ban is lifted.  

It’s very annoying in my case as I actually wanted to amend (support the travel industry and all), but there was a system error so I had to cancel and create a new booking.  So in trying to keep my booking I’ve ended up with them holding 2 bookings worth of cash, that’s what you get for trying to do the right thing.

anyhow, this is the text on the email, maybe it will help you

However, pursuant to the additional regulations added to the Civil Aviation Passenger Rights Regulation, it has been decided to refund the tickets of the flights cancelled by the airline companies due to the Coronavirus, two months after lifting of the flight ban. For this reason, one of the ticket’s refund amount has been issued into the credit card account which was use in the payment originally. We are deeply regret to inform you that the other ticket’s refund will able to be transferred into your account after the abovementioned period is over.

Alan_Bowen

EU261 gives consumer rights to refunds for flights back to the EU only if you are flying on an EU airline which does not apply here. The Turkish government have issued rules which are set out above, payment 2 months after the start of flying, and since the law didn't have a fixed date for a refund, I suspect credit card companies will not offer chargebacks as you have been told you will get a refund. 

kb81

I spoke to my credit card company, there not sure if then can get my money back, as Turkish are saying they will refund.  They are going to try though after a bit of pushing from me on the grounds that the 10 week agreement is now not being honoured and the new time scale (2 months after flight ban ends) is invasive and has no official deadline.  I don’t even know which flight ban as I think they are still operating at least internally, although I could be wrong 

kb81

Alan_Bowen said:

EU261 gives consumer rights to refunds for flights back to the EU only if you are flying on an EU airline which does not apply here. The Turkish government have issued rules which are set out above, payment 2 months after the start of flying, and since the law didn't have a fixed date for a refund, I suspect credit card companies will not offer chargebacks as you have been told you will get a refund. 

I believe EU261 gives the protection to any flight departing or arriving in the EU

Nebulous2

kb81 said:

Alan_Bowen said:

EU261 gives consumer rights to refunds for flights back to the EU only if you are flying on an EU airline which does not apply here. The Turkish government have issued rules which are set out above, payment 2 months after the start of flying, and since the law didn't have a fixed date for a refund, I suspect credit card companies will not offer chargebacks as you have been told you will get a refund. 

I believe EU261 gives the protection to any flight departing or arriving in the EU

Unfortunately not. It protects all flights leaving from the EU, but only flights arriving on EU airlines. I knew that, but didn’t initially realise that a return flight is regarded as two separate flights. I thought my return would be covered because I originally left from the EU.

Unlike the USA which I understand protects all flights arriving and leaving. 

CarolineBeth

Hey guys, I'm looking for some advice, I booked return flights with Turkish airlines back in February 2020 for June 2020 due to travel restrictions I couldn't travel, even though the flight still went ahead, there was a non essential travel guidance in place.  I phoned them, they where very helpful and gave me an open ticket until December 2021.  I have decided I want a full refund now as the covid 19 pandemic has lasted longer than initially expected and with the government stopping travel until June 2021, and the current situation in Turkey I don't feel like it is at all safe to be putting myself at risk.  I contacted them about this and they said they can only give me £30, the flights coat my £550.  Their response via email, "
We’re sorry that you had to change your travel plans. However, unfortunately we are unable to fulfill your full refund request. Just one time you can make new reservation without any fee.

We can only process refund/reissue requests in accordance with your ticket’s fare rules.  Fare rules may vary depending on whether your ticket is in the flexible, limited or promotional class.

To avoid similar problems on future flights, we recommend you take careful notice of your ticket rights specified at reservation.

Any help or advice would be greatly welcomed.