{"id":26710,"date":"2023-11-08T06:27:03","date_gmt":"2023-11-08T06:27:03","guid":{"rendered":"http:\/\/consumerinsight.eu\/marketingisdead\/?p=26710"},"modified":"2023-11-08T06:27:04","modified_gmt":"2023-11-08T06:27:04","slug":"turkish-airlines-le-specialiste-du-surbooking","status":"publish","type":"post","link":"https:\/\/consumerinsight.eu\/marketingisdead\/turkish-airlines-le-specialiste-du-surbooking\/","title":{"rendered":"Turkish Airlines, LE sp\u00e9cialiste \u2026 du surbooking\u00a0!"},"content":{"rendered":"\n
\"\"<\/a><\/figure><\/div>\n\n\n\n

Le surbooking constitue une des plaies majeures du transport a\u00e9rien, m\u00eame si cette pratique n\u2019est pas ill\u00e9gale en soir \u2026 mais tr\u00e8s fortement encadr\u00e9e en Europe et maintenant aux USA, depuis l\u2019\u00e9vacuation forc\u00e9e d\u2019un passager d\u2019United Airlines qui refusait d\u2019\u00eatre d\u00e9barqu\u00e9 pour laisser sa place \u00e0 un employ\u00e9 de la compagnie : des vid\u00e9os virales ont fait le tour de la toile, comme le raconte ici leparisien.fr<\/a>.<\/p>\n\n\n\n

Pour me rendre r\u00e9cemment en Ouzb\u00e9kistan \u2013 j\u2019avais planifi\u00e9 mon voyage bien avant Macron 😊 \u2013, j\u2019ai transit\u00e9 \u00e0 l\u2019aller via Riga avec Air Baltic, avant de monter dans un Airbus tout neuf aux couleurs d\u2019Uzbekistan Airways : bref, une compagnie \u00e0 bas co\u00fbt o\u00f9 le petit d\u00e9jeuner est payant \u2013 mais \u00e7a, on le sait \u00e0 l\u2019avance \u2013 et une ancienne division l\u2019Aeroflot, relanc\u00e9e le dictateur ouzbek Islom Karimov.<\/p>\n\n\n\n

Deux vols sans anicroches, les horaires parfaitement respect\u00e9s, les cartes d\u2019embarquement disponibles la veille sur le site des compagnies : un d\u00e9part en vacances plut\u00f4t r\u00e9ussi.<\/p>\n\n\n\n

Pour le retour, transit via Istamboul, avec un premier vol sur Uzbekistan Airways depuis l\u2019a\u00e9roport ultra moderne de Samarkand : le petit d\u00e9jeuner sur cette compagnie n\u2019est pas fameux, mais on s\u2019en moque un peu.<\/p>\n\n\n\n

Les choses se g\u00e2tent \u00e0 Istamboul : l\u00e0, c\u2019est Turkish Airlines \u2026 je d\u00e9couvre !<\/p>\n\n\n\n

D\u00e9j\u00e0, je re\u00e7ois un SMS m\u2019informant que \u00ab Sn. Yolcumuz, yogun talep durumunda planli ucusunuz yerine alternatif ucus tercih ederek T\u00fcrk Hava Yollarindan seyahat ceki almaya hak kazanabilirsiniz \u00bb<\/em> : super ! La version anglaise suit : \u00ab Dear Passenger, due to high demand, if you choose an alternative flight instead of your scheduled flight, you will be eligible for a travel voucher from Turkish Airlines \u00bb<\/em>.<\/p>\n\n\n\n

Bref, manifestement, Turkish Airlines a forc\u00e9 sur le surbooking \u2026 et \u00e7a coince : erreur de d\u00e9butant ? Pas vraiment : en fait, c\u2019est m\u00eame la sp\u00e9cialit\u00e9 maison ! Tout comme les retards, il suffit d\u2019aller faire un petit tour sur routard.com<\/a> ou tripadvisor.fr<\/a> : \u00ab Une catastrophe au niveau horaire: 3 heures de retard \u00e0 l\u2019aller pour faire un vol domestic Istanbul \/ Kayseri (en Cappadoce) \u00bb ou \u00ab 4 vols en une semaine: 3 retard\u00e9s; 1 annul\u00e9 et report\u00e9 22h plus tard. Rdv au bureau \u00ab\u00a0care desk\u00a0\u00bb avec une queue de plus d’une heure pour au final nous dire qu’il faut aller \u00e0 \u00ab\u00a0l’h\u00f4tel desk\u00a0\u00bb pour obtenir une chambre (qui est \u00e0 50 min de route de l’a\u00e9roport). Ce bureau il nous a fallu 1h30 pour le trouver. 3 personnes de Turkish airlines nous a indiqu\u00e9 le mauvais chemin. Je pr\u00e9cise que nous avons atterri \u00e0 1h15 du matin, nous \u00e9tions dans la chambre \u00e0 4h du matin. Le tout avec ma grand-m\u00e8re de 81ans, dont aucune h\u00f4tesse n’a voulu prendre en charge en priorit\u00e9 ou au moins la transporter d’un bureau \u00e0 un autre \u00bb.<\/em><\/p>\n\n\n\n

Au moment d\u2019embarquer, je m\u2019aper\u00e7ois que mon \u00e9pouse et moi, sommes plac\u00e9s \u00e0 deux extr\u00e9mit\u00e9s de l\u2019avion : erreur individuelle ? Pas du tout : mon voisin qui voyage avec sa femme et un autre couple partage la m\u00eame stupide exp\u00e9rience mais s\u2019estime heureux : son \u00e9pouse a bien failli rester \u00e0 terre !<\/p>\n\n\n\n

Du coup, c\u2019est un joyeux bordel dans la carlingue, personne ne trouvant sa place, \u00e7a r\u00e2le de partout, mais le personnel de bord est blind\u00e9 : question d\u2019habitude, sans doute.<\/p>\n\n\n\n

Le surbooking, le r\u00e8glement europ\u00e9en du 11 f\u00e9vrier 2004 l\u2019encadre fortement, en \u00e9tablissant des r\u00e8gles communes d’indemnisation et d’assistance \u2026 mais Turkish Airlines n\u2019est pas en Europe : si dans le cas d\u2019un vol au d\u00e9part d\u2019une ville europ\u00e9enne le r\u00e8glement s\u2019applique, il n\u2019en est rien pour un vol partant d\u2019Istamboul !<\/p>\n\n\n\n

Le droit international ne fait aucunement r\u00e9f\u00e9rence au surbooking : comme le pr\u00e9cise quechoisir.org<\/a>, \u00ab il faut se r\u00e9f\u00e9rer aux articles concernant les retards. La convention de Varsovie du 12 octobre 1929 et la convention de Montr\u00e9al du 28 mai 1999 vous ouvrent droit \u00e0 une indemnisation uniquement dans la mesure o\u00f9 vous pouvez prouver que vous avez subi un pr\u00e9judice r\u00e9el \u00bb<\/em>. Plus compliqu\u00e9 !<\/p>\n\n\n\n

Je ne suis pas s\u00fbr que la Turquie rejoigne un jour l’Union europ\u00e9enne : mais ce jour-l\u00e0, Turkish Airlines devra faire de sacr\u00e9s efforts d\u2019adaptation !<\/p>\n","protected":false},"excerpt":{"rendered":"

Le surbooking constitue une des plaies majeures du transport a\u00e9rien, m\u00eame si cette pratique n\u2019est pas ill\u00e9gale en soir \u2026 mais tr\u00e8s fortement encadr\u00e9e en Europe et maintenant aux USA, depuis l\u2019\u00e9vacuation forc\u00e9e d\u2019un passager d\u2019United Airlines qui refusait d\u2019\u00eatre d\u00e9barqu\u00e9 pour laisser sa place \u00e0…<\/p>\n","protected":false},"author":2,"featured_media":26711,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"gallery","meta":{"spay_email":"","jetpack_publicize_message":"","jetpack_is_tweetstorm":false,"jetpack_publicize_feature_enabled":true},"categories":[154],"tags":[629],"yoast_head":"\nTurkish Airlines, LE sp\u00e9cialiste \u2026 du surbooking\u00a0! - Marketing is Dead<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"http:\/\/consumerinsight.eu\/marketingisdead\/turkish-airlines-le-specialiste-du-surbooking\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Turkish Airlines, LE sp\u00e9cialiste \u2026 du surbooking\u00a0! 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