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.Notifying passengers of known delays, cancellations, and diversions
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:
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:
Los Angeles: firstname.lastname@example.org
New York: email@example.com
San Francisco: firstname.lastname@example.org
Washington, DC: email@example.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.
Please note: Only ticket purchases made on or before April 1, 2019 may be refunded within 24 hours of making the reservation.
Effective for Purchases made on or after April 2, 2019:
Turkish 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. 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:
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:
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: