u/mewith2cat

Hi everyone,

I’m writing this post desperately hoping for advice or information that could help one passenger and two cats return home safely. First of all, thank you so much for clicking and reading. I apologize in advance for the long post.

[TL;DR]

1. Traveling from Morocco to South Korea with 1 passenger and 2 cats in cargo (AVIH).
2. Stuck in Morocco for nearly a month because Turkish Airlines CS keeps giving useless, conflicting answers.
3. Does anyone know Turkish Airlines' exact temperature limit for pet cargo rejection, or how to get a straight answer from them? Please help!

[Full Story]

I need to fly from Casablanca (CMN) to South Korea with my two cats. Since airlines only allow one cat per passenger in the cabin, my cats must travel in the cargo hold (AVIH).

Only two airlines serve this route: Air France and Turkish Airlines.

With Air France, I would have to clear immigration at Paris (CDG), retrieve my luggage and cats, and re-check them in. Aside from the physical toll, I was told that entering a country with pets generally requires local quarantine procedures (health certificates, EU pet passports, government approvals). So I asked Air France if I would still need to go through all local quarantine procedures even when flying on a single airline with a layover. However, Air France simply replied, "We don’t know, it’s up to the staff at the airport to decide." They couldn't even give me a clear answer on whether I need to pick up just my cats or all my checked luggage during the transit. (Checking their website again, it seems I have to retrieve my luggage as well, though I'm not entirely sure.) It was really hard to understand their attitude of "You'll just have to fly there and see what happens."

So I turned to Turkish Airlines.

Connecting to their live chat took hours of waiting (and if the session glitched, I had to restart from scratch). Once connected, I was told that my two cats could travel together in one single container.

However, I later learned that pet cargo check-in can be denied on the day of departure depending on the outdoor temperature.

I contacted CS again, but every agent said something different. One agent said there was no such rule, another said the limit was 29.5°C, and another said check-in could be denied but they couldn't disclose the temperature limit. When I called customer service again out of frustration, one representative told me that check-in could indeed be rejected, but then actually asked me back, "Where on earth did you hear about a 29.5°C limit? There is no such regulation."

Since the information was so inconsistent, I tried calling the local Morocco office directly. However, the phone number provided was just a generic customer service line. Every time I called, it would play an automated recording and then automatically disconnect without ever connecting me to a representative.

I also tried emailing the local Morocco office. After waiting through weekends and holidays, I finally got a reply, but it was completely useless:

>

...What? I was asking these questions so that I could make a booking in the first place!

From then on, the local representative kept sending completely irrelevant responses. We spoke over the phone once, and I mentioned that I would call him back later when I met my local Moroccan friend, so my friend could communicate with him in more detail in Arabic/French. (Even though it was absurd that I had to explain everything again from scratch, considering I had already sent all my details and questions via email multiple times.)

When I tried to call back using the number saved in my call log, it routed straight to the generic customer service line again. If a customer says "I'll call you back" and the representative agrees, it's common sense to provide a direct phone number if the caller ID doesn't accept direct incoming calls. Yet, he never gave me a direct line. Furthermore, whenever I tried calling that customer service line, the automated system asked me to press numbers according to my issue, but no one ever answered and the line just cut off. I don't even know why that phone line exists.

When I begged him to give me a direct contact number or clarify the temperature limit, he kept sending absurd responses like: "We cannot inform you of the in-flight temperature," or "The temperature varies by time and location." I NEVER asked about the in-flight temperature or the daily weather forecast! I can check Google for that! Why would I ask him for a weather forecast? I obviously never did.

Feeling utterly hopeless, I practically begged him: "Please, read my email properly and answer. If it's impossible, please just tell me 'No,' so I can try to find out if I can contact headquarters to get in touch with the airport ground staff directly." (Honestly, I was begging and pleading every single time I sent an email.)

Only after I pleaded like this did he reply an hour later (his fastest response yet) saying: "We cannot provide the temperature limit."

I was furious. Because of this representative, I wasted more than two weeks in Morocco. I originally wanted to leave in August, but because of all this delay, I am now forced to aim for early September. Facing a situation where the average daily high at Casablanca Airport in early September is projected to be around 29–30°C, I have been stuck in Morocco for nearly a month in total, just trying to get confirmation on whether check-in will be possible for my cats.

I then submitted inquiries through the official website feedback form:

• 1st reply: Stated that "There is no specific regulation regarding cargo/outdoor temperature that causes pet reservation cancellation or rejection." However, they completely ignored my second question about how to book 2 cats in 1 kennel online.
• 2nd reply: Confirmed that 2 cats in 1 kennel is allowed, but regarding the temperature, stated: "The final decision lies with airport authorities on the departure day, so we cannot give a direct guarantee." They STILL failed to answer how to properly book this online.

I am beyond frustrated and exhausted.

1. If check-in CAN be rejected at the airport, but no one will tell me the limit, how am I supposed to book a ticket?
2. If there is a risk, shouldn't there be a clear seasonal policy like other airlines that restricts pet travel during hotter periods?
3. Why does every single agent and representative say something completely different?

They refuse to give a clear "No," while keeping my hopes up with vague responses that drain my time, money, and mental health.

[Questions for You Guys]

1. Has anyone flown with pets in cargo (AVIH) via Turkish Airlines during summer? I'm wondering if anyone has experienced a check-in rejection at Casablanca Airport (CMN) or any other airport due to temperature issues.
2. When checking in 2 cats in 1 kennel, did you select 1 cat online and pay for the combined weight at check-in, or was there a separate registration process? I'd love to hear your experiences.
3. Does anyone know a way to get a clear, reliable confirmation from Turkish Airlines headquarters management or the airport ground staff team? Please let me know.

Thank you so much for taking the time to read this long post. I truly wish you all the very best.