OUR CUSTOMER SATISFACTION POLICY
During the course of our customer-oriented passenger transport operations, Turkish Airlines provides communication channels to help customers pass on their views, complaints, suggestions, and appreciation. We take careful note of all comments, regardless of any expectation of economic returns. We operate a compensation scheme to ensure customer satisfaction, evaluating customer feedback to find solutions and taking into account statutory national and international conditions, legislative requirements, civil aviation rules, and documentary evidence gathered by our partnership.
We take a customer-oriented approach to dealing with customer complaints. The processes of awareness, recognition, analysis, guiding, solution-finding, and customer follow-up are managed in line with the principles of transparency, accessibility, responsiveness, objectivism, confidentiality, and accountability. The information we gain from the process contributes to our aim of continuous improvement.
We are continually improving our procedures by utilizing customer and employee feedback as well as suggestions from our other stakeholders. We provide all the resources necessary in order to develop our products and services in line with the expectations and needs of our customers.