Business Traveller (Asia-Pacific) - - CONTENTS -

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As busi­ness class pas­sen­gers our ex­pe­ri­ence with Turk­ish Air­lines was far from sat­is­fac­tory on our re­turn flight from Lon­don to Hong Kong on Oc­to­ber 13, 2016.

We spent the last leg of our jour­ney to Hong Kong in cloth­ing that was soak­ing wet, be­cause at Is­tan­bul there was no con­nect­ing air cor­ri­dor to the plane and we had to travel by bus onto the air­port apron in the pour­ing rain.

On ar­rival at the plane there was no mem­ber of staff with an um­brella to help us reach the air­craft, no pro­tec­tive canopy over the stair­case it­self and, when we fi­nally reached the top of the steps, we had to wait as the rain cas­caded from the body of the plane onto us be­cause a bot­tle­neck had formed within the air­craft.

When we sat down in our busi­ness class seats we were ab­so­lutely sat­u­rated. No one came to of­fer us a towel, com­mis­er­a­tions or an apol­ogy. We then en­dured an 11-hour flight in con­sid­er­able dis­com­fort.

Our on­line com­plaint went unan­swered. Our sub­se­quent postal com­plaint was ad­dressed, and ex­pressed great sor­row for our ex­pe­ri­ence about the lack of an air cor­ri­dor. How­ever, our ma­jor con­cerns about the air­line’s lack of pro­vi­sion for wet weather and the lack of train­ing of the crew once we boarded were both ig­nored and no in­di­ca­tion was of­fered that any steps would be taken to ad­dress the wholly in­ad­e­quate staff train­ing. We would sug­gest that the air­crew should be made fully aware of their re­spon­si­bil­i­ties in such sit­u­a­tions. Moyreen Til­brook, Hong Kong


First of all, we apol­o­gise about the un­pleas­ant ex­pe­ri­ence Mrs Til­brook had with us on the flight from Lon­don to Hong Kong dated Oc­to­ber 13, 2016. We have shared, in par­tic­u­lar, the con­cerns raised about the pro­vi­sion for con­tin­gent ser­vices re­gard­ing the weather-re­lated con­di­tions and our cabin crew ser­vice on­board with our Cus­tomer Ser­vice de­part­ment. We will fur­ther re­view and fol­low up on this feed­back so that sim­i­lar cases will not oc­cur again in fu­ture. Turk­ish Air­lines strives to of­fer a high qual­ity of ser­vice and fly­ing ex­pe­ri­ence to our pas­sen­gers, and we will take this case se­ri­ously for ser­vice re­view. Once again, we are very sorry about the in­con­ve­nience this may have caused. We do sin­cerely hope that we will serve Mrs Til­brook again in the near fu­ture.

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