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.
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.
You will be reimbursed for reasonable interim out-of-pocket expenses upon submitting your receipts through baggage irregularity report and follow-up.
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.
*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.
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 case of cancellation or delay for safety purposes or due to reasons within our control, 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:
If your flight has been cancelled, or delayed for 3 hours or longer due to reasons within our control including for safety purposes:
If your flight has been cancelled or delayed for 3 hours or longer due to a situation outside of Turkish Airlines’ control:
See more information on our terms and conditions related to Delays and Cancellation in Rule 86 of Turkish Airlines Tariffs
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 of cancellation or delay of your flight.
Compensation for delays and cancellations is calculated according to your arrival time at your final destination and is:
Compensation will be limited to $400 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:
Any claim for compensation should be made within one year of the day on which your flight was delayed or cancelled.
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.
In case of denied boarding, 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.
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 in case of denied boarding priority.
Turkish Airlines will give priority boarding to the following passengers:
3.STANDARD OF TREATMENT
If you are denied boarding for a situation within our control or for security reasons, we will provide you with the following before you board your next flight, unless this would further delay you:
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 safety purposes or due to reasons within our control:
If you have been denied boarding due to a situation outside of Turkish Airlines’ control:
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:
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:
For more information, you can consult Rule 86 of our Tariffs.
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.
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.
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.