Dear All,

This is to complain from Turkish Airlines.

Please check below correspondence.

We only want them to treat people respectfully.

Best regards,
M. Mehdizadeh in behalf of Dr. Hadi Zomorrodian


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From: "HADI ZOMORRODIAN"
Sent: Wednesday, August 26, 2009 11:27 ?.?
To: [email protected]
Subject: re: ##808792#

Dear Madam/Sir,

''the procedure at airport was normal'' - no it was not.
''every passanger must present their documents at the passport control.'' - presenting docs is not equal to asking Who are you visiting in Canada? What is the purpose of your visit of Canada? Show us your invitation letter or hotel booking in Canada! How will you financially support yourself in Canada?
''The stuff has been warned about the treats but it was told that there is no mistake about the procedure.'' - they did not let me know their identity and hide their badges. They obviously humiliated passengers ( I have 3 more passengers who agree with me and will testify ).
''Due to the International Aviation Rules requires that every passanger has to be checked by the stuff at the passport control.'' - this sentence is acceptable but what in Istanbul airport they did was not normal checking.

Anyway, I have contacted our company solicitor ( who is in Bcc of this email ) and he will follow the issue. I suggest that instead of pretexting, bravely accept the fault and try to change, with all respect, the ridiculous procedure practiced to a standard and logical procedure.

As I am quite busy, for me the case is closed with no satisfactory response and my solicitor will follow the issue in my behalf. All what I wanted was preventing others to feel what I felt. I am sorry that you are dispassionate towards the offense you have caused for people...

Best regards,
Hadi Zomorrodian


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From: [email protected]
Sent: Wednesday, August 26, 2009 10:47 ?.?
To: hadi zomorrodian
Subject: ##808792#

Dear HADI ZOMORRODIAN,

Required determinations have been done and the stuff has been presented their conviction about your complaint. It was told that the procedure at airport was normal and they told that every passanger must present their documents at the passport control. The stuff has been warned about the treats but it was told that there is no mistake about the procedure.
Due to the International Aviation Rules requires that every passanger has to be checked by the stuff at the passport control.
Thank you for choosing Turkish Airlines on your flights.
Kind Regards

Online customer service is now available on our website in order to
convey your compliment, comment and complaint.

www.thy.com


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From: "HADI ZOMORRODIAN"
Sent: Monday, August 24, 2009 02:30 ?.?
To: [email protected]
Subject: YNT: Your Message #793712

Dear Madam/Sir,

I am not satisfied with your response. I will be satisfied if upon my arrival in Istanbul airport on 25th from Toronto the 2 lady officers and the gentleman officer who disrespected me ( and other Iranians ) apologize from me face to face. In my view, this expectation is the minimum that THY can do.

If this don't happen, I reserve the right to seek legal advice and any other relevant channel available to seek remedy. At least this way even if I do not get a result, I feel satisfied because I have done what I could have done...


Best regards,
Hadi Zomorrodian


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From: [email protected]
Sent: Sunday, August 23, 2009 08:26 ?.?
To: Hadi Zomorrodian
Subject: ##793712#

Dear Mr. ZOMORRODIAN,

As we mentioned in our message before, please be informed that your complaint concerning the Gozen Security staff
behaviour has been conveyed to the Gozen Aviation Security Manager in order to prevent such complaints recur. Please
be advised that, the related staff has been warned in order to be more attentive while fulfilling her/his duty in a more
customer-caring & professional way.

We are sorry for the stiuation that led your complaint and hope that we may have the pleasure of welcoming you on one of
our flights in the near future.

Sincerely yours,

Customer Relations Management
TURKISH AIRLINES INC.


Online customer service is now available on our website in order to
convey your compliment, comment and complaint.

www.thy.com


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From: "HADI ZOMORRODIAN"
Sent: Saturday, August 22, 2009 03:37 ?.?
To: [email protected]
Subject: re: YNT: Your Message #793712

Dear Dr. Kotil,

Thank you very much for your email and the courtesy and I do appreciate your attitude very much but as on 13th after what happened I had a very bad time for about 10 hours, I promised myself to do my best to push those officers feel the same inconvenience they caused for me ( and other Iranians ) so I insist on my request.

It may become a new play of ''Venetian Merchant'' but hopefully with a different ending.


Best regards,
Hadi Zomorrodian


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From: [email protected]
Sent: Saturday, August 22, 2009 12:34 ?.?
To: Hadi Zomorrodian
Subject: YNT: Your Message #793712


Dear Dr. Hadi Zomorrodian.


I apologize for the inappropriate procedure you have been subjected to. I will personally look onto to the issue and make sure such problems never occur again.


Best Regard.


Dr. Temel Kotil
CEO
Turkish Airlines Inc.

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Kimden: HADI ZOMORRODIAN
Tarih: 22 Agustos 2009 Cumartesi 05:21
Kime: CUSTOMER(Musteri Iliskileri Md.)
Bilgi: Miles & Smiles; CANDAN KARLITEKIN (Yonetim Kurulu- Yonetim Kurulu Baskani); HAMDI TOPCU (Yonetim Kurulu- Yonetim Kurulu Bsk.Vekili); [email protected]; TemelKotil; [email protected]; CEMAL SANLI (Yonetim Kurulu- Yonetim Kurulu Uyesi); CEMAL SANLI (Yonetim Kurulu Uyesi); MEHMET BUYUKEKSI (Yonetim Kurulu- Yonetim Kurulu Uyesi); MEHMET BUYUKEKSI (Yonetim Kurulu Uyesi); ISMAIL GERCEK (Denetim Kurulu Uyesi); ISMAIL GERCEK (Denetim Kurulu Uyesi); NACI AGBAL (Denetim Kurulu Uyesi); ATES VURAN (Denetim Kurulu Uyesi); ATES VURAN (Denetim Kurulu Uyesi)
Konu: Your Message #793712


Dear Madam/Sir,

1) ''Gozen Aviation Security'' is definitely not employee of Canada Immigration Office. They did what they did in behalf of and by the authority of THY as they claimed and I recorded.
2) ''Security procedure'' itself is not my complaint and I even appreciate security procedure because at least it secures my own ( and others ) safety. My complaint is from unstandard and with no logic procedure, the behavior of officers which were rude and humiliating, insisting on asking personal questions, a very stressful pressure combined with arrogance, not letting me know their identity and finally false advertisement of THY regarding its hospitality.

I am not satisfied with your response. I will be satisfied if upon my arrival in Istanbul airport on 25th from Toronto the 2 lady officers and the gentleman officer who disrespected me ( and other Iranians ) apologize from me face to face. In my view, this expectation is the minimum that THY can do.

I assure you that if you do not satisfy me, I will do what ever I can do to feel the missing satisfaction. As a business owner with many contacts with media, I know how I can let your customers understand the true hospitality of THY comparing to the tempting advertisements.

Your staff have done something wrong and you are responsible for it.


Best regards,
Hadi Zomorrodian


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From: [email protected]
Sent: Friday, August 21, 2009 03:04 ?.?
To: Hadi Zomorrodian
Subject: ##793712#

Dear Mr. ZOMORRODIAN,

We are sorry to learn from your messager dated August 17, 2009, your disappointment about Security Control at Istanbul
Ataturk Airport.

Referring to your message, please be advised that, most of the countries such as England, Usa, Canada and Israel have
strict rules on the application of visa, passport requirements and security controls. For those countries are being carried out
by '' Gozen Aviation Security'' which is a separate Organization on behalf of Turkish Airlines. As you know, the security
procedures are approximately same in all airports and it has to be for passengers' securities.

As you stated in your message, please be informed that your complaint concerning the security staff behaviour has been
conveyed to the Gozen Aviation Security in order to prevent such complaints recur and to warn the related staff to assist
the passengers more properly.

We are sorry for the stiuation that led your complaint and hope that we may have the pleasure of welcoming you on one of
our flights in the near future.

Sincerely yours,

Customer Relations Management
TURKISH AIRLINES INC.

Online customer service is now available on our website in order to
convey your compliment, comment and complaint.

www.thy.com


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From: [email protected]
Sent: Wednesday, August 19, 2009 11:43 ?.?
To: Hadi Zomorrodian
Subject: Your Message #793712

Dear HADI ZOMORRODIAN,
Referring to your file number 793712 please kindly be advised that your case is still under investigation and we will contact you in due time.

Thank you for your understanding.

Online customer service is now available on our website in order to
convey your compliment, comment and complaint.

www.thy.com

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From: "HADI ZOMORRODIAN"
Sent: Monday, August 17, 2009 04:35 ?.?
To: [email protected]
Cc: [email protected], [email protected], [email protected], [email protected], [email protected], [email protected], [email protected], [email protected], [email protected], [email protected], [email protected], [email protected], [email protected], [email protected], [email protected]
Subject: Formal Complaint


Dr. Hadi Zomorrodian

No.21, 5th Dashtestan, Passdaran, Tehran, 19478, Iran

Tel: 98 21 22009040-1

Fax: 98 21 22647890

Mobile: 98 912 3145555


17 / 8 / 2009


[email protected]

[email protected]


To the customer relations manager,

Turkish Airlines,


Madam/Sir,


I would like to formally lodge a complaint regarding the behavior of THY security staff towards me in Istanbul airport on 13/8/2009.


I had a return IKA-IST-YYZ ticket. Reservation reference was 2ZLUM6 and ticket number was 3 235 4410057673 5. Upon arrival in Istanbul airport on 13th at around 9:15 AM after completion of TK1277, I was asked to go in a long cue for additional security checks. There I waited for more than 45 minutes.


It could be considered OK if the whole procedure had logic, the behavior of officers was polite and respectful and it would take maximum15 minutes but there was no logic, the behavior was rude and humiliating, they insisted on asking personal questions, it was a stressful pressure, they even did not let me know their identity and took more than 45 minutes.


The lady officer ( who did not let me know his name due to security reasons!?! ) asked me some questions which I considered ( and still consider ) not being her business as an airline employee rather than Canadian Immigration Office employee. When I questioned why she asks some personal stuff she replied we have to check both your passport and visa not to be fakes! I told her, logically there are 2 possibilities to check: 1) you have a common network with Iranian Passport Issuer Authority and Canadian Embassy/Immigration Office or 2) you just check based on the physical characteristics of the passport and visa and scan them for your further use/reference.


There has been no computer and we could see the officer ridiculously checking the passport and visa by trying to inspect all the written things in them line by line!?! Then after this practice, she left her counter to another counter where other officers were chatting and laughing while double checking the authenticity of my documents more delicately!?!


I told her that what they are doing is not a standard procedure and I asked to meet her manager. She forwarded me to another lady who also did not let me see her badge to write down her name and offensively told me if you want to flight, this is it!?! When I asked her to meet her manager who discloses his/her identity a young officer came and said I am the big big boss in THY and my answer to you is that this is the way we want it to be and you go and do whatever you can.


I told them ( and am telling you ) that for any not-standard procedure you have to prior to purchase of the ticket let customers know and during having it done have to be polite and respectful. I told them that I prefer to cancel my ticket rather than being treated that way and they said you can not as you have to pass this security control first to be able to proceed forward!?!


As a frequent traveler and a privilege club member of Qatar Airways, Lufthansa and Emirates, I express my deepest deepest sorrow from this treatment and I hold THY responsible for the whole story. I have been fooled by your false tempting advertisements.


I hereby seriously ask for compensation for the inconvenience caused by THY. If I do not receive a satisfactory response within 7 working days, I reserve the right to seek legal advice and any other relevant channel available to seek remedy e.g. through IATA, skytrax, BBC, CNN, Euronews, Bloomberg, Turkish Embassy in Iran, Iranian Foreign Ministry and Iranian Police.


Regards,

Hadi Zomorrodian