Pular para o conteúdo principal

HES Code Application for GDS Reservations Learn more

Effective from June 6, 14:00 (IST Local) / 11:00 (GMT), additional data is mandatory for ticketing purposes during reservation processes for all domestic Turkish Airlines flights. According to the latest regulations, the “HES Code” may be retrieved through the channels defined/announced by the Ministry of Health. The HES Code must be entered to the PNR with additional mandatory fields, for which the entries are given below:

National Identity Number (For Turkish Citizens only): SSR FOID NI …

Mobile Phone Info: SSR CTCM …

HES Code: OSI TK PHES … (The PHES keyword is designed for HES Code usage and no space should be left between PHES keyword and the HES Code, otherwise discrepancies may occur.)

Examples of the entries that may be used on GDS s to send the above given information are as follows.

Amadeus:

SR FOID TK-NI…/P1 (Turkish National Identity number should be entered after “NI” and for sending the info for the 1st passenger)

SR CTCM-… (Mobile phone number should be entered after “-“ )

OS TK PHES…/P1 (HES Code should be entered after “PHES” with no blanks and for sending the info for the 1st passenger )

Sabre:

3FOID/NI…-1.1 (Turkish National Identity number should be entered after “NI” and for sending the info for the 1st passenger in the 1st name field group)

3CTCM/…(Mobile phone number should be entered after “-“ )

3OSI TK PHES…-1.1 (HES Code should be entered after “PHES” with no blanks and for sending the info for the 1st passenger in the 1st name field group)

Galileo: 

SI.P1/SSRFOIDTKHK1/NI… (For the 1st passenger (p1) , Turkish National Identity Number is being sent after “NI”) 

SI.P1/SSRCTCMTKHK1/… (Mobile phone number should be entered after “/” ) 

SI.TK*PHES…-SURNAME/NAME (Sending HES code for the passenger entered as SURNAME/NAME at the end of the entry ) 

Worldspan: 

3SSRFOIDTKHK1/NI…-1.1 ( Turkish National Identity number should be entered after “NI” and , for sending the info for the 1st passenger in the 1st name field group) 

3SSRCTCMTKHK1/… (Mobile phone number should be entered after “/” ) 

3OSITK PHES…-SURNAME/NAME (Sending HES code for the passenger entered as SURNAME/NAME at the end of the entry )

Apollo:

@:3SSRFOIDTKNN1/N1/NI… (For the 1st passenger (N1) , Turkish National Identity Number is being sent after “NI”)

@:3SSRCTCMTKHK1/N1/… (For the 1st passenger (N1) sending mobile phone number )

@:3OSITK PHES…-SURNAME/NAME (Sending HES code for the passenger entered as SURNAME/NAME at the end of the entry )

Until further notice, the Passport Number should be sent instead of FOID NI for non-Turkish citizens, meaning “PP” should be used instead of “NI” on the FOID entries

Regarding the content, FOID and PHES fields will be separately added for each passenger.

Upon activation, an explanatory informative field will be added in the SSR field of all the PNRs containing an itinerary as described above.

In order to prevent any inconvenience during the ticketing, the PNR will be continuously updated for cases such as lack of mandatory information, incorrect information, results of the HES code appliance on the PNR, etc.

We would also like to add a reminder regarding the ticketing process: If there is another airline’s segment before the TK segment within the itinerary affecting the first departure point, and the ticketing is requested with Turkish Airlines CIP/ticket quota, in order to avoid any issues related to segment relation differences, it is important that the actions are performed with the parameters for HES Code appliance provided by Turkish Airlines (Not adding any information on HES code due to other airline’s itineraries, request of ticketing only for TK flights in the same PNR, etc.).

Regarding the HES Code Application Learn more

Dear Agency,

The safety and well-being of our passengers is our utmost priority at Turkish Airlines. In order to board our flights, it is vitally important that our passengers have a health status suitable for flying. Therefore, in accordance with the "Hayat Eve Sığar" project carried out by the Ministry of Health, our passengers will be permitted to board our domestic flights with their personal "Hayat Eve Sığar (HES)" code.

The HES code is a mandatory field and will be requested from our passengers during the ticketing process. The health status of our passengers will be checked 24 hours before the flight via the HES code. After the HES code check during ticketing and inside the airport, passengers with codes that indicate unsuitability for the flight will not be permitted to board the flight.

Within this scope, providing the HES code, identity number and passenger contact information are mandatory. We kindly request that you inform your clients who intend to fly on Turkish Airlines of this policy. For more details, please visit the HES code page.

Best Regards.

Passenger Additional Rights For Tickets Issued On/Before March 20, 2020 Learn more

Dear Agency,

With this bulletin only new travel date is extended and no revision is applied for other rights.

This bulletin overrides all previous Covıd 19 related bulletin. Additional rights will be given according to rules below for the non-cancelled international flights passengers.

Application defined in this bulletin includes extraordinary cases which are not covered within "Flight and Service Irregularities Procedure"(Pr.10.67.006). The rules given in this bulletin also include flights which are operated on time and/or delayed within limits defined in related procedure in case that passengers request changes.

The irregularities defined in "Flight and Service Irregularities Procedure" (Pr.10.67.006) will be used for all other extraordinary cases with the rules mentioned in this procedure.

For all indıvıdual and group tickets purchased on/before March 20, 2020, original booking on flights up to December 31, 2020 (including AnadoluJet international flights excluding domestic flights within Turkey and to/from Ercan airport) rebooking/rerouting or open-ended tickets requests will be applied without considering fare rules according to the following conditions;

1) Rebooking / Rerouting Requests: Rebookıng and rerouting will be made without any charge for different booking classes only if the new destionatıon is in the same IATA region and in the same cabin providing that travel is completed up to Dec 31, 2021 (included) for TK and AJ operating flights.

If changes affect passengers travel plans, rebooking and rerouting will be made free of charge with the original class (up to effected duration) if there is availability in the same cabin without considering availability of original class.

For TK stock (235) tickets including interline flights (codeshare or SPA), rerouting and rebooking will be made without any charge in case of same booking class is available. If the same booking class in the same cabin is not available, fare differences and other charges will be charged wıthout applying rebooking/rerouting penalties.

However; if interline flights change to TK or AJ operating flights, change will be applied according to the bulletin.

Conditions For Free Change:

  • Free change can be applied only if flights in reservations are cancelled before the first flight departure time.
  • New departure dates can be decided later up to Dec 31, 2021 (included).
  • Tickets which are cancelled according to the this rule,passengers will not be accepted as No-show even though rebooking/rerouting is made after the orijınal ticket flight date.
  • If reservations are not cancelled before scheduled departure time of flight, reservations will be accepted as No-show and the change requests will be made according to the original ticket rules.

Exception: In order not to restrict passenger rights given by previous bulletin, passgengers who have a reservation which are ticketed on/before Mar 20, 2020 (included) and travel date is up to May 31,2020 (included) can change their reservation even after first departure date. Cancellation is not necessary before the first departure date only for these passengers. This change can be applied just once and they will not be accepted as No-show.

2) Open-ended Ticket Procedures: Passengers will have an open-ended ticket only if flights in reservations are cancelled before the first departure time of origınal ticket. New departure dates can be decided up to Dec 31, 2021 (included). Provided that new travel must be completed before Dec 31, 2021 (included).

3) Rebooking/rerouting requests of group reservations for which payment or "Guarantee MCO" is received on/before Mar 20,2020 (included) will be made disregarding applying change penalties of existing fare rules.

4) Refund Requests: Refund and cancellation requests will be made according to original fare rules. There wİll be no given refund rights within the scope of this bulletin.

Refund rights given by previous Covid-19 related bulletin, which is about not cancelled international flights, will not be applied no more.

5) Issue Date For New Travel: There is no restriction on issue date. New travel dates can be decided up to new departure date of travel.

6) Extension of Validity: Validity of ticket can be extended until Dec 31, 2021 (included) without any fare difference or penalty.

7) Ticket changes requests can be made by Turkish Airlines Sales Office, sales agents where the tickets are purchased, Turkish Airlines online channels and call center.

8) Open-ended procedures can be made by Turkish Airlines Sales Office, sales agents where the tickets are purchased and call center.

Application Conditions:

  • Valid for tickets purchased on and before 20th of March 2020.
  • Valid on flights if the original departure date is until the December 31, 2020.
  • New journey should be completed up to Dec 31, 2021 (included)
  • Valid for Turkish Airlines and AnadoluJet operating international flights (excluding domestic flights within Turkey and to/from Ercan airport).
  • This application is valid for rebooking and rerouting requests of group reservations under the conditıons of general group rules.
  • Rebooking and rerouting requests will be applied without any charge (yr, taxes and fare differences etc.) only for once.
  • This bulletin will be also valid for non-changable promotional tickets.
  • Change request will be applied for Miles&Smiles tickets (excludıng domestıc tıckets within Turkey and to/from ECN airport).

The changes mentioned above will be limıtted to only once and other additıonal changes will be handled with existıng penalties and fare differences within the fare rules.

Best Regards.

Bulletin dated 15.04.2020 and numbered DIG-65105 Learn more

Dear Agency,

Ref: Bulletin dated 15.04.2020 and numbered DIG-65105.

Bulletin, which will be valid for tickets issued between March 21, 2020 - May 20,

2020 , has been revised and ticketing date has been expanded as Jun 20, 2020.

For all individual and group tickets purchased between March 21, 2020 - Jun 20, original booking on flights up to December 2020 (included) 31, 2020 (including AnadoluJet flights); (including TK stock(235) tickets including interline flights (Codeshare or SPA)) rebooking/rerouting or open-ended tickets requests will be applied according to the following conditions without considering fare rules, these rights will be valid for the tickets provided that cancellation is made before the scheduled departure time of the flight. If reservations are not cancelled before scheduled departure time of flight, reservations will be accepted as no-show and the change requests will be made according to the original ticket rules.

1) Rebooking / Rerouting Requests: First rerouting and rebooking change will be made until December 31, 2021(included) (travel completion). Fare differences will be charged without applying reissue penalties. Fare differences that may be incurred due to the change request (service charge, currency differences, differences of class, date and route changes, tax differences etc.) will be collected.

2) Open-Ended Ticket Procedures: Passengers will have an open-ended ticket only if flights in reservations are cancelled before the first departure time of original ticket.

While new reservation is being made by the passenger fare differences that may be incurred due to the change request (service charge, currency differences, differences of class, date and route changes, tax differences) will be collected.

3) Issue Date For New Travel: There is no restriction on issue date. New travel dates can be decided up to new departure date of travel.

4) Open-ended procedures can be made by Turkish Airlines sales office, sales agents where the tickets are purchased and call center.

5) Rebooking/rerouting requests of group reservations for which payment or guarantee MCO is received between 21 Mar 2020 - 20 Jun 2020(included) will be made disregarding applying change penalties of existing fare rules. Same fare level will not be guaranteed for new travel dates.

6) Refund Requests: Refund and cancellation requests will be made according to original fare rules.

There will be no given refund rights within the scope of this bulletin.

7) Extension Of Validity: Validity of ticket can be extended until December 31,2021(included).

8) Ticket changes requests can be made by Turkish Airlines sales office, sales agents where the tickets are purchased, Turkish Airlines online channels and call center.

Application Conditions:

  • Valid for tickets purchased between 21 Mar 2020 - 20 Jun 2020(included)
  • Valid on flights if the original departure date is until the December 31, 2020.
  • New journey should be completed up to December 31, 2021 (included)
  • Valid for Turkish Airlines and AnadoluJet Operating and Marketing international and domestic flights.
  • Only reissue charges will not be collected according to this bulletin, no-show tickets are out of scope.
  • This application is valid for rebooking and rerouting requests of group reservations under the conditions of general group rules.
  • The changes mentioned above will be limited to only once and other additional changes will be handled with existing penalties and fare differences within the fare rules. This bulletin will be also valid for non-changeable promotional tickets.
  • Change request will be applied for miles and smiles tickets.
  • Fare differences that may be incurred due to the change request (service charge, currency differences, differences of class, date and route changes, tax differences) will be collected.

Best Regards.

For all individual and group tickets purchased between March 21, 2020 - May 20 Learn more

Dear Agency,

For all individual and group tickets purchased between March 21, 2020 - May 20, 2020 (included) original booking on flights up to December 31, 2020 (including AnadoluJet flights); (including TK stock(235) tickets including interline flights (Codeshare or SPA)) rebooking/rerouting or open-ended tickets requests will be applied according to the following conditions without considering fare rules, these rights will be valid for the tickets provided that cancellation is made before the scheduled departure time of the flight. If reservations are not cancelled before scheduled departure time of flight, reservations will be accepted as no-show and the change requests will be made according to the original ticket rules.

  1. Rebooking / Rerouting Requests: First rerouting and rebooking change will be made until December 31, 2021(included) (travel completion). Fare differences will be charged without applying reissue penalties. Fare differences that may be incurred due to the change request (service charge, currency differences, differences of class, date and route changes, tax differences etc.) will be collected.
  2. Open-Ended Ticket Procedures: Passengers will have an open-ended ticket only if flights in reservations are cancelled before the first departure time of original ticket. While new reservation is being made by the passenger fare differences that may be incurred due to the change request (service charge, currency differences, differences of class, date and route changes, tax differences) will be collected.
  3. Issue Date For New Travel: There is no restriction on issue date. New travel dates can be decided up to new departure date of travel.
  4. Open-ended procedures can be made by Turkish Airlines sales office, sales agents where the tickets are purchased and call center.
  5. Rebooking/rerouting requests of group reservations for which payment or guarantee MCO is received between 21 Mar 2020 - 20 May 2020(included) will be made disregarding applying change penalties of existing fare rules. Same fare level will not be guaranteed for new travel dates.
  6. Refund Requests: Refund and cancellation requests will be made according to original fare rules. There will be no given refund rights within the scope of this bulletin.
  7. Extension Of Validity: Validity of ticket can be extended until December 31, 2021(included).
  8. Ticket changes requests can be made by Turkish Airlines sales office, sales agents where the tickets are purchased, Turkish Airlines online channels and call center.

Application Conditions:

  • Valid for tickets purchased between 21 Mar 2020 - 20 May 2020(included)
  • Valid on flights if the original departure date is until the December 31, 2020.
  • New journey should be completed up to December 31, 2021 (included)
  • Valid for Turkish Airlines and AnadoluJet Operating and Marketing international and domestic flights.
  • Only reissue charges will not be collected according to this bulletin, no-show tickets are out of scope.
  • This application is valid for rebooking and rerouting requests of group reservations under the conditions of general group rules.
  • The changes mentioned above will be limited to only once and other additional changes will be handled with existing penalties and fare differences within the fare rules.
  • This bulletin will be also valid for non-changeable promotional tickets.
  • Change request will be applied for miles and smiles tickets.
  • Fare differences that may be incurred due to the change request (service charge, currency differences, differences of class, date and route changes, tax differences) will be collected.

Best Regards.

AMENDMENT TO RESOLUTİON 830D Learn more

Dear Agent,

It is important for the Airlines to be able to notify passengers for any changes in their flights in advance and not to cause any passenger grievances in extraordinary circumstances. The only way to do this is to have an accessible passenger contact information. Otherwise, passengers can not be informed about the possible critical information.

In many reservations made by agencies, it has been identified that passenger contact information is not shared with Airlines in accordance with standards. Accordingly, Resolution 830d, which includes reservation procedures that accredited agencies must comply with, has been amended as of 1 June 2019.

As per to the amendments;

  1. First of all, agencies should ask the passengers if they want to share their contact information with the Carrier/s in the flight segment in case of operational disruptions.
  2. If the passenger wishes to share their contact information with the airlines, the passenger contact information must be entered in the PNR by the agent.
  3. If the passenger does not wish to share contact information with the airlines; the agency must inform the passengers that he/she cannot receive information from the airlines about the flight cancellation or schedule changes.

In order to enter passenger information in the PNR, the Contact Information Formats that agents should use are shown below:

  • SSR CTCM (Mobile Phone Number)
  • SSR CTCE (E-Mail Address)
  • SSR CTCR (Declares that the passenger does not wish to share his/her contact information)

Amendment to Resolution 830d is as follows:

Resolution 830d, Paragraph 4:

"...

4. To be able to advise passengers of irregular flight operations and disruptions Members and BSP Airlines need to have sufficient contact details available to proactively contact the passengers. Consequently the Agent should provide contact details on behalf of the passenger by entering in the Passenger Name Record (PNR) the passenger?s mobile phone number and email address, while maintaining compliance with all applicable data protection directives and regulations. Contact details should be entered in the PNR in compliance with the Resolutions governing reservations procedures. Members and BSP Airlines shall use these contact details exclusively for the purpose of operational notifications, e.g. flight cancellation, schedule change, etc. and shall not use the contact details for sales & marketing purposes.

In the event the passenger exercises his or her right not to provide contact details it is incumbent on the Agent to indicate that the passenger has declined to provide such details, and to enter the refusal in the PNR to limit any statutory liability. In such a case, the passenger shall not be provided information relating to flight cancellation or schedule changes (including delay in departure).

..."