Turkish Airlines Fined $300K for Slow Customer Complaint Response Times
The U.S. Department of Transportation has fined Turkish Airlines $300,000 in civil penalties because it failed to respond to customer complaints in a timely manner. When the airline did respond, it didn't adequately address the customers' complaints.
The airline has been failing to provide appropriate responses to complaints, including those that were disability-related, since August 2011. These complaints were either made with the DOT's Aviation Consumer Protection Division and forwarded to the airline or made to the airline directly.
In the latter case, Turkish Airlines did not assure the department that it provided substantive responses to these complaints.
Airlines must acknowledge that a complaint was received within 30 days and provide a response to the complainant within 60 days. Disability complaints in relation to the Air Carrier Access Act must be responded to within 30 days.
The full consent order is available online at https://www.regulations.gov, docket DOT-OST-2014-0001.