- Frequently Asked Questions
Online Award Ticket
1. Where can I go to book an award flight online?
On Turkish Airlines web site www.thy.com you can book your award ticket using the Online award Ticket option on the Online Services menu. Online Companion ticket and online upgrade reservations are not applied. For Companion ticket and upgrade award reservations, please call reservation call center (444 0 849.)
2. How do I select my seat during the online booking process?
On Turkish Airlines flights, on the confirmation page you are allowed to make a seat preference 100 days prior to flight only in Business Class for domestic flights and in both Business and Economy classes for international flights. In accordance with the agreements made with the other airline companies seat preference is not possible for the code share flights.
3. What happens to my seat if Turkish Airlines has a schedule change or an equipment change?
You will be informed about the change and a new seat selection (same or similar to the previous one) will be made.
4. Can I display the details of my award ticket reservation via your website?
You may display the details of your reservation by using my reservations button at our website.
5. The flights are closed. Can I waitlist a reservation online?
Waitlisting online is not possible. You may waitlist yourself by calling local Turkish Airlines Sales Offices http://www.thy.com/cgi-bin/tk_offices/ofis-list.cgi/cc/en/ or THY Call Centers http://www.thy.com/en/info/contact.htm (+ 90 212 444 0 849) in Turkey.
6. Can I make changes to a award ticket reservation that I have already made on your web site?
For the amendments of award ticket reservations that you made via our web site, please contact your nearest Turkish Airlines Sales Office or 444 0 849
7. To which destinations can I make online booking?
You can make online booking for Turkish Airlines' all direct flights.
8. Is the mileage amount required for the selected award ticket be deducted from my Miles&Smiles automatically after the online reservation is completed?
You have three alternatives for online award ticket reservation. Ticket by Office (TBO), Ticket on Departure (TOD) and Award E-Ticket. In case you select TOD or Award E-Ticket option, the miles will be deducted from your account automatically after the reservation is completed. If you select TBO option, the miles will be redeemed from your account at the time of ticketing at the sales office.
9. Can I make an online award ticket reservation without having a credit card?
You can make online award ticket reservation by choosing the TBO (Ticket by Office) option if you do not have a credit card.
10. Can I use someone else's credit card to book my award ticket online ?
The credit card holder must be one of the passengers on the reservation record.
11. Can I book online award ticket to someone other than myself?
You can book online award ticket for yourself and/or whoever you want. Miles&Smiles card holders do not have to take place on this reservation.
12. I am trying to book a flight via your site, but my credit card was refused. Why?
There may be different reasons such as unavailable limit, invalid card number, expiration error and etc. Under such a circumstance please send e-mail to email@example.com in order to get information about your card refusal.
13. How do I cancel my online award ticket reservation?
TICKET BY OFFICE (TBO) AWARD TICKET RESERVATION CANCEL: If the reservation has not been ticketed yet, you may cancel your online reservation through our web site by clicking on the cancel reservation button. In this case, all passengers' flights recorded under the same reservation code will be cancelled. An e-mail message concerning the cancellation will be sent to your e-mail address that was given during the reservation process. It is not possible to make any change on reservations made through Turkish Airlines web site. In order to make changes on an Internet reservation, it should be completely cancelled first and then booked again by Internet Sales Service Center or Turkish Airlines Sales Office. You may also call Turkish Airlines Call Center 444 0 849 to cancel your reservation.
For the cancellation,refund and change requests of award e-ticket and TOD(for TOD option after the ticket has been issued) option you should contact with Turkish Airlines sales offices with the credit card that was used for the payment and also with a valid ID card (passport,driving licence,personal identification card,marriage certificate).Our members must use their own credit card while making their award e-ticket reservations via internet. If the member can not present his/her own credit card and a valid ID, noshow penalty will be applied.
In case of no-show, flight times and flight dates can be changed at an extra charge mentioned below:
For International Flights: Eur 40
For Domestic Flights: Eur 40
You can recredit miles of your domestic flights to your account at an extra charge of Eur 20 provided that no coupon of the award ticket has been used and no-show has not been occurred. You will be charged Eur 40 for mileage redeposit if no-show occurs. Miles cannot be redeposited for partly used award tickets.
You can recredit miles of your international flights to your account at an extra charge of Eur 20 provided that no coupon of the award ticket has been used and no-show has not been occurred. You will be charged Eur 40 for mileage redeposit if no-show occurs. Miles cannot be redeposited for partly used award tickets
14. What does "capacity controlled award tickets" and "seat guaranteed award tickets"mean?
There are two types of award tickets in Miles&Smiles Program which are ‘’Capacity Controlled Award Tickets’’ and ‘’ Seat Guaranteed Award Tickets’’.
There are a limited seat capacity for ‘’capacity controlled award tickets’’ and the reservation can only be made in case the respective class is available. The reservation classes are X (for Economy Class) , Z (for Comfort Class), I( for Business Class) and O ( for First Class ) for the ‘’capacity controlled award tickets’. The required miles for ‘’capacity controlled award tickets’’ are lower than the required miles for ‘’ Seat Guaranteed Award Tickets’’.
There is no seat limitation for ’’ Seat Guaranteed Award Tickets’’, meaning that you will be treated as a passenger traveling with a paid ticket as soon as the flight is available.
For seat guaranteed award tickets, required mileage amounts will be considered depending on the travel dates either in high or low season.
15. How can I get the information on the mileage amounts required for Miles&Smiles award tickets?
You may click on the “Awards” button under the heading “About Our Program” or use the “Award Calculator” button at the home page. You may also call (+90 212 )444 0 849 - Miles&Smiles Call Center.
16. Can I book online on thy.com and purchase my award ticket later from the ticket sales offices?
You can obtain your award tickets booked online by choosing either “Ticket on Departure” (TOD) (This is the procedure of receiving the award ticket at the airport sales office of Turkish Airlines and the related mileage is deducted from the member's account when the reservation is confirmed.) or “Ticket by Office” (TBO) (This is the procedure of receiving the award ticket at any Turkish Airlines sales office besides the airport and the related mileage is deducted from the member's account while the ticket is issued by the sales office for an already confirmed reservation.) options.
17. How can I check availability, mileage amounts and taxes without entering my credit card details?
By following the site till third page, you can check the availability, mileage amounts and taxes.
18. How far in advance can I book a award ticket online?
Ticketing at the airport: If you are making your reservations via our web site between 3 hours to 355 days prior to your first flight, you may obtain your ticket from the airport for flights departing Istanbul Ataturk Airport, Ankara Esenboga Airport, Antalya Airport, Izmir Adnan Menderes Airport, Adana Sakir Pasa Airport, Bodrum Milas Airport, Dalaman Airport, Diyarbakir Airport, Kayseri Erkilet Airport, Konya Airport, Samsun Carsamba Airport, Trabzon Airport, Gaziantep Oguzeli Airport, Van Airport, Malatya Airport, Elazig Airport, Denizli Cardak Airport, Amsterdam Airport, Chicago O'Hare Airport, London Heathrow Airport, Manchester Airport, New York JFK Airport, Paris Orly Airpot, Lyon St. Exupery Airport, Nice Cote d'Azur Airport, Strasbourg Airport, Copenhagen Kastrup Airport, Dusseldorf Airport, Frankfurt Main Airport, Hamburg Fuhlsbuttel Airport, Hanover Airport, Cologne Airport, Munich Airport, Nuremberg (Nurnberg) Airport, Stuttgart Airport, Madrid Barajas Airport, Barcelona Airport, Kiev Borispol Airport, Odessa Central Airport, Milan Malpensa Airport, Rome Fiumicino Airport, Bucharest Otopeni Airport, Vienna Schwechat Airport, Geneva Cointrin Airport, Zurich Kloten Airport, Brussels National Airport, Tel Aviv Ben Gurion Airport, Athens Eleftherios Venizelos Airport, Stockholm Arlanda Airport, Simferepol Airport, Berlin Tegel Airport, and Berlin Schoenefeld Airport.
Ticketing at Turkish Airlines sales offices: if you are making your award ticket reservations via our web site between 48 hours to 40 days prior to your first flight, you may obtain your ticket from any Turkish Airlines sales office. The originating point of your trip can be any city to which Turkish Airlines has direct or connected flights.
19. For Ticket on Departure reservations which documents do I need to bring to the airport to collect my award ticket?
For the TICKET ON DEPARTURE award ticket reservation , you must bring the credit card used for the payment during the online reservation with you and also a valid ID card, your Miles&Smiles membership card and your signed written request. For Award E-Ticket reservations you must bring the credit card used for payment and a valid ID (passport, driver license or any official ID) must be presented at check-in. If your credit card is a virtual credit card, please have the dependent credit card as well.
20. Which credit cards do you accept for payment online?
Only Visa and Master Cards are accepted on our web site. But if you want to use other credit cards like American Express, JCB, Air Travel Card-UATP-, Prestige, Discover Card, you can choose Ticket By Office option and make payment in our offices by the credit card you prefer.
21. Can i attend someone else for the collection of my award ticket?
You can attend someone else for the collection of your award ticket with the Ticket By Office award ticket reservation option together with the documents including the copy of your identification card (ID card, driving licence, passport or marriage certificate), the copy of your Miles&Smiles card, Pnr no (reservation number) and a signed written request . For Ticket on Departure reservations, you should carry out the ticket collection procedures by yourself .
22. If I am looking for availability on a particular day and there is no availability, will I be offered an alternative date?
For unavailable direct flights, you will be displayed 6 first available alternative flights. However, you can look for it by yourself since there are next and previous day buttons just beneath the flight availability screen.
23. Can I book online award ticket reservation for one-way travel?
Miles&Smiles award tickets cannot be issued for one-way travel.
24. How many flight segments can I book in one itinerary when making online award ticket reservation?
Maximum 6 flights per reservation session
25. How many passengers can I book online in one itinerary?
You are allowed to book up to 5 passangers (adult+child ) in one booking reference on our web site.
26. Does any problem occur at the sales office if I could not present the credit card of which the number has been entered during online award ticket transaction?
In case you could not present the credit card used for the online payment during online award ticket transaction or during check-in transactions, no-show penalty will be applied if it is the last 2 hours before departure on international flights or 1 hour before departure on domestic flights. If you do not present the credit card you used for the payment, you will not be accepted to the flight.
27. What is award e-ticket ?
All ticket information is stored electronically in the computer system and an itinerary receipt is given to you at the time of ticketing containing all ticket data. Reservation and payment procedures are all the same as in paper ticket. You can complete your check-in at airport check-in counters by showing your identification card with photo. (Personel identification card, driving licence, passport or marriage certificate). If your credit card is a virtual credit card, please have the dependent credit card as well.
28. What kind of ID must be presented at the check-in counter?
Identification Card with photo, driving licence, marriage certifiate or passport and also the credit card that made your payment via internet may be presented at check-in.
29. How can I purchase an award e-ticket via internet?
Our members must use their own credit card while making their award e-ticket reservations via internet. One of the passengers recorded in the award e-ticket PNR must be a Miles&Smiles member. Award e-ticket can be issued on the condition that you pay the taxes and other charges with a credit card for the reservations between 3 hours to 355 days prior to the first flight .
30. What are the rules of a reservation change,mileage refund and cancellation-refund for an award e-ticket that is purchased via internet?
For the cancellation,refund and change requests of award e-ticket,you should contact with Turkish Airlines sales offices with the credit card that were used for the payment and also with a valid ID card (passport,driving licence,personal identification card,marriage certificate).Our members must use their own credit card while making their award e-ticket reservations via internet.). If the credit card is a virtual card, members should bring the credit card which the virtual card is connected.
31. What are the rules of check-in for an award e-ticket that is purchased via internet?
You should contact with check-in counters with your own credit card that made your payment and also with a valid ID card (passport,driving licence,personal identification card,marriage certificate)All the passengers that are registered in reservation should contact with check-in counter at the same time.Applying for check-in counters on different times can not be accepted.If the credit card used for the payment is a virtual type of credit card,please don’t forget to show the real credit card related to the virtual credit card.