Originally Posted by IAN-UK

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.