My recent experiences with Turkish Airlines, both in Economy and Business class, painted a starkly different picture than the one portrayed by the airline’s numerous prestigious awards. While the online booking process was smooth, the journey itself was riddled with inconsistencies and disappointments, leaving me questioning the true value of their product and the validity of the accolades they’ve received.
Background
In February 2025, I traveled from Eastern Europe to California via Turkish Airlines’ main hub at Istanbul Airport. The journey consisted of nearly a 14-hour transcontinental flight in economy class prior to which I took a short one-hour connecting flight. Previously, in September 2023, I traveled on the same route but in business class.
My personal experience with Turkish Airlines revealed significant discrepancies between the airline’s prestigious awards and the reality of its service quality, as confirmed by customer ratings on Skytrax (4 out of 10) and TripAdvisor (3.5 out of 5).
Travel Experience: Economy Class (February 2025)
Boarding Process
Turkish Airlines implements a two-group boarding system:
- Rear cabin seats board first.
- Front cabin seats board second, with business class boarding separately as a priority.
However, the enforcement of this policy was lax. Some impatient passengers from the second group infiltrated the first boarding group, and gate agents did not intervene. This lack of discipline in the boarding process reflects poor management and inadequate staff training.
Service & Crew
Following the initial meal service, the cabin lights dimmed, and the flight attendants seemed to vanish. Passengers needing anything – from a simple glass of water to more substantial assistance – were left with little choice to push the call button, or to make the trek to the back of the plane, where the crew congregated, often appearing more interested in their own conversations than attending to passenger needs. This lack of proactive service persisted for the majority of the flight, with the crew only reappearing roughly two hours before landing to distribute a second meal.
Even the distribution of water bottles felt haphazard, with flight attendants walking through the aisles handing out bottles still encased in their plastic packaging, rather than using a cart for a more organized and hygienic service.
Seat Comfort & Cleanliness
The long-haul aircraft (Boeing 787-9 Dreamliner) had poorly designed seat pockets. They were too small to hold basic items like an e-reader or even a small bottle of water.
The bottom of the seat pockets was attached with Velcro, which detached easily, causing items to fall onto the floor.
Hygiene Concerns
The biggest concern was the unhygienic beverage service. Flight attendants wore disposable gloves while collecting trash and then used the same gloves to serve drinks from the same trolley where the trash was stored. This is a clear violation of hygiene standards. The proper way would have been to collect trash with one trolley and come with a different one to after beverage service afterwards.
Food & Beverages
On my outbound flight, the meal choice included fish, causing the entire cabin to be filled with an unpleasant smell. The return flight had an appetizer with an overpowering raw garlic smell.
Beverages were served in small approximately 150 ml (5.07 oz) cups, only half-filled. Many passengers, including myself, had to ask for double portions just to have a reasonable amount to drink.
Passenger Behavior & Lack of Enforcement
Some passengers moved to empty rows immediately after boarding without permission, and flight attendants did nothing to stop them.
It should be noted that it is generally considered not acceptable to change your seat on an airplane without permission from the airline or a flight attendant; you should always check in with them before switching seats, as your assigned seat is the one you are supposed to occupy according to your ticket.
Travel Experience: Business Class (September 2023)
My Business class experience, while slightly better than Economy, still fell short of expectations. The on-board service was adequate but lacked any real warmth or enthusiasm. The flight attendants seemed indifferent, rarely smiling and often communicating across rows of passengers rather than engaging with each other directly.
The most significant issue in Business class stemmed from a long overnight layover in Istanbul. Despite the airline’s policy stating that Business class passengers with layovers exceeding nine hours are entitled to complimentary hotel accommodations, I was denied this service.
Upon arrival at the Istanbul airport around midnight, I was informed by the concierge at the business lounge that no rooms were available. I was forced to find and pay for my own accommodation, incurring an unexpected expense of $350.
Subsequent attempts to obtain a refund from Turkish Airlines customer service were unsuccessful. My requests, supported by the airline’s own policy, were repeatedly denied on the grounds that I hadn’t registered at ” the hotel desk” at the airport.
This requirement was never communicated to me by any airline staff, either at check-in, during the flight, or at the business lounge. The airline’s website only vaguely mentions the “hotel desk” without providing any details on its location or the registration process. My argument that the airline’s failure to inform me of this procedure constituted a breach of their policy fell on deaf ears.
Awards vs. Reality
The contrast between my experiences and the numerous awards Turkish Airlines has received is striking. The airline boasts accolades for “Best Airline in Europe,” “Best Business Class Catering,” “Best Inflight Entertainment,” and various other categories. However, my flights revealed significant shortcomings in several of these areas.
While the in-flight entertainment system was indeed adequate, the overall passenger experience, particularly in Economy class, was far from award-winning. The chaotic boarding process, the inconsistent service, the hygiene concerns, among other issues all detracted significantly from the flight service expectations.
The Business class experience, while better than Economy, also had its flaws. The lack of proactive service, the indifferent attitude of the flight attendants, and the denial of promised hotel accommodations due to a lack of clear communication regarding the “hotel desk” procedure, all undermined the value of the Business class product.
Root Causes
While I encountered many individual staff members who were clearly trying their best, the systemic issues I experienced suggest deeper problems within the airline’s management and culture.
The lack of clear communication, the inconsistent service standards, and the apparent disregard for passenger concerns point to a disconnect between the airline’s stated goals and the reality on the ground.
It’s possible that the airline’s focus on accumulating awards has overshadowed the need to address fundamental issues related to customer service and operational efficiency.
The emphasis on external recognition may have led to a neglect of internal processes and a failure to adequately train and empower staff to deliver a consistently high-quality passenger experience.
Furthermore, the airline’s customer service department appears to be more focused on defending the company’s position than on resolving passenger complaints.
My experience with the hotel accommodation refund request demonstrated a lack of empathy and a willingness to hide behind technicalities rather than taking responsibility for the airline’s own communication failures.
In Conclusion
My experiences with Turkish Airlines have left me with serious reservations about the airline’s claims of excellence. While the airline has undoubtedly achieved some successes, the inconsistencies and shortcomings I encountered suggest that there’s a significant gap between the airline’s public image and the reality of the passenger experience.
Future travelers should carefully consider these factors before booking with Turkish Airlines and weigh the potential benefits against the risks of encountering similar issues.
Reviewing customer ratings on Skytrax and TripAdvisor would help pain a better picture of the airline then its numerous awards. It’s crucial to remember that awards, while impressive, don’t always tell the whole story. Personal experiences and reviews from other passengers can provide a more balanced and nuanced perspective.
On another note… Turkish Airlines’ often competitive pricing is a major draw for many travelers. It definitely factors into the “is it worth it?” equation.
For budget-conscious travelers, Turkish Airlines’ fares can be undeniably attractive. However, my experiences suggest that the lower price point often comes at a cost.
Whether or not the savings are worth these trade-offs is a personal decision. But potential passengers should be aware of the potential pitfalls and weigh them carefully against the allure of a cheaper ticket. This is what I’d keep in mind next time I look into booking a Turkish airlines’s flight again.
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