To Whom It May Concern,
I am writing to formally submit a complaint regarding an incident that occurred at Paris Charles de Gaulle Airport in connection with my flight operated by Turkish Airlines.
Flight details:
• Route: Paris (CDG) → Miami (MIA)
• Date: 14 April 2026 (Tuesday)
• Departure: 07:20 CDG
• Arrival: 20:40 MIA
• Passenger name: Ruth Sebag
• Ticket number: 2352298541681 (available upon request)
I was traveling with a service animal (SVAN) for which I had valid medical documentation from my physician.
At check-in/airport processing, I was informed by a staff member identified as “Marcus” that I was required to pay a cash fee for my service animal, and was explicitly told that if I did not pay in cash, I would not be allowed to board the flight with my dog at all.
Under pressure and fearing I would be denied boarding, I complied. I was then also asked for my credit card and was charged again. No receipt was provided for the cash payment, either for the credit card charged and I was not given any proper explanation for the charges.
This conduct raises serious concerns, including:
• Coercion to pay cash under threat of denied boarding
• Lack of transparency regarding fees and charges
• Absence of receipts for both payments
• Improper handling of a passenger traveling with a documented service animal
As a passenger departing from an EU airport, I understand my rights are protected under EC 1107/2006, which ensures non-discriminatory treatment and appropriate assistance for passengers with disabilities and service animals.
CCTV Request
I respectfully request that you preserve and review CCTV footage from the check-in area covering the time period approximately 05:45 AM to 06:35 AM on 14 April 2026 at Paris Charles de Gaulle Airport check-in for this flight.
This footage is relevant as it may show:
• The interaction with the staff member identified as “Marcus”
• The handling of my credit card
• The cash transaction requested by the same employee “Marcus”and received by the same
• The circumstances under which I was instructed that boarding would be denied without payment
I request that this footage be reviewed as part of the investigation into this matter.
I also respectfully request:
1. A full investigation into this incident
2. Identification of the staff member involved
3. A full breakdown and refund of any improper charges
4. Review of airport and airline procedures applied in this case
I also request confirmation of how this complaint will be processed and what corrective actions will be taken. I expect a response within 72hrs.
I look forward to your prompt response.
Sincerely,
Ruth Sebag