How can we help you if you go away?

Kathleen Quinn asked us for help. Then she un-asked us. Then she drifted away. Then she came back to us with a bombshell ending.

At issue: An involuntary downgrade on a Turkish Airlines flight from Istanbul to Los Angeles and a promise by the airline to refund her $600. A promise, of course, that Turkish Airlines broke. (Otherwise, why would she come to us?)

It isn’t the many twists and turns this case took that are so compelling — although this case has more twists and turns than most. Rather, it’s the hard reality that if you tell us to go away, we can’t help you anymore.

First things first.

Quinn and her husband flew from Los Angeles to Istanbul a few months ago on their way to Africa. They spent an extra $1,000 on upgrades from their economy class seats.

“On our flight to Istanbul, we had the upgrades, but on the return flight, we were told they were no longer offering those upgrades,” she says. “After spending almost two hours in Istanbul airport with various agents, we were given papers indicating we were entitled to a $600 refund.”

But that’s not what happened when they returned to Los Angeles.

Upon returning home I made numerous phone calls to Turkish Airlines, always ending up with someone in Turkey telling me they could not refund the money.

I finally filed a complaint with them and eventually got a reply saying I was entitled to a refund of 269 euro which could be redeemed at a sales office.

I have tried calling several sales offices but get no answer or get a message that the mailbox is full so I can’t leave a message.

This pattern of referring someone to another department repeats itself again and again with Turkish Air. We’ve covered it. (Interestingly, I had colleagues contact me after seeing that post to tell me they, too, have experienced this “I-can’t-help-you” attitude.)

Of course, we contacted Quinn immediately to see if we could help. Our advocacy team doesn’t really get too involved in upgrade cases, but we pay attention to downgrades, especially where there’s a compelling paper trail. And having a promise in writing seemed pretty compelling to us.

But then we received this reply:

Unbelievable. After sending you a letter last night requesting your help, I received a reply from Turkish Airlines today. They are sending us refunds for our downgrade on their airline. So please disregard my request for help. Thank you for your immediate reply to my request.

Problem solved? Not really.

A few weeks later, she offered the following surprise update:

I emailed you sometime ago about a problem I was having getting a refund from Turkish Airlines for an upgrade we paid for but didn’t receive.

I finally wrote to the U.S. Dept. of Transportation Fraud Division who contacted Turkish Airlines on my behalf. Peter.Cacioppo@dot.gov is the person there who deals with Turkish Air. He was very helpful and might be a useful resource for you.

We are pleased to finally get the reimbursement. Thank you for your interest in this problem and for taking time to write to me.

Huh? What happened to Turkish Airlines’ promise to refund her money, repeated in writing and by phone? As my 14-year-old would say, “WTH, Dad?”

Two takeaways from this case:

Talk is cheap, and paper contracts are meaningless. Looks like Turkish Airlines promised a refund, then backed away. Now, in fairness to the airline, Quinn says her travel agent misquoted a rate, and that may have led to a misunderstanding — but still. At the very least, the airline could have been unambiguous about her chances of a refund.

We can’t help unless you ask. I feel bad that we couldn’t assist Quinn. Had she let our advocacy team know about the second broken promise, we would have definitely jumped in and tried to assist. But if we don’t know, we can’t help. It’s as simple as that.

Quinn’s refund case has firmly established Turkish Airlines as a problem airline when it comes to customer service. We’re just faced with too many cases and too many broken promises to make these a thread of coincidences. I hope that changes — soon.

Underwritten by

Underwritten by AirHelp

AirHelp is the world’s leading flight delays compensation company, helping passengers apply for compensation following a delayed or canceled flight or when boarding has been denied. It is AirHelp’s mission to fight for passenger rights by holding airlines accountable for flights disruptions that are out of passengers’ control. AirHelp has already helped 5 million people, taking the stress out of applying for compensation and making it as hassle-free as possible for travelers around the world.

Underwritten by Allianz Travel Insurance

The Allianz Travel Insurance company has built its reputation on partnering with agents all around the world to provide comprehensive travel insurance for their clients. Contact Allianz Travel Insurance for a comprehensive list of coverage.

Underwritten by Chubb

Chubb is the world’s largest publicly traded property and casualty insurance company, and recognized as the premier provider of insurance for successful individuals and families in the U.S. and selected international markets, offering coverage for high-value automobile, homeowners, recreational marine/aviation, valuables and umbrella liability coverage. As an underwriting company, Chubb assesses, assumes and manages risk with insight and discipline, and combines the precision of craftsmanship with decades of experience to conceive, craft and deliver the best insurance coverage and services to individuals, families and business of all size.

Underwritten by Enterprise

A family-owned, world-class portfolio of brands. A global network that spans across more than 85 countries. Some 97,000 dedicated team members sharing common values. And more than 1.9 million vehicles taking our customers wherever they need to go.

Underwritten by Fareportal

Fareportal’s portfolio of brands, which include  CheapOair and  OneTravel, are dedicated to helping customers enjoy their trip. Whether you want to call, click, or use one of our travel apps, one thing is clear: We make it easy to take it easy.

Underwritten by Insuremyrentalcar.com

An independent provider of low cost CDW/LDW insurance for use with rental cars. Up to $100,000 cover with no deductible. Policies available on a per day, per trip or per year basis. Also works with overseas rentals. Try  Insuremyrentalcar.comnow.

Underwritten by InsureMyTrip

It’s simple. InsureMyTrip finds you the right travel insurance plan, every time. InsureMyTrip is the authority on travel insurance. Rated A+ for travel insurance by the Better Business Bureau. All travelers that purchase a policy through  InsureMyTrip have access to Anytime Advocates® for claims assistance.

Underwritten by Mediacom Communications

The nation’s fifth-largest cable operator, serving the smaller cities and towns in the Midwest and Southern regions of the United States. We are a high-performance broadband, entertainment, and communications company that brings the power of modern technology and quality customer experience to life inside the connected home by combining ultra-fast gigabit speeds with personalized local and over-the-top entertainment choices that fit your lifestyle. Details at  Mediacomcable.com.

Underwritten by SCOTTeVEST

An innovative apparel brand for people who want easy access to everything they need. For those who live for every second, SCOTTeVEST lets you maximize your life. Ditch the carry-on bag and pick up a  SCOTTeVEST.

Underwritten by Virtuoso

The leading global network for luxury and experiential travel. This invitation-only organization comprises over 1,000 travel agency locations with 17,500 advisors in over 45 countries, and holds preferred relationships with 1,700 of the world’s finest travel companies. Virtuoso advisors collaborate with their clients to create personalized itineraries featuring exclusive perks, while also providing advice, access, advocacy, and accountability. For more information, visit  Virtuoso.com.

Underwritten by VisitorsCoverage

As a company that is constantly striving to simplify travel insurance, VisitorsCoverage, is on a mission to help travelers make the better decisions about purchasing travel insurance, quickly. VisitorsCoverage has helped millions of travelers globally to buy the suitable travel insurance and explore the world with confidence. Get insurance for your next trip at  VisitorsCoverage. Lowest Price Guaranteed.

Underwritten by MedjetAssist

Medjet is the premier global air-medical transport, travel security and crisis response membership program for travelers. With a MedjetAssist membership, if you become hospitalized more than 150 miles from home, we will get you from that unfamiliar hospital all the way home to the hospital you trust. All you ever pay is your membership fee. MedjetHorizon members add 24/7 personal security and crisis response benefits. Elliott.org readers enjoy discounted rates. Travel safer with  MedjetAssist.

Underwritten by Southwest Airlines

The mission of Southwest Airlines is dedication to the highest quality of Customer Service delivered with a sense of warmth, friendliness, individual pride, and Company Spirit. We are committed to provide our Employees a stable work environment with equal opportunity for learning and personal growth.

Underwritten by Sungard Availability Services

Leveraging more than 35 years of experience, Sungard AS designs, builds and runs critical IT services that help businesses manage complex IT, adapt quickly and build resiliency and availability. A leading provider of critical production and recovery services, Sungard AS partners with customers across the globe, delivering resilient IT systems, infrastructure and recovery services tailored to achieving desired business outcomes.

Underwritten by TravelInsurance.com

TravelInsurance.com makes it fast and easy to compare and buy travel insurance online from top rated providers. Our unbiased comparison engine allows travelers to read reviews, compare pricing and benefits and buy the right policy with a price guarantee, every time. Compare and buy travel insurance now at  TravelInsurance.com.

Underwritten by Squaremouth

Squaremouth helps travelers easily and instantly compare travel insurance policies from all major providers. Only companies that meet the strict requirements of Squaremouth’s Zero Complaint Guarantee are available on the website. Compare policies on  Squaremouth.com to save over 70 percent on your next purchase.

Underwritten by Travel Leaders Group

Travel Leaders Group is transforming travel through its progressive approach toward each unique travel experience. Travel Leaders Group assists millions of travelers through its leisure, business and network travel operations under a variety of diversified divisions and brands including All Aboard Travel, Andrew Harper Travel, Colletts Travel, Corporate Travel Services, CruCon Cruise Outlet, Cruise Specialists, Nexion, Protravel International, SinglesCruise.com, Travel Leaders Corporate, Travel Leaders Network and Tzell Travel Group, and its merger with ALTOUR. With more than 7,000 agency locations and 52,000 travel advisors, Travel Leaders Group ranks as one of the industry’s largest retail travel agency companies.

Underwritten by Travelers United

If you’ve been mistreated by the airlines, Travelers United is your voice in Washington. Join the #1 travel advocacy organization working with Congress to improve and protect travelers. Plus, get $400 of annual benefits you can use for travel for only $29/year. Add your voice to ours. Make travel better.  Join today.

%d bloggers like this:
This free newsletter will save you from scams.