My particular case of retrado of flight with Turkish Airlines

In my case, my flight had two sections: the first from Spain to Istanbul, and the second from Istanbul to Hanoi. The first part of the flight, from Spain to Istanbul, are to be developed without problems. However, my flight from Istanbul to Hanoi was delayed approximately 5 hours.

At the airport, only provided me with a voucher to redeem for a meal at one of the fast-food outlets. Despite the fact that my flight is trasó 2:00 in the evening at 7:00 in the morning, which forced me to sleep in the airport, Turkish I do not offer or hotel, or a voucher to be able to use the wifi of the airport for more than an hour, or any other compensation beyond the vale of food. In summary, I had to sleep in the airport and I arrived at my destination for the night instead of at noon, with a delay of 4 hours and twenty minutes.

How to make a claim to Turkish Airlines for the delay?

STEP 1: ask for the reasons and the exact duration of the delay

The first thing you should do is go to the page of Turkish > help center > feedback (this is confusingly the correct letter to make claims – direct link).

Initially, I sent a message asking for the duration of and reasons for the delay. I remarked that this information is necessary to be able to ask for compensation for my travel insurance. I also asked if there was any kind of compensation for their part (I sent an e-mail according to this model, please feel free to use it to ask for initial explanations).

To this message I responded in a week. In response, Turkish Airlines said to me that the reason for the delay was ‘planning’, which the length of the delay was 4 hours and 21 minutes, and they offered me 30,000 miles as compensation (with an approximate value of USD 400, according to the information that I found online).

STEP 2: Ask for compensation according to the law

My next step was to write a new answer to the page claims of Turkish Airlines to claim 600€ in compensation. I used this model for this part of the claim. Feel free to copy the model and adapt it to your personal information. You will need to consult the european law EU law (No 261/2004), and/or the Turkish law Shy-Passenger to know the amount of compensation that you’re entitled to it depending on the number of miles of your flight and the duration of the delay. In my case it was 600 euros, because the flight duration was more than 3500km and the delay of more than 4 hours.

STEP 3: Offer compensatory Turkish Airlines

Two weeks later,the Turkish called me by phone to offer me a voucher of€ 750 redeemable for flights with Turkish Airlines in the period of a year. In my case, I stated that it had no interest in re flying with them because of the bad treatment provided at the airport and I asked to be entered to 600€ that apply to me, according to law, european and Turkish.

STEP 4: Confirmation of compensation by the airline

Three days later, the airline confirmed they agreed to compensate me with $ 600 and I was offered several different modes to make the payment. In my case, I decided to apply for the payment online through the application form return and exchange ( return and change request form ). If you’re near one of their offices, it is also possible to request the payment of face-to-face.

STEP 5: send documents extra to Turkish Airlines

About a month later, Turkish Airlines wrote to me to ask me a few more documents to finally send me the payment. They sent Me a form, which should include information about my flight, and my bank details. This form should be sent signed, so I had to print it out, fill it out by hand, sign it, scan it and send the photo. in Addition, they requested the certificate of ownership of the bank account, as well as a copy of the passport.

They requested that I send this in a period of 5 days. advised them that, of not doing it in the stipulated time, the case would be closed automatically on your system. In my case I sent the information to the next day, but has a nose that after a month without saying anything, you are given only 5 days to respond.

STEP 6: Wait for the payment and that no new excuses

Eight days after sending the documents, they replied that they could not detect if my bank was a bank virtual or not, as they can no longer make payments to banks virtual.

I explained to them that my bank, EVO, has a physical office in the center of Madrid, Spain, where I have taken action several times in the past few years.

A month and a week later, I received the payment from 600 € in my account.

Conclusions after the claim process

The claims process is a process unpleasant and unnecessarily complicated in. My feeling was that I was being punished for the second time: first make me sleep in the airport without a justified cause, and then test your patience during the claims process, which took several months to complete.

My perception of this company was very positive before this event. However, after the treatment he received at the airport, and the poor management of my application, I have to say that in the future I will try to avoid this company by all means. When you return to make the journey from Madrid to Hanoi I will buy flights with Qatar or Emirates, even if they are a little more expensive.

Finally…

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