In case of passenger delay, the air carrier is liable for damage unless it took all reasonable measures to avoid the damage or it was impossible to take such measures. 

The liability for passenger delay is limited to 4.694 SDRs (EUR5,100).

In case of baggage delay, the air carrier is liable for damage unless it took all reasonable measures to avoid the damage or it was impossible to take such measures. The liability for baggage delay is limited to 1,519 SDRs. 

Destruction, loss or damage to baggage:

The air carrier is liable for destruction, loss or damage to baggage up to 1,519 SDRs . In the case of checked baggage, it is liable even if not at fault, unless the baggage was defective. In the case of unchecked baggage, the carrier is liable only if at fault.

There are no financial limits to our liability for passenger injury or death. In relation to all passenger claims, we are entitled to rely on a defence of contributory negligence on the part of the passenger. However, for damages up to 113.100 SDRs (approximately 117,000 Euros) we will not avail ourselves of any other defence. Above that amount, we are also entitled to defend ourselves if we can prove:

• Where the Warsaw Convention applies, that we took all necessary measures to avoid the damage or that it was impossible for us to take such measures.
  
• Where the Montreal Convention applies, that we were not negligent or otherwise at fault. 

In the case of passenger delay, we are entitled to rely on a defence of contributory negligence but will otherwise be liable for damage unless: 

• Where the Warsaw Convention applies, we can prove that we took all necessary measures to avoid the damage or it was impossible for us to take such measures. 
• Where the Montreal Convention applies, we can prove that we took all measures that could reasonably be required to avoid the damage or that it was impossible for us to take such measures. Our liability under the Montreal Convention will be limited to 4.694 SDRs (approximately 5,000Euros).

Where the Warsaw Convention applies: 

• We can prove that we took all necessary measures to avoid the damage or that it was impossible to take such measures; or 
• We can prove contributory negligence on the part of the passenger or the person from whom he or she derives his or her rights. 

In relation to all baggage claims, we can rely on a defence of contributory negligence.

Otherwise we will be liable for damage arising from delay to baggage unless we can prove that we took all reasonable measures to avoid the damage or that it was impossible to take such measures.

We will also be lable for destruction, loss or damage to checked baggage unless the baggage was defective and for unchecked baggage unless we can prove that we were not at fault. Our liability under the Montreal Convention for destruction, loss, damage or delay to baggage is limited to 1,288 SDRs.

You can benefit from a higher liability limit under either the Warsaw or Montreal Conventions if you make a special declaration at check-in and pay a supplementary fee.

This contingency plan for lengthy tarmac delays is applicable to flights operated by Turkish Airlines and has been adopted pursuant to the requirements of section 259.4 of the regulations of the U.S. Department of Transportation (DOT).

For all flights, which depart from or arrive at U.S. airports, we will not allow the aircraft to remain on the tarmac for more than 4 hours without an opportunity for passengers to deplane unless the pilot-in-command (PIC) determines there are safety or security reasons that the aircraft cannot leave its position on the tarmac to deplane passengers or Air Traffic Control (ATC) advises the PIC that returning to the gate or another disembarkation point would significantly disrupt airport operations. 

We will make reasonable efforts to provide convenient and comfortable service to all customers in the event that a flight is delayed. 

In particular, in the event of a tarmac delay, we will, 

1) Provide adequate food and potable water no later than two hours following gate departure or flight touch-down if the aircraft remains on the tarmac, unless the PIC determines that safety or security considerations preclude such service. 

2) Ensure that lavatory facilities are operable and that adequate medical assistance is available if needed. 

3) Notify passengers on the aircraft every 30 minutes regarding the status of the delay, including the reasons for the delay, if known. 

4) Provide passengers on the aircraft notification every 30 minutes that they have the opportunity to deplane, if that opportunity exists. 

We have committed sufficient resources to implement this plan and we have coordinated this plan with airport authorities (including terminal facility operators, U.S. Customs and Border Protection, and the Transportation Security Administration) at all U.S. airports that we serve including regular civilian diversion airports that are defined by DOT to be a “non-hub” or larger airport. 

We will make reasonable efforts to comply with this plan in the event of a diversion to any other U.S. airport.

Pursuant to Turkish Airlines’s Conditions of Carriage, for flights operated on our behalf by other carriers, the applicable contingency plan will be that of the operating carrier.

Turkish Airlines values all of its customers and is continually working to improve its services and to offer the safest and most comfortable trip to every customer.

The following Customer Service Plan provides a summary of the actions taken by Turkish Airlines to assist its customers.

This Customer Service Plan is applicable to services provided in the United States and in connection with scheduled flights to/from the United States by Turkish Airlines and has been adopted pursuant to U.S. Department of Transportation (DOT) regulations.

Offering the lowest fare available

For reservations made via Turkish Airlines’ U.S. website, U.S. phone reservation center, or U.S. airport ticketing counters, we will offer the lowest fares available through that booking channel, when you provide specific travel dates, flights, and class of service information. For reservations made via the phone reservation center or airport ticketing counters, we will also advise you if lower fares may be available through the website.

For flights that depart in 7 days or less, we will provide timely information about known delays of 30 minutes or more, cancellations and diversions (“flight status information”),within 30 minutes of our becoming aware of it, by: 

• Providing flight status information through the website and upon request via the phone reservation center.
• Providing flight status information through announcements at gates and through flight status displays at airports in the U.S.
• Providing this flight status information through notification services (including e-mail), to the extent such services are offered by Turkish Airlines, to passengers who register on the website to receive e-mail updates.

Delivering baggage on time 

We will make reasonable efforts to ensure that all checked baggage is available as soon as possible after a passenger’s flight arrives at the gate. In the unlikely event your baggage does not arrive at your destination with you, we will initiate a search and make reasonable efforts to return the baggage to you within 24 hours. In the further unlikely event that your baggage cannot be located, we will refund any fees that you have paid for its transportation (including fees for excess or overweight baggage). In addition, we will pay compensation for lost or delayed baggage as required by applicable international agreements.

Refunds within 24 hours

Effective for reservations made on or after July 17, 2018: If you make your Turkish Airlines reservation to or from the United States at least 7 days prior to the flight’s departure through any of Turkish Airlines’ sales channels in the United States (Call center, ticket office, website, etc.), you may cancel the reservation within 24 hours of making it and receive a full refund, including the cost of the ticketing fee, if any. 

To request your refund within 24 hours of making a reservation, please send your request to the appropriate e-mail for the trans-Atlantic gateway that you were scheduled to use. The refund e-mail address for each gateway is as follows: 

Atlanta: sales.atl@thy.com 

Boston: bostonreservation@thy.com 

Chicago: saleschi@thy.com 

Houston: iah.ticketing@thy.com 

Los Angeles: laxticketing@thy.com 

Miami: miasales@thy.com

New York: nyc.ticketing@thy.com 

San Francisco: info.sfo@thy.com 

Washington, DC: iadsales@thy.com 

Regardless which e-mail address you use, the time that you contacted Turkish Airlines will be duly noted. 

If you do not request your refund within 24 hours of making your reservation, all ticket rules will apply.

Effective for Purchases made on or after April 2, 2019: 

Airlines will offer its customers a 24 hour hold period in which they can hold a reservation without payment, under no obligation, with a guaranteed fare to or from the United States, made on this website or through other U.S. reservations centers or ticket counters if the reservation is made at least 7 days prior to departure. After a customer provides payment for any ticket, it will only be refunded subject to applicable fees per the fare rules. This is true regardless of whether or not a customer chooses to use this free “hold” option.

Providing prompt ticket refunds

If a passenger has purchased a ticket that is eligible for a refund via the website, phone reservation center, or airport ticketing counters and the passenger makes a timely request for a refund, we will provide prompt refunds as follows: 

• For purchases by credit card, we will submit the request for a refund to the credit card issuer within 7 business days of receiving your completed request for a refund. (The credit card issuer will refund the purchase price under the terms of the credit card agreement; your credit card statement may not immediately reflect the refund.) 
• For purchases by cash or check, we will issue your refund within 20 business days of receipt of your completed request for a refund. Refunds must be requested through the phone reservations center. A complete request for a refund may require information including your name, address, credit card number, ticket number, dates of travel, and origin and destination of travel. 
• We will also refund fees charged to a passenger for optional services that the passenger was unable to use due to an oversale situation or flight cancellation.

Please contact your travel agent for refund requests for tickets purchased via a travel agent.

Properly accommodating passengers with disabilities, and other passengers in need of assistance

We are committed to offering convenient and comfortable service to all of our passengers, including passengers who require special assistance.

For passengers with disabilities, we will comply with DOT regulations. We also offer certain services for children traveling alone, passengers who are pregnant or traveling with small children, and other passengers who may require special assistance. While passengers may ask for assistance at the airport, there are, however, certain service requests which require advance notice. Please note that even in cases where advance notice is not explicitly required, we recommend that passengers inform us in advance of any special assistance requests so we can best be prepared to serve you. Such notification will help us plan ahead for your safe and comfortable travel. Please call 1800-874-8875 for further details.

We will make reasonable efforts to meet the requirements of passengers who require special assistance and also to ensure that the requirements of any passengers who require special assistance are met during a lengthy tarmac delay.

Compliance with the Contingency Plan for Lengthy Tarmac Delays

In the event of a lengthy tarmac delay involving a flight departing from or arriving at any U.S. airport, we will make every reasonable effort to meet passengers’ essential needs as described in our Contingency Plan for Lengthy Tarmac Delays.

Treating passengers fairly and consistently in the case of oversales

Occasionally we may not be able to provide a passenger with a seat on a flight, even if he/she holds a ticket and has checked in on time. This is called an “oversale” and can occur for reasons such as safety restrictions on the maximum weight that an aircraft can carry; an unplanned change in the size of the aircraft operating the flight; or if there otherwise are more passengers who have checked in and are prepared to board than there are available seats. Passengers denied boarding or involuntarily downgraded due to an oversale on a flight departing the U.S. are in most cases entitled to transportation on an alternate flight to the final destination and/or compensation, as required by DOT regulations. We will consistently follow DOT requirements and our own policies in the event of an oversale, including by asking for volunteers before denying boarding or involuntarily downgrading any passenger, and by providing a written statement to each passenger denied boarding which describes his or her rights.

Please be advised to arrive at the airport two hours prior to scheduled departure for international flights.

Disclosing cancellation policies, frequent flyer rules and aircraft configuration information

The following information will be available via the website:

• Cancellation policies applicable to each type of ticket fare are displayed when purchasing via the website, and agreed to by the customer at time of purchase.
• The rules and policies for our frequent flyer program.
• Aircraft configuration charts, including the number of seats and the location of lavatories. (Aircraft configuration charts for flights operated by our codeshare partners may be obtained from their websites.) 

Upon request, our phone reservations center can also provide this information, or identify its location on the website.

Providing information about itinerary changes

For flights that depart in more than 7 days, we will notify customers in a timely manner of changes in their travel itineraries (including changes in the scheduled departure time, as well as delays or cancellations) through notification services (including e-mail) to the extent such services are offered by Turkish Airlines, to passengers who register on the website to receive e-mail updates and upon request through the website and the phone reservations center.

Ensuring responsiveness to customer problems

We welcome the opportunity to address the concerns and opinions of our valued customers, while continually striving to improve our service.

Although we will make every effort to respond much sooner, at the very latest we will acknowledge, in writing, all written complaints within 30 days, and provide a substantive response within 60 days, in accordance with DOT regulations. We will also promptly respond to other comments and feedback. Information about how to contact us is available here or by e-mail to You can share your comments, feedback and suggestions via our online feedback form.

Providing services to minimize inconvenience resulting from delays and cancellations

In the event of flight delays, cancellations or misconnections, we will make reasonable efforts to assist passengers in rebooking travel to their destination. As described above in sections 2 and 10, we will promptly notify to passengers of known flight irregularities and itinerary changes. Additionally:

• If rebooking options are not available and you can not arrive at your final destination on the originally scheduled arrival date due to an irregularity under our control, we may, at our direction, offer complimentary overnight hotel accommodations.
• If the cause of the problem is severe weather conditions and/or other issues outside of our control, in most cases complementary accommodations will not be arranged, but we will make reasonable efforts to provide information enabling you to secure your own accommodations.

Notification of Rights under Israel Aviation Services Law 5772-2012

Below are the rights established by the new law that applies to all flights operated to/from Israel as of 16 August 2012

This information is based on Israel Aviation Services Law 5772-2012 in force since 16 August 2012 to all flights operated to/from Israel.

This Regulation applies in the event of denied boarding and of cancellation or long delay of flights provided that: You are the holder of a confirmed reservation on any flight operated by Turkish Airlines to/from Israel, including flights with layovers. The ticket acquired corresponds to a tariff published. You have checked in and arrived at the airport at least 90 minutes prior to the scheduled departure time of your flight.

1. CANCELLATION

If your flight was cancelled (or delayed for more than 8 hours) without prior notice and the cancellation is not due to extraordinary circumstances beyond our control, we shall provide you with:

• Free assistance to make two telephone calls, or to send a fax or an e-mail; food and drink in accordance with the waiting time; in case of an alternative flight - accommodation and transfers, if an overnight stay is necessary.
• A refund of your ticket or an alternative ticket for the e arliest possible date for the contracted destination.
• The corresponding compensation as detailed below:

• However, the amount of compensation shall be reduced by 50% when changing to an alternative flight that will take you to your destination:

- With up to a 2 hours difference for flights of 2,000 km.

- With up to a 3 hours difference for flights of more than 2,000 km and less than 4,500 km.

- With up to a 4 hours difference for flights of more than 4,500 km.

2. DENIED BOARDING

If we have denied your boarding, it will have been as a result of not being able to find enough volunteers willing to opt for our financial compensation in exchange for giving up their seat and transferring to a later flight. Under these circumstances you are entitled to choose between an alternative flight or refund of the consideration paid for the flight and we will award compensation equal to that described in the cancellations table, however, the amount of compensation shall be reduced by 50% when changing to an alternative flight that will take you to your destination:

3. DELAYED FLIGHTS

If the departure of your flight is delayed, we will assist you according to the waiting time, as detailed:

• From 2 to 5 hours:

- Food and drink in accordance with the waiting time;

- Communication services

• More than 5 hours and up to 8 hours: in addition to the aforementioned protection, the following is added:

- The offer of a refund or an alternative flight;

- In case of an alternative flight - hotel accommodation and transportation if an over night stay is necessary.

4. A FLIGHT THAT HAS BEEN BROUGHT FORWARD

• If your flight was brought forward for more than 5 hours and less than 8 hours without prior notice, we shall provide you with a refund of your ticket or an alternative ticket for the earliest possible date for the contracted destination.
• If your flight was brought forward for more than 8 hours without prior notice and the cancellation is not due to extraordinary circumstances beyond our control, we shall provide you with compensation equal to that described in the cancellations table, in addition to the above.

5. CHANGE OF CLASS

If for any reason we are forced to change your Business Class seat for a seat in Economy Class, you shall be compensated, within 21 days, for an amount equal to 80% of the price of your ticket.

This notification contains a summary of the rights to benefits available under the Law. In the event of inconsistency between the terms of this notification and the provisions of the said Law, the provisions of the Law will apply.

Aviation Services Law of Israel 5772-2012: Enacted by the Parliament (Knesset) on the 29 Iyar, 5772 (21 May 2012).

According to Israeli Consumer Protection Law (“CPL”), 5741-1981, any transaction  carried out in a "long-distance sales transaction" (according to the definition of this term under the Israeli CPL) can be canceled within fourteen (14) days of the date of the transaction, or as of the date of receiving the transactions’ summary document (as required under the CPL) and no less than seven (7) days, not being days of rest, prior to the departure date of the first flight on your itinerary.

Subject to the provisions of the Law, if you are a consumer who is “disabled”, “senior citizen” or “new immigrant”, as these terms are defined under the CPL, you can cancel a "long-distance sales transaction" within four (4) months as of the date of the transaction, or as of the date of receiving the transactions’ summary document (as required under the CPL) and no less than seven (7) days, not being days of rest, prior to the departure date of the first flight on your itinerary.

This will apply solely on transactions which included a conversation between yourself and the seller (including a conversation by means of electronic communication). Kindly note that we are entitled to demand documentation to verify your status.

When a cancellation is being made according to the provisions of the CPL as stipulated above, the cancellation fee shall be equal to the lesser between 5% and NIS 100.

When a cancellation under the provisions of the CPL is a result of non-conformance, failure to provide the service at the scheduled date or due to any other alleged breach of contract – you will be entitled to receive a full refund within 14 days from the cancellation notice.

A “long distance transaction” can be cancelled through each of the following methods:

• Orally, through our customer service center, at the telephone number +97236945919;
• By email to: sales.tlv@thy.com

The cancellation notice must contain the name of the customer and the identification number.

NOTICE UNDER AIR PASSENGER PROTECTION REGULATION – CANADA

We are constantly trying to improve our performance when it comes to providing our passengers with comfort and quality service. We attach great importance to providing passengers with easy access to any information they might need about our flights and services.

If you are denied boarding, your flight is cancelled or delayed for at least two hours, or your baggage is lost or damaged, you may be entitled to certain standards of treatment and compensation under the Air Passenger Protection Regulations. For more information about your passenger rights please contact your air carrier or visit the Canadian Transportation Agency’s website.

For full terms and conditions applicable to your carriage please consult our Tariffs.

IS YOUR BAGGAGE DELAYED OR DAMAGED?

Please accept our sincere apologies for the inconvenience caused.

We will do our best to help you find your luggage. If you cannot locate your baggage upon arrival to your destination, or the baggage has been damaged, please contact an agent from Turkish Airlines immediately prior to leaving the airport premises.

• If your baggage is delayed, damaged or lost, Turkish Airlines will refund the fees you paid to check it in, within 30 days of the baggage being damaged, delayed or lost, by the method used for the original payment and to the person who made such payment (see section “Refunds” below for more information).
• A carrier’s liability toward you is limited in respect to destruction, loss, delay, or damage to baggage, to 1,288 Special Drawing Rights (which is approximately CAD2,400) per passenger.

You will be reimbursed for reasonable interim out-of-pocket expenses upon submitting your receipts through baggage irregularity report and follow-up within the above-mentioned limit.

Claims regarding damaged baggage must be submitted no later than 7 days from the date of receipt of your baggage and, in case of delay, claims must be submitted within 21 days from the date on which your baggage was placed at your disposal.

To make a claim regarding any baggage problem you encounter or to track a previous claim, please visit the baggage irregularity report and follow-up page or contact 1-800-874-8875.

Otherwise, you may within 2 years from the date of arrival of the aircraft, or from the date on which the aircraft ought to have arrived.

TARMAC DELAYS

If your flight is delayed on the tarmac, after the doors of the aircraft are closed for take-off or after the flight has landed, we will provide, free of charge:

• If the aircraft is equipped with lavatories, access to those lavatories in working order;
• Proper ventilation and cooling or heating of the aircraft;
• If feasible, the means to communicate with people outside of the aircraft;
• Foods and drink in reasonable quantities, taking into account the length of the delay, the time of day and the location of the airport.

When needed, we will also facilitate access to urgent medical assistance.

If your flight is delayed on the tarmac at an airport in Canada, in addition to the above, we will provide an opportunity to disembark, as soon as feasible or at least three hours after the doors of the aircraft are closed for take-off, or three hours after landing, unless:

• it is likely that take-off will occur less than 3 hours and 45 minutes after he doors of the aircraft are closed for take-off or after the flight has landed and if we are able to continue to provide you the standard of treatment referred to above; or
• disembarkation is not possible for any reason, including reasons related to safety, security, air traffic or customs control.

In case of disembarkation, passengers with disabilities (including their support person, service animal or emotional support animal, if any), will be given a priority.

DELAYS AND CANCELLATION

*This applies to the flights operated by Turkish Airlines and Anadolujet. For flight irregularities on codeshare flights operated by another airline, we ask that you contact the operating airline directly.

1. INFORMATION

If a flight is delayed or cancelled due to an unforeseen problem, we will inform you as soon as possible of the reason for this delay or cancellation, the standards of treatment and compensation to which you may be entitled, and your recourses. Therefore it is of the at most importance that you provide correct contact information when booking your reservation.

Based on the information available, we will also promptly provide timely updates:

• In the case of a delay, at regular intervals of 30 minutes until a new departure time for the flight is set, or new travel arrangements have been made, and
• As soon as possible when new information is available.

2. STANDARDS OF TREATMENT

In case of cancellation or delay due to reasons within our control, including those required for safety purposes, when (1) you have been informed of the delay/cancellation less than 12 hours before departure indicated on our ticket, and (2) you have waited more than two hours after departure time indicated on your ticket, we will provide the following, unless providing this assistance would cause a greater delay:

• Food and drinks in reasonable quantities according to the waiting time;
• Access to a means of communication;
• Hotel accommodation (and transportation) for out of town passengers, in case of overnight delays, subject to availability.

3. ALTERNATIVE TRAVEL ARRANGEMENTS

If your flight has been cancelled, or delayed for 3 hours or longer due to reasons within our control, including those required for safety purposes:

• we will rebook you to your final destination by the next available flight operated by us or one of our partner airlines, which is departing from the airport where you are located within 9 hours of your original departure time and travelling on any reasonable route;
• if this is not possible, we will rebook you to your final destination on a flight operated by any carrier, which is departing from the airport where you are located within 48 hours of your original departure time and is travelling on any reasonable route;
• if this is still not possible, then we will try to rebook you to your final destination on a flight operated by any carrier, which is departing from another airport that is within a reasonable distance of the airport where you are located and which is travelling on any reasonable route. In such cases, we will also arrange for your transportation to that other airport.

If you refuse the alternate travel arrangements offered as travelling no longer serves a purpose, we will refund the unused portion of your ticket and, if you aren’t at your point of origin, we will also provide you with a confirmed reservation to return to your point of origin that accommodates your needs.

If your flight has been cancelled or delayed for 3 hours or longer due to a situation outside of Turkish Airlines’ control:

• we will rebook you to your final destination by the next available flight operated by us or one of our partner airlines, and is travelling on any reasonable air route from the airport where you are located within 48 hours of the departure time indicated on your original ticket;
• If this is not possible, you can choose, at any time before a new reservation is confirmed, between:
  • A refundof any unused portion of your ticket (if you are not at the point of origin indicated on your original ticket and the travel no longer serves a purpose because of the delay or cancellation, we will also provide you with a confirmed reservation to return to the point of origin indicated on your original ticket that accommodates your travel needs); or
  • A new reservation to your final destination on the next available flight operated by any carrier, which is departing from the airport where you are located or another airport that is within a reasonable distance of the airport where you are located, and is travelling on any reasonable route. In such cases, we will also arrange for your transportation to that other airport.

All alternative travel arrangements are provided free of charge.

See more information on our terms and conditions related to Delays and Cancellation in Rule 86 of Turkish Airlines Tariffs.

4. COMPENSATION

In cases where the cancellation or delay of your flight is due to a situation within our control (excluding situations required for safety purposes) and your arrival at your original destination is delayed by 3 hours or more, you will be entitled to receive a compensation if you have not been informed of the delay or cancellation 14 days or more prior to your initial scheduled departure.

Compensation for delays and cancellations is calculated according to your arrival time at your final destination and is:

• CAD400 for delays at arrival between 3 and 6 hours;
• CAD700 for delays at arrival between 6 and 9 hours;
• CAD1,000 for delays at arrival of 9 hours and more.

Compensation will be limited to CAD400 when a refund has been made in lieu of alternate travel arrangements.

Please note that you will not be entitled to a compensation under the Air Passenger Protection Regulations in the following circumstances:

• if the cancellation or delay results from a situation that is outside of our control, such as, without limitation, meteorological conditions or natural disaster, political instability, strikes, ground problems, etc.;
• if the cancellation or delay results from safety requirements;
• if you have been informed 14 days or more prior to your initial scheduled departure of cancellation or delay of your flight;
• If you already received compensation under another passenger rights regime for the same event.

Any claim for compensation should be made within one year of the day on which your flight was delayed or cancelled.

DENIED BOARDING

*This applies to the flights operated by Turkish Airlines and Anadolujet. For flight irregularities on codeshare flights operated by another airline, we ask that you contact the operating airline directly.

Sometimes we may not be able to accommodate all passengers on a flight with confirmed reservations due to operational or inventory reasons.

If you have been denied boarding, we will inform you as soon as possible, of the reason for the denied boarding, the standards of treatment and compensation to which you may be entitled, and your recourses.

1. VOLUNTEERS

In case of denied boarding due to reasons within our control, including those required for safety purposes, Turkish Airlines first ask for volunteers willing to give up their seat in exchange for a confirmed seat on a later flight and a travel voucher.

2. BOARDING PRIORITIES

If the number of volunteers is not sufficient, we may deny boarding to passengers holding a confirmed reservation in accordance with our company’s policy on denied boarding priority.

Turkish Airlines will give priority boarding to the following passengers:

• Unaccompanied minors;
• Passengers with disability and their support person and/or service animal;
• Passengers traveling with family members;
• Passengers that were previously denied boarding on the same ticket provided that the airline is informed.

3. STANDARD OF TREATMENT

If you are denied boarding for a situation within our control, including one required for safety purposes we will provide you with the following before you board your next flight, unless this would further delay you:

• food and refreshments according to the waiting time;
• access to a means of communication; and
• Hotel accommodation (including transport) if an overnight waiting period is necessary for out-of-town passengers, subject to availability.

4. ALTERNATIVE TRAVEL ARRANGEMENTS

If you’re denied boarding, we’ll rebook you on an alternative flight to your destination at the earliest opportunity.

If you have been denied boarding for reasons within our control, including those required for safety purposes:

• we will rebook you to your final destination by the next available flight operated by us or one of our partner airlines, which is departing from the airport where you are located within 9 hours of your original departure time and travelling on any reasonable route;
• if this is not possible, then we will rebook you to your final destination on a flight operated by any carrier, which is departing from the airport where you are located within 48 hours of your original departure time and is travelling on any reasonable route;
• if this is still not possible, we will try to rebook you to your final destination on a flight operated by any carrier, which is departing from another airport that is within a reasonable distance of the airport where you are located and which is travelling on any reasonable route. In such cases, we will also arrange for your transportation to that other airport;
• If you refuse the alternate travel arrangements offered as travelling no longer serves a purpose, we will refund the unused portion of your ticket and, if you aren’t at your point of origin, we will also provide you with a confirmed reservation to return to your point of origin that accommodates your needs.

If you have been denied boarding due to a situation outside of Turkish Airlines’ control:

• we will rebook you to your final destination by the next available flight operated by us or one of our partner airlines, which is traveling on any reasonable route and departing from the airport where you are located within 48 hours of the departure time indicated on your original ticket;
• If this is not possible, then we will try to rebook you to your final destination on the next available flight operated by any carrier, which is departing from the airport where you are located or another airport that is within a reasonable distance of the airport where you are located, and is travelling on any reasonable route. In such cases, we will also arrange for your transportation to that other airport;
• If you refuse the alternate travel arrangements offered please note that any refund is subject to Turkish Airlines Tariffs.

All alternative travel arrangements are provided free of charge.

5. COMPENSATION

In cases where you have been denied boarding for a reason within our control (to the exclusion of situations required for safety purposes), we will provide the following compensations as soon as it is operationally feasible, but not later than 48 hours after the time of the denial of boarding:

• CAD900, if the arrival at destination is delayed by less than 6 hours;
• CAD1,800, if the arrival at destination has been delayed between 6 to 9 hours;
• CAD2,400, if the arrival at destination has been delayed by 9 hours or more.

Please note that you will not be entitled to a compensation under the Air Passenger Protection Regulations if you have been denied boarding in one of the following circumstances:

• if you have been denied boarding for a situation that is outside of our control or required for safety purposes;
• if you haven’t fully complied with our check-in requirements or if you aren’t acceptable for transportation under our rules and practices. For more information on refusal to transport and check-in requirements, see our international Tariff (Rule 25 and 60);
• if you already received a compensation under another passenger rights regime for the same event.

For more information, you can consult Rule 86 of our Tariffs.

REFUNDS

In all cases where you are provided with alternative travel arrangements in accordance with the above-mentioned rules, we will also refund:

• the cost of any additional services purchased in connection with your original ticket if you did not received the services on the alternate flight or if you had to pay a second time to receive those services;
• the difference in the cost of the applicable portion of the ticket, if the alternate flight was provided for a lower class of service than the original ticket.

All refunds mentioned in the above rules will be provided within 30 days of the event giving the right to a refund and will be paid by the method used for the original payment and to the person who purchased the ticket, baggage fee or service unless:

• the person receiving the refund has been informed in writing of the monetary value of the original ticket or fee and their right to receive a refund in that amount by the original payment method;
• the refund is offered in another form that does not expire; and
• the person confirms, in writing, that they have been informed of their right to a refund by the original method of payment and instead have chosen to receive the refund in another form.

YOUR RECOURSES:

Should you wish to provide feedback or file a complaint in relation to a delay, cancellation or boarding denial, please complete our form: https://www.turkishairlines.com/en-ca/any-questions/customer-relations/feedback/

You may also file a complaint with the Canadian Transportation Agency: https://rppa-appr.ca/eng/file-air-travel-complaint

SEAT ASSIGNMENT TO CHILDREN UNDER THE AGE OF 14 YEARS

Turkish Airlines will do its best to ensure that children under the age of 14 years are seated next to their parent, guardian or tutor.

Whenever possible:

• Children under 5 years old will be seated in a seat that is directly adjacent to their accompanying adult’s seat;
• Children between 5 and 11 years in a seat that is in the same row and not separated by more than one seat from their accompanying adult’s seat; and
• Children of 12 and 13 years in a seat that is in a row that is not separated by more than one row from the row where their accompanying adult is seated.

In order facilitate the free allocation of a seat to a child under the age of 14 years in close proximity to its accompanying adult, Turkish Airlines will try to assign a seat to children before check-in. When seats are not assigned to children prior to check in, Turkish Airlines will inform the passenger before check-in that it will try to facilitate the seating of children in close proximity to their accompanying adult and will try to proceed to this assignment at the time of checking. If this is not possible, then Turkish Airlines will ask for volunteers to change seats at the time of boarding and, if required, Turkish Airlines will make another request for volunteers prior to take-off.

See more information on seat assignment to children in Rule 60 (D) .

OUR TARIFFS

For full terms and conditions of carriage applicable to our air services for travel between Canada and a foreign country/region please visit our Tariffs.

*Tariffs are subject to change without notice.