Through our customer-focused approach in passenger transport operations, we ensure that customers can share all their feedback easily and accessibly across multiple communication channels, without expecting any financial benefit in return. At Turkish Airlines, we proactively hear out our customers, follow through the necessary compensation claim procedures which are in accordance with local and international legal regulations, relevant legislations, civil aviation rules, and our documented policies, and meticulously assess and resolve feedbacks.

We perceive, define, analyze, direct, and resolve customer feedback and complaints based on principles of transparency, accessibility, responsiveness, objectivity, confidentiality, and accountability, and inform our customers of solutions as quickly as possible. We analyze the information gained during feedback management, procure necessary resources, and continually enhance the travel experience.

You can access the full policy here.