MILEAGE RUN-AROUND

Having failed to resolve a range of Turkish Airlines frequent flyer issues, I have decided to seek your help. Briefly stated, I joined the TK frequent flyer programme in February and was provided with an electronic version of a membership card and number.

On March 5, I sent an email to arrange for the points earned on other Star Alliance flights to be credited to my membership, as is provided for in their rules. I received no reply. So I wrote again… still no reply.

At this stage I have written close to 20 times. On the rare occasion I have received a reply it has been to ask me to provide proof of travel on the flights referred to and a copy of my passport. By now I have provided all of that information at least four times, both electronically and by sending hard copies of the various documents.

I’ve also been told, several times, that the first time I check in for a Star Alliance flight, I should present the electronic membership card and I will receive a “proper” card in the mail. I have done as requested several times, but still no “proper” card has been received.

When checking in for flights, staff have told me that there is no record of the membership number in the Star Alliance system. I have advised TK of this several times and asked why, given that the number I am trying to use is the one provided by them! In this morning’s message they finally confirmed that the number I have been using is wrong, but have yet to advise me of the correct number.

Enough is enough. Over the past year I have taken more than 50 flights, so I would have thought that an airline would be interested in my business, but I guess I must be wrong. I have formed the opinion that the TK customer service people and top executives are either incompetent or they don’t care about getting business.

For that reason I have decided not to use Turkish Airlines when I fly to Australia next month, even though flying from Sofia, Istanbul would be a more convenient airport than, say, London or Frankfurt. Why consider using an airline that is not interested in my business? Jeffrey Carswell, Copenhagen

TURKISH AIRLINES RESPONDS: Thank you very much for your letter and once again, we thank you for registering with us to become our Miles & Smiles frequent flyer member.

We have shared your case with our customer relations department and understand that the start date of your membership with us was dated February 23, 2017. We received your requests to have your mileage accrued from your Lufthansa and Air Canada flights.

However, we could not fulfil your requests because these mileages have already been credited to another Star Alliance frequent flyer membership account of yours. We do sincerely hope that we are able to serve you again in the near future.