Your letters and online posts
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
TURKISH AIRLINES RESPONDS:
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.