A Survey on e-Complaints: The Case of Turkish Airlines

Year 2019, Volume: 1 Issue: 1, 15 - 21, 29.09.2019

Sema Battal Erkan Kayalı , Ümit Soner Ural Duygu Yetgin

Abstract

Handling of complaints in airline companies that take
customer satisfaction into consideration has a significant impact on customer
retention. Customer complaints provide great opportunities for detecting and
eliminating weaknesses, and for preventing similar problems. Thus, the airline
companies should pay attention to customer complaints in order to improve
themselves, increase their profits, and to provide continuity. Within this
context, the online complaints made between February 2018 and February 2019
regarding Turkish Airlines in the most-visited customer complaint website in
Turkey, ‘www.sikayetvar.com’, were reviewed in this study, and it was aimed to
determine the most common subjects of complaint. The complaints were evaluated
through one of the qualitative research methods, content analysis. The
complaints were categorized, and the most common subjects of customer
complaints were determined. This study aims at showing the types of weaknesses
in services offered by Turkish Airlines Company. The most common subjects of
complaint were found to be damaged and lost luggage, Turkish Airlines loyalty
card; Miles and Smiles card, delays, and ticket refunds. At the end of this
study, suggestions were made for Turkish Airlines and the literature. 

Keywords

Turkish Airlines, complaint, customer satisfaction, Turkey

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