Hi everyone, I am Star Alliance Gold and 1K on United. I was based in Belgrade earlier in the year, and wanted to go back for Christmas. Bought a ticket on Turkish Airways from Jakarta, about one months ago -- fully refundable. Something bizarre happened last week when I tried to request a seat assignment -- the computer apparently cancelled my outbound flight entirely. Apparently my "ticket' is still in the system, but my "reservation" is not. Or else vice-versa -- it made no sense to me. I tried to get customer service to help, but they insisted I had to fill out the feedback form. It's now been 4 days, and still not a peep out of Turkish Airlines. Is this normal? Should I just cancel the trip altogether and start over? Or even go nuclear and stop payment on my credit card? I have never before dealt with an airline in which customer service people seem unable to do basic things -- like sort out what when wrong with a reservation. They are all quite nice on the phone, but seem utterly powerless to do anything. Is there a secret number you can call where you can actually talk with someone who can help you?

Wait for TK to respond to your feedback. As it is not urgent and you seem to have no status with TK you should expect a reply to within 8-10 days.

Otherwise contact your local TK ticket office for assistance, presumably in Jakarta. Should be able to fix this quickly.

The TK Jakarta ticket office is normally efficient, competent and they respond quickly also to emails ([email protected] or [email protected]; +62 21 5795 7666 from 9 am to 6 pm) while I try I avoid the global customer service line at all costs. I mean this supposed you bought your ticket directly with TK website or app otherwise you have to contact your travel agent. Do not just rely on the information from TK website as it is notoriously buggy and erratic as happens after a short flight reschedule of few minutes you may not be able to do anything to your booking.

+1 on going to the local office vs relying on the call Center agents.

Like you said they can only do basic tasks

Thanks so much! I did buy the ticket directly from the website. Tomorrow during business hours I will try to call the Jakarta office. It's now been 6 days, and nothing from the "feedback" people.

YOU WERE RIGHT!! They fixed it right away. Thank you so much -- I am so very grateful to you for your help.

They fixed it! In about 5 minutes. Thank you SO much for this suggestion. It would never have occurred to me to do this.

The Jakarta office fixed it in about 5 minutes! I am so grateful. This was very stressful -- I wasn't sure if I even still had a ticket. Thanks for the suggstion!

Good.
Always contact the local TK ticket office for assistance (we should have a sticky thread with this headline in this forum)

Borrowing the thread. I just filled in the feedback form but on clicking Submit, I received no case number ("feedback registration number") or any other confirmation that the feedback went through, although also no denial that it did not. The site just went back to the mode where I can alter the text again but it does not show any errors such as "this field is mandatory" etc.

Did it go through? Where can I find the feedback registration number? Shouldn't I receive an email confirmation?

Okay, here's the deal. The field saying PNR or ticket number apparently only works with the ticket number. I now managed to send the form and received a confirmation both by email and SMS that they received it.