Turkish Airlines wont pay compensation – partner was paid

[goodie106]

Hi My Partner and I travelled on a Turkish Airlines flight to Singapore with a stop over in Istanbul in September where we were delayed by 4.5 hours on our stopover. Turkish Airlines approved my husbands claim inside 2 weeks but for some reason declined mine as they said the flight was delayed due to them needing a replacement aircraft which was damaged in the air. I went back and said how can you pay my husband and not me and got the below reply.

We’re sorry that we were unable to reply to you in a timely manner.

We have reviewed your previous feedback at your request. In our controls, we have determined that the processes and evaluation process for your past feedback comply with all rules and practices.

As you were informed earlier, your TK54 Istanbul/Singapore flight dated 28th of September, 2022, was delayed 4 hours 24 minutes due to change of aircraft due to damage in the air, which is beyond our control.

Because your departure point is in a European Union member country, the rules set out in European Union Regulation (EC) No. 261/2004 apply. In accordance with this, airlines are not obliged to pay compensation where flight disruption has been caused by events outside their control.

Due to our wrong evaluation, on the feedback you have specified in your feedback, we have paid compensation within the scope of customer satisfaction even though our passenger was not entitled to.

We present it to your information, and we ask for the acceptance of our regrets for the application conditions causing your dissatisfaction.

Surely this cannot be right especially since my husband got a message saying the plane was delayed due to technical difficulties!! Can someone please advise me on the next steps I should take or is it even worth fighting?

Any help would be greatly appreciated

[QwertyKnowsBest]

Sounds like TK are saying they made a mistake or goodwill gesture to your partner.

I would think the starting point is establishing if you have a valid reason (EU261) to claim for the delay.