Originally Posted by
rivlinm
The local ticket office was closed by the time boarding was denied as it went up to departure. I spoke to the IST ticket office and they refused to help.
I get responses from TK feedback within 24 hours, but they refuse to answer my concern. Basically just saying thanks for your feedback, we consider this case closed.
I am (un)happily willing to pay the $150 no-show fee to get the refund, but they don't even let me do that. The website before and after the departure just errors out.
It's a bit of a mess. SK AAR is giving you tough love, but he's right: although the authority emitting the travel document screwed up, it was a lack of vigilance in detecting and correcting the error that allowed the situation to develop into a no-show. These things happen, and I'm not being smug: have no doubt I'd be in the same position
My contribution is to advise ditching the business of you being able to get the document problem solved while your wife was between EWR and IST. It's an irrelevance, and rather fogs things up for the customer service crew. And Lord knows, TK's customer service fogs up easily. Just ask for a refund. $150 stings, but it doesn't seem too bad - the big problem will be finding award seats.