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Turkish Airlines - Need Help ASAP

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My fiance and I are taking a trip to South Africa, taking Turkish Airlines from Toronto to Johannesburg. Flight's scheduled to leave tonight (8pm EST) but when trying to check-in online, noticed that Turkish Airlines seems to have no recognition of the first leg of our flight (Toronto - Istanbul). The 2nd leg and returns seem to be perfectly fine but Turkish Air's customer service is telling us that they think we may have cancelled the first leg and therefore are opening an investigation.

Maybe just me, but I've found their customer service to be very difficult to deal with. No answers, no call-backs, no progress. Who would cancel the first leg of a trip while leaving all 3 other flights intact? Is there anything I can do at this point to get this resolved within the next 10 hours? Any advice for how to approach customer service or who to call? Is Star-Alliance able to help on this? I've asked to speak with someone's manager and they simply said 'No'.

Looking for advice asap, thanks to all who are able.

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