I previously held a positive opinion of Istanbul Airport and Turkish Airlines. However, a recent incident has significantly altered my perspective.
On September 8th, while transiting through Istanbul Airport on a Turkish Airlines flight from Uzbekistan to England, we encountered a series of unfortunate events. My younger daughter experienced an allergic reaction, and my elder daughter required frequent bathroom visits due to stomach issues. These circumstances caused us to be the last passengers to board our flight.
Despite the airport staff announcing several times that passengers could be accommodated on later flights with vouchers for free travel or hotel accommodation, and offering to transport heavy bags separately (as the flight was overbooked and they were seeking volunteers to take a later flight), we received no assistance.
Just before boarding, I discovered my daughter's cabin bag was missing. After a brief and unsuccessful search, airport staff threatened to close the aircraft door and directed us to contact Turkish Airlines staff in London, despite knowing this would be ineffective. After arriving, we contacted Turkish Airlines office at the airport, but received no meaningful support.
My daughter's cabin bag contained several valuable items purchased in Uzbekistan, as we had not sent any separate luggage.
Following our arrival in London, my daughter contacted the airport and airline multiple times. They eventually located the bag, but when our Turkish friend attempted to collect it at the airport, the lost luggage official refused, stating that my daughter needed to submit the original form authorized by the Turkish consulate in London. Obtaining an appointment at the consulate proved impossible, and as the airline informed us that cabin bags are only held for 90 days, we realized we would never receive it.
I believe a more professional and empathetic approach from airport staff would have been appropriate. Unfortunately, we received no assistance whatsoever. This experience has led me to cancel a planned trip with Turkish Airlines to another destination.
This incident has significantly impacted our holiday experience.
Ajith Dharmakeerthi
London
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