Our Feedback Management Process

Your Feedback is valuable to us!

As Turkish Airlines, our primary goal is to ensure customer satisfaction by providing service at global standards in the aviation industry. Any and all information, you share with us, is of great importance for us to that end.

All feedback, you forward to us, is assessed with an objective and customer-focused approach in accordance with the principle of confidentiality.

Processes for Processing and Assessing Feedback

You may contact Turkish Airlines to forward your feedback via the following means:

  • Feedback form available on our website,
  • Telephone lines at +90212 444 0 849 / +90 850 333 0 849,
  • Fax line at +90 212 465 22 63,
  • Our Facebook and twitter (@tkhelpdesk) accounts,
  • In-flight communication form or Skylife communication form you may obtain from our cabin crew members during your flights,
  • Turk Hava Yollari, Musteri Iliskileri Mudurlugu B Kapisi, Ataturk Havalimani 34149 Yesilkoy-Istanbul

A record number is created for any and all feedback received by Turkish Airlines, and you are informed of this record number by e-mail.

After the feedback, you have sent, is received by our customer representative, the systematical data are examined and determinations are performed. During the investigation carried out, information is obtained from all units and service providers which are associated with the feedback.   

Upon completion of our investigation, you are informed of the result by e-mail or telephone on the contact address you have provided in your feedback.

Turkish Airlines Inc. aims to respond your feedback within a period of 7 business days. In the event that it is determined that your feedback cannot be solved within such period of time due to the investigation period, you are informed that the investigation is ongoing.

You may get information about the status of your feedback from our 7/24 available customer representatives at +90212 444 0 849 / +90 850 333 0 849 when your feedback is investigated.  

Your feedback is reported and analyzed on regular basis to ensure that such feedback contributes to our continuous improvement goal. These results are shared with both the units serving within the organization of the Company and our senior executives.