Turkish Airlines — Local services in Toronto

I am giving an overall 3 star to Turkish Airlines (TA) itself. My positive experience with the Sales Office in Toronto process would have deserved a 5 star but it is lower because of the frustrating negative process of TA, especially in Istanbul and after. From Istanbul to Toronto, TA asked for volunteers to travel the next day instead because there had been overselling. When we volunteered, my husband and I were told that we would get EUR600 per person credited on our visa. We asked and got the confirmation that we would get a shuttle to the hotel, food and a shuttle to the airport the next day. We had to wait for the airplane to leave before the employee brought us to the TA office to fill in a form. When we showed our credit cards, they did not credit us because the family name was in 3 parts for my husband and had hyphens in between. The only difference was the hyphens for him. My credit card's family name was not exactly the same as on the airline ticket because Visa had made it shorter. We were then told that we would get cash at the Toronto Pearson airport by going to a TA counter or office there. When we arrived at the hotel in Istanbul with perhaps 40-50 other passengers from other TA flights, there was only one receptionist who called the passengers one by one. This process took an hour because we were among the last ones to get our room keys. The meal at the dinner was not good; but the buffet breakfast the next day was excellent. When we got out in the lobby at Pearson (Toronto) airport around 11 pm, we went to a general info desk where the lady told us that there would be nobody who would be at the TA office or counter to give us cash and we'd have to go to the TA website and fill in a form. To even search for that feedback form on the TA website took a lot of efforts - I spoke on their Chat facility; the first person did not direct me to the feedback html but the second person directed me to the good one. We got a reply from TA after one week or so, confirming about the approval of the credit. For me, they had approved to credit the EUR600 in equivalent TRY (Turkish Lira) instead of EUR. One of the options was to fill in another feedback form which we did by stating that we wanted the money to be credited to our bank account (there was no place to provide this information). Also, we wanted the EUR to be converted to CAD. We wrote on 23 Aug; normally, it takes 7 days to get the feedback. On 26 Aug, we got an email to respond to a 1-2 minute to a Satisfaction survey which did not allow for a Comments box. On 5 September, not having heard from TA by email, I went to the TA Sales office at 170 University, 4th floor (in the refund email, it had been mentioned that we could go to a Sales office to get the refund by cash; there was a link to see where the nearest one was but, when I clicked on the link, I could not see where to find that). It was mentioned on the email to call the Sales Office beforehand to know what to bring. It was a last minute decision before going to a lunch downtown, to go to the Sales office such that I did not have time to call them to ask which documentation to bring. I decided to bring the Flight and Service Irregularities Release Form received in Istanbul plus our passports. In the office downtown, Edwin was the employee who attended to me. He was excellent. After showing him what I brought, he did the process required and credited our account by using our debit card with the equivalent of EUR1200. All of this took 10 minutes. In other words, the process in Toronto is very simple...

Terrible customer service. I went there twice to get a full refund for a cancelled ticket. I was advised by Turkish Airlines Call Center agent that since there was a change in my flight schedule, there would not be any sort of fee or charges from both the travel agency and Turkish airlines. Next day I called and was advised by another agent to go to the Toronto Office to get a full refund in the form of a voucher (valid for 2 years) or miles and smiles credit. The agent by the name of Haniya told me that this office doesn't process refunds and is only a ticket sale office. I requested to speak to a Manager, she told me they don't have a manager, but her colleague quickly intervened and said the manager is retired. Then the retired manager all of a sudden became "Retiring" and they were away from the office. Haniya insisted that I write to Turkish Airlines via their website. She also refused to speak to me and said " she has work to do and she cant help me anymore". I contacted turkish airlines via theri website and soon after got a reply apologizing to me about the entire ordeal and that I could go back to the office to get a refund. I went to the Toronto office now for the second time and Haniya greeted me. I provided her the Refund code, Tk-reference number and ticket number. Her colleague had a customer as well and told Haniya that her customer wants to speak to her and ended up switching customers. Now Haniya's colleague was helping me and she said she can only refund me the cancellation fee. She called another colleague of her by the name Mustafa, who was extremely rude, arrogant, and ignorant. I tried to explain to him the situation multiple times and every time he would cut me off. I told him I have the e-mail saying i can get my refund, so why do i have to contact the travel agency. He kept screaming at me that i can only get a cancellation refund. I told him it was the turkish airline agents Fault who told me i can cancel my ticket and i would not be charged any thing from the travel agency nor turkish airlines. He finally said ok go you will get your full refund and kept repeating that. I told him are you sure, because I am getting the run around from everyone and seems like your lieing. He threatened to call the police on me and kept telling his colleagues if i insist, to call the police. Mustafa didnt even maintain 2m distance from me and this could be validated by the Office's Camera. Its disgusting to see how the Toronto Office treats their customer, especially in this Pandemic. Disrespectful...

Firstly I was traveling with an infant and contacted multiple times prior to ask for a bassinet. The entire trip is as told the flight was booked, when there were a number of seats empty but you gave priority to passengers who paid for there tickets and did not give priority to infants. I am disgusted I have traveled many times every flight offers parents with children preferences on thpse seats if they arrive early at the Airport. I called prior, asked at the counter and was told the flight was fully booked. When I boarded I saw there were elderly men sitting there and here I was crammed on a 10hour flight with a 6 month infant on my lap. I refuse to fly with you ever again after ghis experience.

It doesn't end here. I also requested kid meal for my 5 year old child. My first flight,they never offered it to me and gave me a regular meal and then my second flight they said they didn't ha e a meal for her. I shared mine with her and later the hostess brought me 1 banana and a yoghurt from business class.

This is horrible.

I only fly with qatar and this is the first time just because I wanted to stop in Turkey. But never again. On such a long flight with 2 children, your food was garbage what was offered, my child got no meal over 6 hours and I had a 6 month on my lap for 2 flights.

Then you keep changing my flights and my lay overs keep getting longer. Over my entire life and me traveling very often this has never happened. The reason for me to take shirt layovers is because I have 2 children and don't want to hang around your garbage airport. Who changes flights 3 times. I am disgusted with this experience and wish to never travel with you. I will leave reviews where ever possible so other parents are aware and chose...