New THY Call Centre in India
Aug 29, 2016, 4:10 pm
#46
Join Date: Nov 2013
Location: London/Norwich
Programs: Lost all status due to flying less to tackle the climate emergency
Posts: 132
Just got off the phone from the Turkish call centre in India and thought I'd post my positive experience.
The number on the back of the elite plus card seems to go directly through to a person in turkish call centre now, rather than the automated 'vetting' process before. This posed a bit of a problem as I don't speak turkish and she didn't seem to speak english, but I was quickly transferred to the english speaking centre in india.
The very well spoken chap there helped me sort my seats out in less than a minute and asked if he could help with anything else. This is a great improvement from the 30 mins I have spent on the phone in days gone by trying to sort similar things out.
The line was also crystal clear, even though I was on skype at my end. My connection hasn't changed so not sure if the new centre makes a difference there at all. It was a relief to not spend ages phonetically going through my booking code!
The number on the back of the elite plus card seems to go directly through to a person in turkish call centre now, rather than the automated 'vetting' process before. This posed a bit of a problem as I don't speak turkish and she didn't seem to speak english, but I was quickly transferred to the english speaking centre in india.
The very well spoken chap there helped me sort my seats out in less than a minute and asked if he could help with anything else. This is a great improvement from the 30 mins I have spent on the phone in days gone by trying to sort similar things out.
The line was also crystal clear, even though I was on skype at my end. My connection hasn't changed so not sure if the new centre makes a difference there at all. It was a relief to not spend ages phonetically going through my booking code!
Mar 26, 2017, 10:40 am
#47
Join Date: Nov 1999
Location: MEX/YVR/YYF
Programs: AS MVP/AC75K/AM Gold/UA*S/SPG-Marriott Lifetime Titanium/Accor-FPC Gold/HHDiamond/Hyatt Exp
Posts: 5,035
Another datapoint.
This time it was the Turkish supervisor line in Istanbul that solved the minor issue that the Indian call centre was unable to process.
Indian call centre claimed 50EUR change fee due for a change PLUS 38EUR for a ticketing service fee as the change had to be paid in person at the near TK ticket office. RYFKM.
After HUCA twice, I got 'Sonny' who I asked directly as to where this mystery 38EUR fee came from as its not mentioned anywhere in my ticket fare rules nor on THY.com. Crickets. I finally got him to transfer me to the customer service line and she was a bit robotic but was able to process the 50EUR payment over the IVR and no further fee was required.
So...TK customer service continues to struggle and no thanks to the outsourced India call centre.
This time it was the Turkish supervisor line in Istanbul that solved the minor issue that the Indian call centre was unable to process.
Indian call centre claimed 50EUR change fee due for a change PLUS 38EUR for a ticketing service fee as the change had to be paid in person at the near TK ticket office. RYFKM.
After HUCA twice, I got 'Sonny' who I asked directly as to where this mystery 38EUR fee came from as its not mentioned anywhere in my ticket fare rules nor on THY.com. Crickets. I finally got him to transfer me to the customer service line and she was a bit robotic but was able to process the 50EUR payment over the IVR and no further fee was required.
So...TK customer service continues to struggle and no thanks to the outsourced India call centre.
Mar 26, 2017, 12:59 pm
#48
Join Date: Jan 2003
Location: HEL
Programs: *G, used to be with TK but left due to their corruption and political ties
Posts: 4,406
Another datapoint.
This time it was the Turkish supervisor line in Istanbul that solved the minor issue that the Indian call centre was unable to process.
Indian call centre claimed 50EUR change fee due for a change PLUS 38EUR for a ticketing service fee as the change had to be paid in person at the near TK ticket office. RYFKM.
After HUCA twice, I got 'Sonny' who I asked directly as to where this mystery 38EUR fee came from as its not mentioned anywhere in my ticket fare rules nor on THY.com. Crickets. I finally got him to transfer me to the customer service line and she was a bit robotic but was able to process the 50EUR payment over the IVR and no further fee was required.
So...TK customer service continues to struggle and no thanks to the outsourced India call centre.
This time it was the Turkish supervisor line in Istanbul that solved the minor issue that the Indian call centre was unable to process.
Indian call centre claimed 50EUR change fee due for a change PLUS 38EUR for a ticketing service fee as the change had to be paid in person at the near TK ticket office. RYFKM.
After HUCA twice, I got 'Sonny' who I asked directly as to where this mystery 38EUR fee came from as its not mentioned anywhere in my ticket fare rules nor on THY.com. Crickets. I finally got him to transfer me to the customer service line and she was a bit robotic but was able to process the 50EUR payment over the IVR and no further fee was required.
So...TK customer service continues to struggle and no thanks to the outsourced India call centre.
Afterwards I actually managed to find a mention of this fee on their homepage somewhere.
Mar 28, 2017, 9:52 am
#49
Moderator, Turkish Airlines Miles&Smiles & Accor ALL
Join Date: Apr 2009
Location: BRU
Programs: TK*G, Accor ALL Platinum
Posts: 7,589
The incompetence of the call centre staff is just staggering. I tried to upgrade a return ticket with miles. First they all tell me that I cannot overdraw my account which is wrong (Elite and Elite+ can, up to 10k). Then after conferring with an supervisor they tell me they can do it (surprise). Then the system shows an error but deducts 45000 miles without upgrading anything. Then I finally get a competent woman who knows what she is doing and recalls the miles but as this takes 2 hours I had to wait. The next guy once again did not know what he was doing and we are back to square one with 45000 miles gone AGAIN (needless to say he was lying again, that this cannot be done) but no upgrade. Tells me that the sales office will need to help.
Off I drive to the airport and of course they need to recall the miles first. so here I am: 2 days, 5 calls, 4 agents, 2 liars, 1 competent woman and one trip to the airport and nothing has been achieved so far.
The worst part is that they claim they know what the rules are and insist they are right when they are not.
Off I drive to the airport and of course they need to recall the miles first. so here I am: 2 days, 5 calls, 4 agents, 2 liars, 1 competent woman and one trip to the airport and nothing has been achieved so far.
The worst part is that they claim they know what the rules are and insist they are right when they are not.
Mar 28, 2017, 10:11 am
#50
Join Date: Jan 2010
Posts: 926
The incompetence of the call centre staff is just staggering. I tried to upgrade a return ticket with miles. First they all tell me that I cannot overdraw my account which is wrong (Elite and Elite+ can, up to 10k). Then after conferring with an supervisor they tell me they can do it (surprise). Then the system shows an error but deducts 45000 miles without upgrading anything. Then I finally get a competent woman who knows what she is doing and recalls the miles but as this takes 2 hours I had to wait. The next guy once again did not know what he was doing and we are back to square one with 45000 miles gone AGAIN (needless to say he was lying again, that this cannot be done) but no upgrade. Tells me that the sales office will need to help.
Off I drive to the airport and of course they need to recall the miles first. so here I am: 2 days, 5 calls, 4 agents, 2 liars, 1 competent woman and one trip to the airport and nothing has been achieved so far.
The worst part is that they claim they know what the rules are and insist they are right when they are not.
Off I drive to the airport and of course they need to recall the miles first. so here I am: 2 days, 5 calls, 4 agents, 2 liars, 1 competent woman and one trip to the airport and nothing has been achieved so far.
The worst part is that they claim they know what the rules are and insist they are right when they are not.
The call center experience for Turkish speakers is slightly better. The fact that the website is useless for the simplest of tasks like mileage upgrades makes matters worse.
Mar 28, 2017, 11:10 am
#53
Moderator, Turkish Airlines Miles&Smiles & Accor ALL
Join Date: Apr 2009
Location: BRU
Programs: TK*G, Accor ALL Platinum
Posts: 7,589
Well this is a first, an hour after I posted the above also on Twitter, a Turkish Airlines rep phones me (and in perfect English I might add) and apologises. Miles are back. Kudos for that. Let's hope the sales office can do its magic now.
Mar 28, 2017, 11:13 am
#54
Join Date: Jan 2010
Posts: 926
That would get their attention
Mar 28, 2017, 12:03 pm
#55
Moderator, Turkish Airlines Miles&Smiles & Accor ALL
Join Date: Apr 2009
Location: BRU
Programs: TK*G, Accor ALL Platinum
Posts: 7,589
Apr 2, 2017, 10:21 am
#56
Moderator, Turkish Airlines Miles&Smiles & Accor ALL
Join Date: Apr 2009
Location: BRU
Programs: TK*G, Accor ALL Platinum
Posts: 7,589
The incompetence of the call centre staff is just staggering. I tried to upgrade a return ticket with miles. First they all tell me that I cannot overdraw my account which is wrong (Elite and Elite+ can, up to 10k). Then after conferring with an supervisor they tell me they can do it (surprise). Then the system shows an error but deducts 45000 miles without upgrading anything. Then I finally get a competent woman who knows what she is doing and recalls the miles but as this takes 2 hours I had to wait. The next guy once again did not know what he was doing and we are back to square one with 45000 miles gone AGAIN (needless to say he was lying again, that this cannot be done) but no upgrade. Tells me that the sales office will need to help.
Off I drive to the airport and of course they need to recall the miles first. so here I am: 2 days, 5 calls, 4 agents, 2 liars, 1 competent woman and one trip to the airport and nothing has been achieved so far.
The worst part is that they claim they know what the rules are and insist they are right when they are not.
Off I drive to the airport and of course they need to recall the miles first. so here I am: 2 days, 5 calls, 4 agents, 2 liars, 1 competent woman and one trip to the airport and nothing has been achieved so far.
The worst part is that they claim they know what the rules are and insist they are right when they are not.
Apr 4, 2017, 3:06 am
#57
Join Date: Nov 1999
Location: MEX/YVR/YYF
Programs: AS MVP/AC75K/AM Gold/UA*S/SPG-Marriott Lifetime Titanium/Accor-FPC Gold/HHDiamond/Hyatt Exp
Posts: 5,035
Merhaba PW,
We checked the records of the phone call you made to our call center on March 26, 2017.
In consequence of our investigation, we regrettably found out that our workmate has given incorrect information on the ticket change rule, according to the records of the said call.
Although we try to enhance our development each day to give you fast service of high quality, we apologize for this trouble you had.
We apologize for the trouble and loss of time we caused to you; in the hope that you would prefer us for your next travel as well, please accept our best regards.
(name withheld)
Turkish Airlines Inc.
Customer Communication Center
First thought? This is progress when it comes to TK.
Second thought? No compensation for my time lost dealing with India.
We checked the records of the phone call you made to our call center on March 26, 2017.
In consequence of our investigation, we regrettably found out that our workmate has given incorrect information on the ticket change rule, according to the records of the said call.
Although we try to enhance our development each day to give you fast service of high quality, we apologize for this trouble you had.
We apologize for the trouble and loss of time we caused to you; in the hope that you would prefer us for your next travel as well, please accept our best regards.
(name withheld)
Turkish Airlines Inc.
Customer Communication Center
First thought? This is progress when it comes to TK.
Second thought? No compensation for my time lost dealing with India.
Aug 20, 2017, 1:39 am
#58
Original Poster
Join Date: Dec 2013
Location: Cyprus
Programs: LH SEN, A3*G, TK*G E+, ALL/Accor Plat
Posts: 644
On my last two calls to TK, I was transferred to a new Eastern European call centre. The agent would not tell me where it is based. Does anyone know? Also, has anyone been redirected to the Indian call centre in the past few days or is it now closed? My experience with the new Eastern European call centre was not entirely satisfactory - they twice refused to make a M&S international booking ECN-IST on the grounds that it is domestic and must be handled in Turkey (despite wanting to charge Turkey-Europe 1 redemption mileage).
