Blah Blah Blah 1201 Blah Blah Blah Ave.

, # Blah Blah Blah Blah, USA Blah Blah September 20, 2010 Turkish Airlines Customer Service customer@thy.com Dear Sir or Madam: During a recent flight on Turkish Airlines from Frankfurt, Germany to Istanbul (Flight 1592 on Blah Blah Blah; confirmation # Blah Blah Blah) I remarked to my girlfriend, Blah Blah Blah, who I was traveling with, that it was one of the best flights I had ever been on. I was impressed by the service, the food, and the technology. Unfortunately, our return flight to Frankfurt (Blah Blah Blah on Blah Blah Blah; Confirmation # Blah Blah Blah) made quite the opposite impression. A series of unfortunate events at the fault of Turkish Airlines staff led to a variety of hardships for us in the form of undue effort to ensure our luggage made it on the aircraft, lost time and missed appointments at our final destination, and extraneous monetary expense. These hardships are in addition to the trauma coincident with experiencing a collision that occurred on the tarmac before the flight departed. The incidents that led to these results are summarized below: 1. Upon noticing our luggage segregated on a luggage buggy, we notified the flight attendant that we were concerned our bags would not make it on to the flight 2. During a haphazard attempt by the baggage staff to return the recently departed buggy and our luggage to the aircraft, the vehicle was parked in an area previously occupied by the plane, which had begun to reverse from its parked location 3. The pilot of the aircraft, upon word of the luggage mishap, began moving the plane back into its parked position. An abrupt collision with the luggage truck then occurred. 4. After quite some time of deliberation by Turkish Airlines officials and staff, we were directed to a bus which drove us back to the terminal. 5. We were then re-checked in using a laborious, time-consuming process of hand writing our names and seat numbers on blank boarding passes. 6. All passengers then waited in the terminal for a significant amount of time before having to re-board yet another bus to transport us the long distance to the new aircraft 7. Upon arrival at the new aircraft Blah Blah Blah and I noticed that our baggage was, unbelievably, still segregated from the rest of the baggage, which was already nearly fully loaded onto the new aircraft. 8. Like several times previously, we were assured that there was no problem and that our baggage would be loaded onto the aircraft. It was clear at this time that our baggage had not yet been located and identified, even though several baggage staff had looked directly at the bags with our baggage claim tickets in hand. 9. After several minutes of additional confusion, a kind female baggage attendant led us in front of the aircraft to the cart that held our bags. We identified our two suitcases. The

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attendant was rather confused as to how the bags were previously overlooked by countless other baggage staff. 10. Our bags were loaded and we departed some time later, taking off after an additional delay in line on the tarmac. 11. Upon our late arrival to the Frankfurt airport, we rushed to see if we could catch our connecting flight. It was clear we had missed it, so I had a discussion with Turkish Airlines staff. 12. After multiple attempts to detail my frustration in the delays, the collision, and the remarkable attempts to ensure our baggage was loaded onto the plane, the representative assured me there was nothing she could do for us. This added to the frustration, to be sure. These incidents led to the following results: 1. Undue waiting aboard the aircraft and in the terminal, efforts to ensure baggage was accounted for, ground transportation back to the terminal and to a second aircraft, rechecking in/out 2. Trauma associated with experiencing a collision while aboard the aircraft 3. Late arrival and missed connecting flight from Frankfurt, Germany to Paris, France a. Flight information: Air France 1619 on Blah Blah Blah, departing at 1:50 PM CEST; Confirmation # Blah Blah Blah, Ticket #s Blah Blah Blah and Blah Blah Blah 4. Cost of two (2) additional roundtrip flights between Frankfurt and Paris at a total cost of $440.70, which includes: a. Ticket cost (difference from original purchase): $149.50 each b. Change fee: $64.44 each c. Foreign transaction fees totaling: $12.82 5. Late arrival to Paris, France causing us to miss a dinner reservation and several hours of a short visit to the city Judging by our initial flight on Turkish Airlines, on our way to Istanbul, your organization obviously takes pride in customer service and in providing an excellent overall experience. Because of this, I am confident that Turkish Airlines will work with us to obtain a satisfactory resolution to the issues it caused. Specifically, we expect to be compensated for the full value of the two (2) roundtrip Turkish Airlines tickets ($619.40; purchased through Expedia with itinerary number Blah Blah Blah), the cost of our (2) additional tickets to our final destination ($440.70), and to be credited 50,000 miles to both Blah Blah Blah and my Mileage Plus (Star Alliance) accounts, enough to account for one domestic United Airlines Standard Awards roundtrip ticket each. (Mileage Plus account numbers: Blah Blah Blah Blah Blah Blah; Blah Blah Blah Blah Blah Blah)

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Please contact me at your earliest convenience before October 13th with confirmation that our requests will be honored. If I fail to hear from you, I will contact you again, as well as the agencies noted below, with an increase in our reimbursement request commensurate with the additional delay. Sincerely,

Blah Blah Blah

cc: US Department of Transportation: Consumer Affairs Division Federal Aviation Authority: Consumer Protection Division Office of Consumer Protection: State Office of the Attorney General Star Alliance Customer Relations