Özet:

This study is the evaluation of customer e-complaint which is considered to be negative for travel agents by e-WOM shares. Also, ıt is located in paper how is the agency services, in what way and in what areas they remain missing in what stage of the service and how the resolution of complaints and which style, customers used with making a complain. Results are expected to raise an awareness for other travel agencies about the complaints and travel agents can deal with “complaint”. The universe of the study consisted of e-complaints in an internet platform for complaints which name is sikayetvar.com. The complaints are related to travel agencies under the tourism category. Sample of this study, a total of 1897 complaint’s texts in a web complaint forum site at stake travel agencies were investigated according to the years and issues, between January 2013-December 2014. It is concluded with the help of the data edited by using content analysis and grounded theory analysis method that complaints for travel agencies. In this study, e-complaints are investigated. Therefore, although Internet usage is increasing significantly from day to day, there are a group not want to use and can not use the ınternet. Also, e-complaints was limited between 2013-2014 years period, because of limitations pages.The survey results indicate that focused on accommodation, tour cancellation change, communication between agencies and hotels and guidance-tour subject. The text of the complaints analyzed has appeared the most frequently repeated words, bad 599 , complaints 388 , dirty 216 , irrelevant 100 , victim 185 and fiasco 109

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