17% of reviewers learnt about & won compensation with AirAdvisor’s help
Nahid B
Verified | Oct 28, 2026
- İstanbul-London
- Economy
If you are looking for a reliable airline that allows you to travel comfortably and without unnecessary problems, think twice before flying with Turkish Airlines.
Unfortunately, our experience with Turkish Airlines was extremely disappointing, and it revealed serious issues with the accuracy of their customer support, the attitude of their airport staff, and their willingness to take responsibility for their mistakes. Here is what happened. Before our flight TK1985 from Istanbul to London, we contacted Turkish Airlines customer support via WhatsApp to ask about excess baggage charges and the available options for purchasing additional baggage allowance before departure. One of their agents explicitly quoted us a rate of €4 per kilogram for excess baggage purchased before the flight. The agent also stated that the price at the airport might be different, but that “the difference will not be significant.” Based on this information, we decided to pay for our excess baggage at the airport, reasonably believing that the cost would be approximately €24 for our 6 kg of excess baggage. However, when we arrived at the airport, we were asked to pay €72.28 for just 6 kg of excess baggage — approximately three times the amount indicated by customer support. Charging nearly three times the quoted price can hardly be described as an insignificant difference. We immediately raised our concerns with Turkish Airlines staff at the airport. Unfortunately, we spoke to three different employees, and not a single one was willing to take responsibility for the incorrect information provided by their own customer support team. Instead, they repeatedly blamed the support department, telling us that the agents should not have quoted us that price and that the matter was not their responsibility. Their attitude was essentially that we had no choice but to pay the full amount or risk missing our flight. They offered no meaningful assistance in resolving the issue and did not even provide us with a way to speak to a supervisor. With our flight departure approaching, we had no realistic alternative but to pay the €72.28. To make matters worse, the airport staff told us that we could submit a complaint through the customer support system, that the issue would be investigated, and that our money would be refunded. It has now been approximately one month, and despite submitting two support tickets (15333198 and 15261249), Turkish Airlines has still failed to take responsibility for the misleading information provided by its own representative. We have yet to receive a satisfactory resolution. Our main issue is not simply the extra money we had to pay. It is the complete lack of accountability. We relied on information provided directly by Turkish Airlines, made a decision based on that information, and were then forced to pay a substantially higher amount. When we tried to resolve the problem, the airport staff refused to help, and customer support subsequently failed to provide a satisfactory response. This experience has left us deeply disappointed with Turkish Airlines. An airline should provide accurate information, treat its passengers with respect, and take responsibility when its own employees provide misleading information. Unfortunately, none of these expectations was met in our case. My recommendation: If you are looking for a reliable, hassle-free travel experience with professional staff who are willing to take responsibility for their mistakes, I strongly recommend considering other airlines instead of Turkish Airlines. Based on our experience, I would not recommend Turkish Airlines to anyone who values transparent pricing, responsible customer service, and peace of mind when travelling.
- İstanbul-London
- Economy
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ticket canceled via a glitch in the system, horrible artificial fragrance in bathroom
Nothing positive about the disruption handling
