Disabled female passenger receiving special service at THY istanbul airport check-in counter

Patients and disabled passengers

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Dear Passengers,

In addition to current standards, we have improved our services to make sure you have a safe and healthy journey during the COVID-19 process. Please visit the travel information page for current applications and measures we have implemented.

We pay extra attention to patients, disabled passengers and passengers with limited motion capability and are determined to provide them with maximum comfort during travel. If you are a passenger with limited motion capability or a patient without any restrictions for travelling, you can be sure to enjoy a smooth and comfortable flight.

Which passengers are allowed on board?

To avoid health related risks for our other passengers during the flight, we cannot allow certain travelling patients on board due to international flight rules.

Any sick passengers that do not have any contagious diseases or travel restrictions are allowed on board, provided that they can produce a medical report made within 10 days before the flight stating that there is no harm in travelling by airplane.

Our passengers with disabilities and temporary limited motion capability are allowed on board either alone or with a companion, depending on their medical condition.

Which passengers are required to travel with a companion?

Our physically handicapped passengers who can attend to their own personal needs during the flight can travel alone without a companion. However, our passengers who cannot attend to their own personal needs must be supervised by a companion during the flight. Our mentally handicapped passengers must be supervised by a companion at all times during the flight.

Passengers requiring travel companion
Situation	Must travel with a companion	Can travel without a companion	Description
Sick passenger who can attend to his/her personal needs on his/her own		X	Can travel only with a medical report taken within 10 days before the flight.
Passenger with disability who can attend to his/her personal needs		X	No medical report is required
Mentally handicapped passenger	X		No medical report is required, all travel documents must be carried by the companion.
Visually impaired passenger		X	No medical report is required
Hearing-impaired passenger		X	No medical report is required
Hearing-impaired and visually impaired passenger	X		No medical report is required
Passenger with one broken leg		X	No medical report is required
Passenger who is mobile only with the help of a wheelchair		X	No medical report is required

_{*Passenger who can move without the assistance of cabin crew and has a crutch in case of an emergency or necessity}

Sick or disabled passengers at the airport

We transfer our passengers who require a stretcher or wheelchair from the airplane to the airport and from the airport to airplane with the assistance of our attendants. You must request a stretcher or wheelchair via our reservation channels no later than 48 hours before the flight.

Upon request we give priority to our disabled passengers as well as to all passengers who might need special services during check in, passport and boarding procedures. There is a special check-in counter in Istanbul Airport for such passengers.

Passengers in need of special services are required to contact us through the special service points.
Passengers who require a wheelchair must submit a wheelchair request at least 48 hours before the flight. Upon request approval, wheelchairs are provided to passengers free of charge. Wheelchair requests received within 48 hours of the flight are subject to availability.
Depending on availability, disabled passengers and passengers with limited mobility are assigned front seats. Also, disabled passengers and passengers with limited mobility are assigned window seats.
Whenever possible, disabled passengers and passengers with limited mobility are offered priority boarding.

Visually impaired and hearing-impaired passengers

Our visually or hearing-impaired passengers can travel alone without requiring a medical report. However, passengers with both visual and hearing disability must travel with a companion.
Guide dogs accompanying our disabled passengers are allowed on board for free of charge. You need to make a reservation for emotional support dogs no later than 48 hours before the flight reservations for guide dogs are also strongly suggested. These dogs are allowed on board without a pet carrier, but must remain by their owner's feet. Please visit our related page to get more information.
Guide dogs must have valid medical documents, ID cards and vaccination certificates. Furthermore, if the destination country requires additional documents, you must complete these and provide them in full.

Passengers who are required to fly with medical equipment and take medication during the flight

Some of the medical equipment you might need during the flight is available in our cabins. You may also use your own medical equipment during the flight.

Oxygen tubes

For security reasons you are not allowed to use your own oxygen tank during the flight; however, we will provide oxygen tank with a medical certificate with the amount per minute stated on your medical report. The oxygen inquiries should be placed at least 48 hours before the flight.

Respirators

In case you are traveling with personal respirator/ POC/CPAP machine please make sure that the device is FAA approved. You may use your own devices whenever you need to, except during take-off and landing.

Medications

Our passengers with diabetes may take their relevant medications without producing a report.

Our passengers with medical conditions other than diabetes who are required to take medication during the flight must keep their prescriptions with them.

Complaints Resolution Official (CRO)

During your U.S. flights (to and/or from), in case you encounter a disability related problem, you may request to speak to a Complaint Resolution Official (CRO). Our CRO team has authority to resolve complaints on behalf of Turkish Airlines, and the team members have been trained in sensitivity and awareness as well as related DOT regulation and legislation specified in “U.S Department of Transportation Title 14 Chapter II Subchapter D Part 328 Subpart K”. CRO’s are available at the airports during operation hours. In case you have no time to contact a CRO, you may send an e-mail to CRO@THY.COM so that your issue gets the attention needed. Please visit this page to see our complete list of CRO’s. CRO service is available in both English and Turkish.

If you think Turkish Airlines has violated any provision of 14CFR Coder of Federal Regulation, Part 382, you may file a formal complaint under the applicable procedures of 14CFR Part 382.65 via the following channels:

Via Mail:

U.S. Department of Transportation Aviation

Consumer Protection Division/C-75400

7th Street, SW

Washington, D.C. 20590

1-202-366-2220

Via online channel:

Aviation Consumer Protection Division >>

Air Carrier Access Act (ACAA)

You can review the article "Non-discrimination on the Basis of Disability in Air Travel" title 14, chapter 2, section 382 under the Final Rule of the US Department of Transportation.

You can access the Department of Transportation's regulation via the following channels.

Free phone numbers for passengers with disabilities:

1-800-778-4838 (voice)

1-800-455-9880 (TTY)

Phone numbers for the US Aviation Consumer Protection Department:

202-366-2220 (voice)

202-366-0511 (TTY)

Address of the US Aviation Consumer Protection Department:

C-75, U.S. Dept. of Transportation

1200 New Jersey Ave., SE.

Washington, D.C. 20590

Website of the US Aviation Consumer Protection:

http://www.dot.gov/airconsumer

Disabled passengers travelling with a guide dog

Guide dogs accompanying our disabled passengers will be accepted on board free of charge. However, you must inform our sales offices or call centres about your guide dog request at least 48 hours before the flight. Your guide dog must stay leashed and must remain sitting at your feet at all times during the flight. In addition, you are required to keep all of your guide dog's necessary documents with you, such as a health report, ID, vaccination certificate and other documents required by the destination country.

Learn more>>

Sick passengers may only attend flights if they can provide a medical report. This report must be in English or Turkish, must have been issued within 10 days before the flight and must state that flying does not pose a risk for the passenger.

Passengers with medical conditions or disabilities may travel alone if they can attend to their personal needs on their own.

Our passengers with a medical condition or limited motion capability are required to make their reservations at least 48 hours before the flight. Otherwise it may only be possible for us to serve our travellers as far as we are able, which may result in long waiting times.