Diverted flights - Turkish Airline

alval_mse

Seeking Advice on Resolving an Airline Issue

I would appreciate any advice or guidance regarding the following situation:

Turkish Airlines diverted a flight to an airport more than 1,000 km away from the original destination. To continue to the original city, we had to travel through a major city and take an overnight train.

The airline’s website and feedback system are quite complicated and difficult to navigate. After submitting a request, their initial response was reassuring—they asked for receipts, train tickets, and other details, promising to assist. However, after submitting all the required information, we received a response stating they were not obligated to compensate due to weather conditions.

We did not request compensation for the weather delay. Instead, our request was for assistance in covering the unexpected additional expenses we incurred because of diversion.

To make matters worse, it has been nearly impossible to find an email address for sending a formal complaint to their customer relations team directly. Their website "feedback" section is the only method to communicate with them. Additionally, their feedback system only allows for five file attachments, which limits our ability to submit all necessary documentation.

Does anyone have advice on how to proceed in this situation?

Voyager2002

Turkish law is similar to EU 261, so use similar terminology. Say that you are requesting re-routing costs.

The 'feedback' section of the Turkish Airlines website is actually a potent tool: I knew a member of their staff who was dismissed because of customer comments made there.

There is an old post on Reddit that gives details of how a poster eventually managed to get full redress from Turkish Airlines using the relevant law, but it was quite a long slog.

fifeken

There's websites/tools available that'll combine multiple files into one to allow you to submit all your documents.

alval_mse

I wanted to provide an update. After a few polite yet firm messages, the Turkish airline has offered a refund. This could be in the form of a credit note, a bank transfer, or cash. They mentioned that it would be possible to receive the cash at their sales office at Heathrow. We will have more clarity in a week.