Dear Guests, At the beginning of 2007 I shared with you how we have begun taking steps to achieve our aim of surpassing ourselves and of consolidating our place among the world’s most respected airlines.

We have already begun implementing one of our main projects, that of improving customer satisfaction. Customer satisfaction has always been a top priority for Turkish Airlines, and we are aware that understanding the customer is the key factor in boosting customer satisfaction and loyalty. In awareness of this we initiated a ‘Mystery Shopper and Volunteer Observer’ program in January 2007. Through this program, we hope to understand customer expectations and to plan the future of Turkish Airlines accordingly.

The ‘Mystery Shopper and Volunteer Observer’  project will enable us to view, in previously determined scenarios and through the eyes of the customer, the quality of all the services we offer pre-, during and post-flight, from our Call Center, sales offices and agents down to our website and check-in counters. By understanding the expectations of our customers, who are our reason for existing, we aim to further improve the quality of the service we offer. Projects like ‘Mystery Shopper and Volunteer Observer’  are going to continue into the future as well.

I am also happy to share with you the news that our website - the face we present to the world - recently won two awards in the ‘5th Golden Spider Web Awards’ in which 1061 websites contended: first place in the category ‘E-Commerce’ and second in the category ‘Institutional Communications’. These awards are an indication that our website, which is now visited by two and a half million visitors a year, up from one million last year, and has earned the gratitude of many passengers for its user-friendly design, is on the right path. Recently reconstructed and now in 17 languages, it is being continuously upgraded in terms of the variety and quality of services it offers. Not only can you now check in over the website, your can even print out your boarding pass so that you can proceed directly to your flight when you arrive at the airport.

Exceeding expectations in the services we provide in order to consolidate our position in the global aviation sector will only be possible with the support of you, our valuable passengers. I would therefore like you to know that our every unit is working towards the goal of being number one in service quality. In closing, I wish you all a pleasant flight.

Temel KOTİL, Ph.D.
CEO and Member of the Board