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BOOKING RULES FOR AGENCIES

Turkish Airlines debit memo/booking regulations

Turkish Airlines shapes the proper utilization on general distributing systems in line with booking rules in order to protect agencies from penalty and sanctions applied by the airline and are binding for all IATA and non-IATA agencies.

Agencies’ responsibility starts once they reach the Turkish Airlines reservations system. Agency employees are obliged to be knowledgable about Turkish Airlines applicable rules and workflow.

We urge all Travel Service Provider reservation staff to strictly follow procedures and regrettably non-compliance of these rules will result with debit to the service provider. Travel Service Provider will also be prohibited from selling Turkish Airlines inventory. Rules which are related to reservations and ticketing done by the agencies are indicated in 830d, 824, 850m instructions of IATA with all details. Agencies have to conduct ticketing according to IATA General Rules and also fares, notifications and regulations published by Turkish Airlines.

Turkish Airlines holds the right to apply changes to its Debit Memo/Booking policy without notifying beforehand therefore it is under the responsibility of Travel Service Provider to update its employees of regulations. Turkish Airlines can apply below mentioned ADM amounts to all booking practices which are not applicable rules and workflow.

It is advisable to follow the below mentioned rules to maintain a good level of service for all business partners.

1. DEFINITIONS

Speculative / Fictitious Boking: Bookings made in an anticipation of a sale where no definite passenger exists / or for productivity purposes where no definite passenger exists by using fake names.

Adminstrative Booking: Bookings created for testing/agency training/business tracking services (printing itineraries or invoices)

Churning: Segments that are repeatedly cancelled and rebooked to circumvent time limits or to meet GDS productivity

Duplicate Bookings: Booking more than one segment/PNR for same passenger for same/different route.

No-Show: Inventory spoilage caused by a person who reserves a seat on a flight but neither it is attended nor cancelled.

Passive Booking: Non-active booking entered in the GDS to issue ticket for active booking originally hosted in the airline system

Inactive Booking: Segments in PNR with status code PN, HX, UN, NO, SC, TK, UC, US or WK.

Travel Service Provider: Agency or any entity booking the reservation on behalf of passenger.

2. ADM TYPES

2.1. Speculative /Fictitious Bookings ;

ADM is issued / 35.-EUR flat fee to all booking practices listed in below will be collected.

  • Post departure bookings.
  • Bookings made with fake names. Not limited to but such as surnames ABC/FGHJK/. Initials like A/B/C . Names of celebrities.
  • Impossible Bookings : Itinerary with bookings illogical for passenger to meet such as multiple destinations, bookings with connections that depart before arrival of the inbound flight.
  • Booking created to block the space or to reach the GDS designated productivity count, if there is no definite passenger.
  • Open segments entered for other that of ticketing purposes.
  • Repeatedly cancelled and rebooked to circumvent the time limits or to meet GDS productivity.
  • Repeatedly high cancellation ratio.
  • Remarkable amounts of unticketed and cancelled bookings made within 24 hours of flight departure (same day bookings)

2.2. Passive Bookings

ADM is issued / 35.-EUR flat fee to all booking practices listed in below will be collected.

  • Passive segment may be entered only for ticketing purposes when booking is made through the airline system otherwise it is subject to ADM.
  • Passive segments must not be used to create a copy of a PNR when passenger requests an invoice or itinerary. For keeping copy of an itenerary please use the GDS entries under Item 2.4.
  • All NO status codes must be deleted from PNR as this booking is rejected by airline.

All “NO” status codes must be deleted from PNR as this booking is rejected by airline. Travel service supplier will recieve NO status code for airline upon the below circumstances:

NO status code
Status Explanation
NO Ticketing Authority This message is only sent to non-accredited agencies.
NO Matching PNR Found This message is sent when the passive segment does not match any record in the airline’s system.
Spelling Error Correct Name Passenger’s name should be entered accordingly to the active booking created in the airline’s system.
PNR Is Under Control Of Another Agency Active booking held in the airline’s system has been created by another agency. The booking should be queued to agency for ticketing, provided that both agencies are using the same GDS.
Class Mismatch Cancel And Verify The class of the passive segment does not match the class of the original booking.
Holding Active Booking From You Active segment held in the airline’s system is originally created by the same agency. Agency should issue ticket off the active record.
PL Segments Are Not Accepted Passive waitlists are not accepted, as passive segments are only to be entered to issue ticket for confirmed segments.
Passive Segment Message Previously Received This message alerts agent that the segment has already been entered and accepted.
No Exact Match Pls Verify The number in the party does not match the record held by the Turkish Airlines.
Active Segment In The Airline’s System Is Waitlisted Agency cannot enter passive segment until the waitlisted segment has been confirmed.
Invalid Airport Code Cancel And Verify Agency has entered a passive segment with a wrong airport code / city code.
Flight Number Mismatch-Cancel And Verify Flight number of passive segment does not match the flight number in the airline’s system.
There Is An Active Booking On The Same GDS Another agency has originally created the active PNR
Active PNR Is Cancelled In Airlines System Active booking has been cancelled in the airline’s system. Please check the original PNR.
Name Mismatch-Cancel And Verify When the names in the PNR do not match the names received previously. Mismatch exceeds 2 characters (two letters)
2.3. Duplicate Bookings ;

A booking more than one reservation for the same passenger within one or more GDS created by the same agency The following bookings are considered duplicate bookings ADM is issued / 35.-EUR flat fee will be collected.

The same flight number on the same or different date. Flight segments in a PNR are active or passive.

Different flight numbers for the same city pair for the same or for a different date.

Different destination point on the same or different date.

Same or nearby airport.

Similiar itinerary booked on other airline/codeshare airline /joint venture airline and Turkish Airlines

2.4. Test Bookings

Bookings created in a live mode for agency training/ business tracking purposes / obtaining customer visa are considered test bookings ADM is issued /35.-EUR flat fee will be collected.

Test Bookings information

Segment/Status Codes
Sabre YK Status Code 0TK006J01NOVORDISTYK1
Amadeus Ghost Segment SSTK108Y12JULISTESBGK1/08000900/PNR NO See Help Pages: HE SS,MS625
Worldspan Travel Segment (From availability screen) 01Y1@TVL See Help Pages: HELP TVLC
Galileo Tour Segment 0TURTKBK1IST26NOV-FREE FORMAT See Help Pages: H/AUXS
2.5. Inactive Bookings

Agent should monitor the queues regularly and remove all inactive segments. All inactive segments must be removed 24 hours prior to departure time. The following bookings are considered inactive bookings ADM is issued /35.-EUR flat fee will be collected.

  • All unremoved inactive HX,UN,UC,NO,SC,TK,US,PN or WK status codes in a PNR.
  • All unremoved waitlisted segments which are no longer needed .When the desired waitlisted segment is confirmed, others must be canncelled.

2.6. Sytem Abuse/Married Segment Violations

System Abuse / Married Segment violations are being monitored by Turkish Airlines and the bookings created and/or ticketed accordingly will be sentenced to ADM. Following fee will be collected from the creator-owner /ticketing agencies.

  • For Domestic Bookings (to/from Turkey) created via Agencies in TR market 500.-TRYper passenger / per PNR
  • For Continental flights created by System Abuse / Married Segment violations (to/from Asia, Europe, Middle East, Africa) 500.-EUR per passenger / per PNR
  • For Intercontinental flights created by System Abuse / Married Segment violations (to/from America, Far East) 1000.-EUR per passenger / per PNR

Besides having an ADM , the agencies responsible for such abuses may also be blacklisted for using Turkish Airlines’ services ;such as availability display, booking and ticketing. In case the creator/owner and the ticketing agencies are different , both agencies will be sentenced to such penalty.

2.6.1. Married Segment Violations

The following are considered “Married Segment Violations”.

  • Manipulation on married segments.
  • Partial cancellation of any married segment made against rules
  • Any activity to use fake flights/destinations in order to book for lower classes for the desired segments.

2.6.2. Sytem Abuse

All the transactions made intentionally to be able to retrive confirmed space for the lower fares/closed classes will be considered as “System Abuse” and those agencies responsible for such transactions will be restricted to display or sell any Turkish Airlines service/flight.

A few examples are given below which should not be considered as the whole group of system abuses;

  • To send the oubound flight first in order to change the point of commencement of the whole journey,
  • To hold the sell transaction for a long time before EOT in order to be able to cause a link down , etc.

We would like to mention once again about that “system abuse” is not limited to the two examples given above, but just two of them.

2.7. High ratio of ‘No-Show’ Bookings

For such abuses, responsible agency will be subject to an ADM that will be calculated as the highest fare on the related route. Any kind of ticketing causing remarkable no-shows, such as but not limited to ;

  • No-shows occured for the segments created in order to be used just for ticketing the whole itinerary with a lower fare.
  • Remarkable amount of no-shows occured within a certain or different flights, etc.

2.8. Uncommitted Bookings

Uncommitted Bookings are bookings not finalized with EOT (End of Transaction). If they are held longer than the usual time necessary to close the sale, seats are blocked in our flight inventory and TK risks not able to sell such seats. Without creating a PNR to hold or block a seat on a flight inventory is considered as abuse and will be sentenced to ADM. 50.-EUR flat fee will be collected per seat.

2.9. Hidden Groups

Booking 10 or more passengers on at least one common flight segment within their itinerary shall be requested as a group booking. Booking them in two or more individual PNRs is considered as “hidden” group, which is not allowed..Such bookings are subject to ADM. 50.-EUR flat fee will be collected per seat /per PNR

Passive Group Reservations

In order to avoid any rejections when issuing individual tickets with a passive status code for active group bookings held in Turkish Airlines reservations system, it is mandatory to add a *TCP*(to complete party) information to the passive PNR.

Please use the following *TCP* format prior to *EOT* entry 3OSI TK TCP30 (nbr.of psgrs in the group), GROUP NAME

2.10. Special Time Limit

Agency who has been offered by “special time limit” must issue the tickets according to this time limit requriements otherwise this privilege will be cancelled and will be sentenced to ADM. 50.-EUR flat fee will be collected per seat/per PNR

3. TIME LIMIT AND TICKETING RULES

  • Avoid “Churning”, excessive and repeated booking and cancelling of segments to circumvent time limits or to meet GDS productivity
  • Avoid “No-Shows”; Inventory spoilage caused by agents failure to issue ticket and/or cancel unticketed reservations. Avoid questionable cancellations prior to the scheduled flight.
  • Time limit requirements and fare rules must be adhered to and ticket must be issued according to the booking status. Confirmed status may not be used unless received from TK
  • Avoid confirmed ticket issued for a unconfirmed booking.
  • Agent must not create a PNR in order to check the fare and other information.
  • Agent must not book itinerary in one class of service and issue ticket in another class of service.
  • Ticketing must be done in the same GDS in which the original booking is made.
PNR transfer entries
Sabre 6*TA/PCC (see F*SQLRT for details)
Amadeus ES PCC-B
Galileo QEP/PCC
Worldspan QEP/PCC
**PCC PCC is the agency’s city code defined by a GDS.

Ticketing rules

TURKISH AIRLINES REFERENCE GUIDE FOR ADM (Agency Debit Memo) PROCEDURES

Dear Travel Partner,

Turkish Airlines provides you this document about our ADM policy in an effort to take down your costs and efforts and to offer you the best possible service.

We would like you to know that our agencies’ satisfaction is our top priority. Hence, we do our best to cut your ADMs as a result of reservations, ticketing and your other transactions via IT developments and by providing you comprehensive information.

We aim to provide you a comprehensive and detailed basis about our ADM policy for you so that you avoid possible incorrect transactions.

Please study this booklet below to make sure that your transactions would hold error-proof. We thank you for your support and co-operation and look forward to assisting you in case of any further queries.

Ticket rules booklet - General applications Read more >>

1.1.Contact

You can send e-mails to ADMDISPUTE@THY.COM for your ADM related enquiries.

1.2.Time Limit to Issue ADM

For IATA and ARC agencies, time limits determined by these institutions will be applied. Turkish Airlines issues ADMs within 9 months after the last date of travel for sales transactions/the refund date for refunded tickets. For non-IATA agencies ADMs will be issued within 1 year after the last date of travel/refund date.

Time limits in ADM issuance do not infringe upon Turkish Airlines right to issue/collect ADMs without being subject to any time limits in case of fraud and fraudulent transactions unless there are other restrictions (legal, administrative, commercial) as those time limits have been set to accomplish the audit.

1.3. ADM Disputes

ADMs will be communicated via BSPLINK for BSP agencies and Memo Manager for ARC agencies and via e-mail for non-IATA agencies.

Mind the following terms in case of ADM disputes:

  • Disputes should be raised within 14 days once the ADM is communicated with you. Otherwise, ADMs will be finalized and collection processes will be started immediately.
  • There have to be supporting documents&information for disputes and details should be stated.

It is of great importance that you should contact your sales offices before utilising the SPCR which credits the agencies’ accounts in case of failure to consent with the airline once the dispute process is over.

1.4. Minimum ADM Fee

Turkish Airlines can determine a minimum ADM fee that it does not issue ADMs under this amount. However, in case agencies circumvent this rule by leading to discrepancies under this fee over and over, this rule will not be applied. In this case, a single ADM might be issued by uniting all ADMs within the same reporting period. In case of missing tax and missing commissions, minimum ADM fee might not be applied.

1.5. Service Charge

Sevice charge of 15 EUR will be applied for each and every final ADM once the dispute process is over. The following terms will be applied for the service charge:

  • For repeated transactions that do not breach the minimum ADM amount, a service charge of 50% of the repeated ADM amount will be applied.
  • Service charge will be added on the discrepancy and both the service charge and the ADM will be cancelled in case the ADM is invalid and null.
  • Service charge of 15 EUR will also be applied for ACMs for which Turkish Airlines is not operationally responsible. In this case, service charge will be deducted from the ACM amount.
  • Service charge can not be more than the ACM amount. Service charge equal to the amount of the bank commision will be applied for chargeback ADMs.

1.6. Transactions Based on Documents

Business partners/agencies are responsible to keep the documents for 1 year and to present the documents within 20 days once the audit department wants to audit them in case of tickets that require a document such as death, denied boarding, FFP award tickets etc.

Business partners/agencies are also responsible to keep a copy of the documents that provide a basis for the discount for 5 months and to present them within 20 days for discounted tickets if the audit department wants to audit them.

Failure to present the documents or to present invalid documents will eventually lead to ADMs that the difference between the discounted fare and the regular fare will be issued as an ADM.

1.7. Fraud and Fraudulent Transactions

If it was found out that the fraudulent transactions are done by business partners/agencies, “FRAUD PENALTY” up to 10 times the amount of the discrepancy will be applied. Fraudulent transactions with respect to ticketing will be penalised as follows:

  • In case of failure to present the relevant discount documents: 2 times the amount between the discounted fare and the regular fare for discounts based on documents,
  • In case fake/invalid documents are presented: 3 times the amount between the discounted fare and the regular fare for discounts based on documents,
  • In case reservations&ticketing systems are abused (such as filling up the flight via fake ticket numbers, holding low classes via VOID): 2 times the discrepancy,
  • In case expired/flown tickets are used to abuse: 2 times the discrepancy, In case fake/invalid fare notes and waivers are used: 3 times the discrepancy will be applied.
  • In case of recurrence of fraud and fradualent transactions penalties are charged up to 10 times

“FRAUD PENALTY” will be added upon the ADM amounts.

Ticket rules booklet - Rules for sale processes Read more >>

2.1. Ticket Validity

Unless otherwise specifically provided in the fare note, the validity for totally unused tickets is one year starting from the issue date of the original ticket and for the partly used tickets it is 1 year from the first date of travel. Ticket can be used depending on the fare validity (maximum stay) once travel starts.

Unless otherwise stated in the applicable fare notes; for the unused ticket, the validity, in case of re-issuing new ticket, is 1 year starting from the first flight day. If new ticket is not used and is issued as an open ticket, the validity of the new ticket shall apply starting from the new issue date and it is 1 year again.

In case of re-issuing the new ticket once again (i.e. re-issuing the same ticket for 2 times over and over) the validity of the new ticket is again 1 year starting from the issue date if it is an open ticket and again 1 year starting from the date of first flight if it is not an open ticket.

Example 1

Totally unused ticket issued on 08JUN12

presented for reissue on 06JUN13

for a travel commencing on 07 JUN 13 Such ticket will have a validity till 07 JUN 14

Example 2

Totally unused ticket issued on 08JUN12

presented for reissue on 08JUN13

for a travel commencing on 12OCT13

Such ticket will have a validity till 12OCT14

2.2. Rules for Rebooking and Rerouting

2.2.1. Changing of Domestic Flights in International Tickets

In case of adding into a domestic segment or removing from a domestic segment from an international ticket;

In case of rebooking (*) or rerouting (*) a domestic segment of an international ticket;

  • If the fare notes allow changes without penalty; if any penalty, collect fare and tax difference.
  • If the fare notes do not allow changes without penalty, then the penalty should not be collected only for the domestic flight. If penalty is applicable, fare and tax difference should also be collected.
  • If the fare notes do not allow any change, then should not be changed.

Note that if there is “no-show” in the domestic part of an international ticket, then all “no-show” restrictions have to be applied under all circumstances.

  • With a ticket issued in economy and comfort class, a passenger can be permitted to switch to a higher class (business class) on the same date and in the same flight by reissuing the ticket provided that the fare difference is paid. In this case, change penalty should not be collected, if there is. (This does not cover special upgrade promotions which are planned for comfort and business class upgrades at various times.) In case of other changes, current applications should be kept. (Domestic tickets issued in TRY, Miles & Smiles tickets and all non-revenue tickets are out of scope.)
  • Unless otherwise stated in the fare notes, exchange penalty for an adult is exactly the same for a child. In case of exchange, the penalty shall not be collected for an infant passenger if he does not take up a seat.

(*) In case O&D system does not allow partial cancellations, related fine should be collected if the international flight is affected by the cancellation and the date as well as the time of the international flight changes. It is because of the fact that this kind of change in not a change in the domestic flight any more. However, the relevant fine will not be collected as long as the date and the time of the international flight remains unchanged even if the class changes in the recent flight.

Example: Original flight

1 TK2159 Y TU 25JUN ESBIST HS1 X 1700 1805 Y M01.1E

2 TK1029 W TU 25JUN ISTSOF HK1 1935 2055 Y M01.2E

In case of cancellation of domestic segment by X1

PARTIAL CANCELLATION IS NOT ALLOWED FOR THIS MARRY GROUP

In case of conveying a domestic flight to another one such as .1/TK2117;

REQUESTED CLASS IS NOT AVAILABLE FOR THIS MARKET

If the system rejects the cancellation through warnings above, as a final applicable resolution:

.1OX

0TK2117Y25JUNESBISTNN1

With this entry, the new flight is found by RTDP and the former flight is cancelled as below:

RTDP DENIED - OX CONDITIONAL MARRIAGE CANCEL

This means that cancellation of a domestic segment alone is not accepted as an appropriate application by O&D system. Married segments must be cancelled all together and should be reissued. As a result of this, if no seat in the same class is left behind and a different class is accepted, fine will not be collected.

1 TK2117 Y TU 25JUN ESBIST HS1 X 0800 0905 Y M01.1E

2 TK1029 S TU 25JUN ISTSOF HK1 1935 2055 Y M01.2E

2.3. Rules for Exchange Applications

Exchange is converting a totally unflown ticket to a new ticket as a result of the passenger’s request for a change of flight number, date, route, class or cabin. Exchange is conducted on the basis of applicable IROE and fares of new flight on the date of the transaction.

  • If fare notes include the fare note “New fare may be equal or higher” for a totally unused ticket; even if the fare of the new international journey is lower, new journey will be reassessed on the basis of equal or higher fares. Since it is not possible to refund by lowering fares, you should conduct your transaction with equal or higher fares. (Passenger can be advised so if refunding the ticket and issuing a new ticket is in favor of the passenger).
  • If fare notes include the fare note “New fare may be lower, equal or higher” for a ticket to be exchanged, “refund EMD” can be issued in case the class of lower fare is available. The amount to be refunded is calculated in the currency of the original ticket and is exchanged to the currency of the transaction by applicable exchange rates of the sales office (FZS). Then EMD can be refunded.
  • In case both refund and ADC (additional collection) occur after reassessment, EMD will be issued without netting. The passenger can pay the ADC by any kind of form of payment he prefers.
  • If there is any outstanding balance as a result of exchange, then EMD can be issued both for TK and agency tickets. Such EMDs are valid only for refund applications and they can be refunded in 2 years starting from the issue date of the original ticket.
  • While exchanging a ticket, even though the local fares of new ticket and original ticket are the same, there can exchange rate differences. In such cases, if the exchange rate is higher, it should be collected. If it is lower, it should be refunded to the passenger. Tax on the ticket having the same level and the same codes are subject to the same application. Higher amount of tax should be collected and lower amount of taxes should be refunded to passenger.

Example: USD 15.00 TR tax equals to TRY 26.80 on 11th April (issue date of the original ticket) and USD 15.00 TR tax equals to TRY 28.47 on 12th June (exchange date) If the difference between new and the original fare and the difference between new and the original tax level are positive, it should be collected; but if they are negative, it should be refunded by issuing EMD.

  • Penalties should be converted to the local currency of the country of exchange by using the applicable currency rates. Ticket service charge (DU) should be converted to the local currency of the country of exchange by using the applicable rates of the Sales Office of Turkish Airlines on the date of transaction in accordance with the regional applications of Marketing & Sales Department of Turkish Airlines.

2.4. Rules for Reissue Applications

After the commencement of the travel, the passenger may request flight, date, route, cabin or a class change. In this case, the original ticket should be reissued to a new ticket based on the fares valid on the original ticket’s issue date. Irrespective of currency used, the ticket can be reissued outside the original country of issuance after the commencement of the travel, but reissue must be done by the pricing commands including original ticket date and original ticket city code.

  • If fare notes include the fare note “New fare may be equal or higher” for a partly used ticket; even if the fare of the new international journey is lower, new journey will be reassessed on the basis of equal or higher fares. Since it is not possible to refund by lowering fares, you should conduct your transaction with equal or higher fares. (Passenger can be advised so if refunding the ticket and issuing a brand new ticket is in favor of the passenger).
  • If fare notes include the fare note “New fare may be lower, equal or higher”, “refund EMD” can be issued in case the class of lower fare is available by lowering the fare. The amount to be refunded is calculated in the currency of the original ticket and is exchanged to the currency of the transaction by applicable rates. (BSR) (FZS). Then EMD can be refunded.
  • In case both refund and ADC (additional collection) occur after reassessment, EMD will be issued without netting. The passenger can pay the ADC by any kind of form of payment he prefers.
  • If there is any outstanding balance as a result of reissue, then EMD should be issued both for TK and agency tickets. Such EMDs are valid only for refund applications and they can be refunded in 2 years starting from the issue date of the original ticket.
  • While reissuing, there may be rate differences in local currency and the currency of the country of the reissue may also be different from the local currency as well. In this case, applicable exchange rates (FZS) of the transaction date should be used in order to convert local currency to the currency of the country of the reissue.
  • The change penalty shall be converted to the local currency by using the applicable rates where the transaction has been done on the date of transaction. Ticket service charge (DU) should be converted to the local currency of the country of reissue by using the applicable rates of the Sales Office of Turkish Airlines on the date of transaction in accordance with the regional applications of Marketing & Sales Department of Turkish Airlines.
  • Before refunding or reissuing an electronic ticket, it is important to check the electronic ticket’s status which you will reissue or refund. If the coupon status is either “flown” or “checked-in” and if you still reissue or refund, ADM will be issued for this transaction.

REISSUE APPLICATION HAS BEEN CHANGED AND WILL BE APPLIED FOR TICKETS ISSUED ON AND AFTER DECEMBER 2, 2013 AS STATED BELOW;

Where any fare is combined with another fare and only one fare component is changed, the penalty conditions of the changed fare component will apply for “reissue & no-show”. When more than one fare component is being changed, the highest penalty (more restricted) of all changed fare components for “reissue & no-show” will apply.

In case of reisse of tickets issued by the combinations of RT, OJ, Side Trip and End on End;

if there is a single change in a specific fare component, then the related “reissue&no-show” rule,

if there are multiple changes in fare components, then the most restirictive “reissue&no-show” rule applies.

Revalidation will no longer be used except miles tickets, pass tickets, VIP / free upgrade applications and involuntary cases. In case of reservation changes, reissue / exchange applications should be used in order to change flight / date / time.

Ticket rules booklet - Rules for refund process Read more >>

3.1 Refund Validity and Refund Rules

  • TK tickets, EMDs and MCOs are valid for refund up to two (2) years from the date of issue of the original ticket. Ticket will lost validity for refund after two years from the date of issue of the original ticket although it is still valid for travel.
  • All fare notes of reissued/exchanged tickets should be checked retrospectively and refund restrictions should be studied carefully in case of refund in 2 years after the issue date of the original ticket.
  • If domestic sector of an international ticket has been used and if the passenger requests a refund, then recalculation should be done on the basis of “after departure” fare notes even if the international sector of the ticket has not been flown and the calculation of the flown domestic sector should be done in EUR of domestic fares.
  • If the ticket is subject to “no-show” for the domestic sector of an international ticket, all “no-show” restrictions on fare notes should be applied in case of reissue/refund.
  • Refund amount will be calculated by using applicable rates of the issue date of the original ticket in case of refund application (For example tickets issued in Turkey in TRY, but calculated by EUR fares).
  • If a ticket (totally unused/partially used) is not refundable in terms of fare notes, unused YR tax will not be refunded as well. Unless otherwise stated, all unused taxes shall be refunded.
  • It is possible to end up with (-) value in case of refund for a refundable ticket (i.e. there may not be any fare for refund, on the contrary it is possible to encounter negative values to refund in local fares). You cannot deduct this negative value from the refundable taxes. Moreover, all refundable taxes should be refunded even if there is no refundable amount for the original fare.
  • If the fare note for the “use of coupons respectively” is breached by the agency, call center, sales or check-in employee as a result of passenger request (even if the system allows to do so), and if the unused section of the ticket is refundable, the fare of the used coupons and the used taxes should be calculated, then the outstanding balance should be refunded.
  • A ticket issued in an abroad TK Sales Office can be refunded in another abroad TK Sales Office if the same currency is used in “total” section of the ticket. Tickets also issued by USD, EUR, GBP, CHF, JPY, KWD, SEK, NOK, AUD, CAD, DKK currencies can be refunded by getting approval from the issuing Sales Office. In case exchange rates are not present, IATA clearing House rates can be used.
  • A ticket issued by an abroad TK sales office in all currencies (except issued in Iran and Sudan) can be refunded in in Turkey by getting approval from the issuing Sales Office. In case exchange rates are not present, IATA clearing House rates can be used.
  • If there is a refund penalty in fare notes;
  • If the penalty currency and the local currency are the same, you should deduct the penalty from the local fare.
  • Example : Fare: 269.00 EUR / Penalty 100.00 EUR = Refund 169.00 EUR
  • If the penalty currency and the local currency are the same, but converted to another currency; penalty should be converted to the currency of the country of payment by using applicable rates of the issue date of the ticket.
  • Example: Fare: 269.00 EUR EQU TRY 636.00 (15 FEB) Penalty: 100 EUR, FZSEUR100.00TRY (15FEB) = TRY237.00 Refund: TRY636.00-TRY237.00= TRY399.00 If the penalty currency and the local currency are different, penalty should be converted to the currency of the country of payment at applicable rates of issue date of the ticket. Example : Fare: 7200MAD EQUTRY1522.00 (15 FEB) Penalty: 100 EUR FZSEUR100.00TRY.15FEB = TRY237.00 Refund: TRY1522.00-TRY237.00 = TRY 1285.00
  • Refunds conducted by a credit card have to be refunded to the passenger whose name appears on the credit card which was used for payment. This is an IATA rule.
  • IATA rules states that; ‘’ Refunds of the ticket for transportation paid by Credit Card will only be made to the Credit Card Account of the person to whom such Credit Card has been issued for.’’(As per IATA Passenger Air Tariff, General Rules, 9.3.3.3)
  • Unless otherwise stated in the fare notes, refund penalty for an adult is exactly the same for a child. In case of any refund, the penalty shall not be collected for an infant passenger if he does not take up a seat.
  • Therefore, before starting to follow the related procedure, all processes must be executed by checking below mentioned dates.
  • In case of refund, the original issue date of totally unused tickets (2 years),
  • In case of exchange, the issue date of exchange ticket (1 year),
  • For the tickets partly used, the date of first flight coupon (1 year + applicable fares notes’ stated duration.

Ticket rules booklet - Other important rules Read more >>

4.1. Coupon Status

Before refunding or reissuing an electronic ticket, it is important to check the electronic ticket’s status which you will reissue or refund. If the coupon status is either “flown” or “checked-in” and if you still reissue, refund or void, ADM will be issued for this transaction.

4.2. Refund of YR Tax

Under the paragraph of “Cancellations” in the fare notes;

  • YR tax will not be paid back to the passenger in case of no-show for non-refundable tickets. This procedure is executed in case of refund.
  • In case of exchange or reissue, fare notes in the paragraph of “changes” should be taken into account. For instance, if YR tax of an original ticket becoming non–refundable in any case because of reissue or exchange, is higher than that of new, EMD/MCO must be issued in order to pay the tax difference back to the passenger.

4.3. No Show Penalty

If a passenger has a reserved seat but does not show up before departure, he is accepted as “no-show “. It is possible to determine whether the passenger is subject to “no-show” or not by checking the departure time of the ticket even if the passenger has either a new reservation or a new flight on his PNR record. This kind of “no-show” definition is not applicable for tickets that only have domestic flights.

On the other hand, in accordance with the rule “CHANGE IS BEFORE ORIGINAL SCHEDULED FLIGHT” stated in the fare notes, passenger’s request of change must be reflected on the ticket before the original flight’s scheduled departure. Otherwise the passenger will be accepted as “no-show” and should be acted in accordance with the no-show rules in CAT16. In sum, in order to decide whether a ticket is subject to “no-show” or not, you should check the time of the transaction on the ticket, but you should not check the time of the flight cancellation.

4.4. Fare/ Class Differences

Class, represents groups for diversified fares depending on different factors such as minimum/maximum stay rule, advance purchase rule etc. although the cabin, the service in the cabin and the seats are exactly the same.

In some cases the class booked (reserved) and the class of the ticket issued are different and it is seen that some agencies issue tickets with the fare of the class booked (reserved). However, this is an incorrect practice. Ticket must be issued with the fare of the ticket issued. In case there is a difference between the class booked and the class of the ticket issued, an ADM will be issued if there is an uncollected fare difference between the former and the latter.

4.5. VOID Transactions

Turkish Airlines imposes penalties in case of fraudulent VOID transactions.