Dear FlyerTalk colleagues,

This post started out as a furious rant when I thought I would not be able to book an award ticket for my companion. But now it is just a detailed experience (and warning) about dealing with Turkish Airlines Miles and Smiles program (and call centers in general).

Chalk this one up to the most shocking variation in responses I've ever received from different call center agents. On my first call I was told via phone, that the Miles and Smiles program prohibits booking for ANYONE other than the account holder for the first redemption using Miles and Smiles.

I've been traveling for decades and am a pretty savvy miles and points guy. I'm going to a wedding in Turkey in September with my family and we want to fly business. Through my extensive research, I determined booking through Turkish Airlines with the Miles and Smiles program would be the best option. So I confirmed availability, transferred lots of Capital One points to my newly opened Turkish Airlines account and went online to book the flights. I tried to indicate that I was booking two flights in the search tool and received the message that has been discussed in another thread that states, "You can issue the first ticket only to your name in order to verify your membership."

So fine, I went ahead and issued the first ticket in my own name. But then I went back and the same message was appearing and I was not able to advance in purchasing the second ticket for my child. So I called customer service at 800-874-8875. Luckily I got an agent who spoke very good English right away. I gave her the confirmation code for my flight and told her I wanted to book the identical itinerary for my child. She said that as a new member, I may only book my first award for myself, then take the flight, and when I get home, I can book additional flights for other people. What?

I asked the question over and over to confirm that what "Naman" the agent was telling me, but she reiterated it multiple times. She was very clear. I explained that I am going to Turkey with my child and I can't leave them at home. She said that she understood, but that I would have to purchase the additional ticket with a credit card. She said alternatively, I could file a complaint online using the feedback tool. Then after I get a complaint number, I can follow up with them and see if they can help me out. I was in disbelief, but again, the agent was VERY clear about what I was asking for and what she was telling me. I know how I felt at this point, but I can't imagine how someone less experienced with call centers would have felt.

Knowing that "it's all about who answers the call" at call centers, I called back customer service and just asked them to please help me book a Miles and Smiles ticket right off of the bat. The agent seemed to be helpful, took the flight details and name of my child, but after half an hour, we were halfway through the booking and the call was dropped. I had given them my cell phone number by then, but they didn't call me back. So I started all over again with a new agent.

On my third call with customer service, agent "Sevba" started off the bat with my Miles and Smiles account number and pulled me right up. She (relatively) quickly started booking the flight and apologized for the "technical glitches" of the website. They're not really glitches though. It simply doesn't even allow you to advance if you choose to book a flight for a minor (independently or in addition to an adult). She said I wouldn't have to pay additional taxes if I booked online, but I told her that just didn't seem like an option at this time. She transferred me to the "paybot" where I entered in my credit card details to complete the payment and then it sounded as though it had transferred me back and then the call was dropped again (after another 30 minutes).

I called the call center for the fourth time and received an automated message that there was an estimated waiting time of two minutes. Ten minutes into the call, Ahmit(?) answered and asked for my Miles & Smiles number. He put me on hold. After a minute or so a message was played asking me if I liked my service and press 1 for yes or 2 for no. Then it hung up.

I called the call center for the fifth time (keep in mind, each call requires over three minutes of listening to repeated prompts, typing in my Miles and Smiles number, and entering various touch tones) and received a message that the call center was so busy that they could not take my call at this time.

So I called right back (#6) and received an automated message that there was an estimated waiting time of three minutes. Seven minutes into the call "Natik" answered and I explained that I was talking to Sevba and needed to speak with her to complete the transaction. He said, "Yes, she is here and she will pick up your call if you call back." I honestly think this guy was lying. I asked if he could transfer me and he said no, but I should call back and she will pick up. I explained that I was already waiting seven minutes before he answered and he just hung up. I received the same automated message asking me if I liked the quality of service I received. I pressed 2 for No. I hung up and called back again.

For call #7, Ima answered. I asked if she knew Sevba and she said no, it is a large call center and I must continue with her if I want to. Of course I said yes. Ima asked for the passenger's name and she was able to pull up and email me a copy of the reservation for my child so I could review and verify it for accuracy (and get the Confirmation Code). Then she said she was going to send me to the paybot again. I entered the payment information into the paybot and luckily it worked and Ima picked back up immediately. She said that then she was going to transfer me to another bot where I must enter in my pin code for my Miles and Smiles account. Luckily that happened flawlessly as well. she was able to complete the transaction and I now have my tickets.

Two and a half hours later.