I am writing this following a deeply frustrating experience with Turkish Airlines live chat support on 1 March 2026 regarding my Abuja–Istanbul–Dubai booking.
Given the widely reported Middle East disruption and Turkish Airlines’ own published waiver covering UAE flights (for tickets issued on or before 28 February), I contacted support to clarify my options.
The agent, Emrullah, provided information that was inconsistent, inaccurate, and at times dismissive.
Despite clear communications on the Turkish Airlines website referencing cancellations and flexible policies for affected UAE routes, I was repeatedly told my flight status was “green” and operating as normal.
When I attempted to change my destination to Birmingham — due to the force majeure disruption affecting Dubai — I was told that free changes only applied to the same route and that I would need to pay over £700 to change destination. This contradicts the spirit and purpose of disruption waivers.
The most concerning part was the misinformation regarding ticket eligibility. Emrullah stated my ticket was purchased after 28 February and therefore ineligible for the waiver. This was factually incorrect. My ticket was issued in January — information that should be clearly visible in the system without requiring the passenger to defend basic booking facts.
When I pointed out the discrepancy between the website communication and what I was being told in chat — including sending screenshots from Turkish Airlines’ own website — the response was evasive. Eventually, the conversation was abruptly ended with:
“We are unable to provide any other support… I need to end this conversation.”
In a crisis situation, passengers expect clarity, competence, and accurate policy interpretation. Instead, I experienced contradictory information, incorrect eligibility assessments, and dismissive communication.
This is not about inconvenience disruption happens. It is about professionalism and consistency during disruption.
Turkish Airlines can and should do better.
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