Business Traveller (Asia-Pacific) - - INBOX -

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.

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