In Turkish Airlines, safety is the number one priority at all levels of the organization. Safety is an indispensable asset, an integral part of Turkish Airlines’ corporate values that is never compromised. Safety also plays a significant role in the provision of an efficient, effective and sustainable air transport operation. It is of utmost importance that all levels within Turkish Airlines offer a commitment in line with industry best practices and standards.
Priority of Safety
Turkish Airlines regards the safety of its organizational activities, stakeholders and the environment as the most important consideration.
Turkish Airlines acknowledges the involvement of management as a key contributing factor to the overall safety of the organization’s operations. All accountable managers at Turkish Airlines are responsible for the continuous monitoring of safety trends, and to actively provide the necessary support and resources within their areas of responsibility in order to maintain and improve safety.
Safety Management System
Turkish Airlines continuously strives to achieve and maintain a healthy working environment for its employees and to provide the highest possible safety standards to all its customers. In order to achieve these goals, Turkish Airlines operates the Safety Management System (SMS) and the Fatigue Risk Management System (FRMS) in an integrated manner. The essence of Turkish Airlines’ SMS and FRMS is comprised of continuously monitoring and managing the identified and foreseeable hazards through a systematic and data-driven approach. This enables Turkish Airlines and its stakeholders to minimize its exposure to risk and assures future prosperity.
Turkish Airlines fosters and encourages a safety culture that features flat, just, adaptive, committed, informed, learning, and reporting elements among all managers and employees.
Adoption and Development of Safety and Quality Standards
With regard to national and international requirements, Turkish Airlines aims to continuously develop safety and quality standards that exceed industry best practices.
Turkish Airlines hereby declares its Quality Policy to bring its employees, customers, suppliers, affiliates, and all its business partners and shareholders together to meet a common goal for its future, which will be achieved in accordance with national and international legislation and standards as well as the principles of commercial ethics along with the Company's mission and values in domestic and international lines, scheduled and unscheduled commercial passenger and cargo air transportation services, training services design and presentation activities with an approach of Total Quality.
It complies with the relevant standards, obligatory national and international aviation rules and legal and other conditions within the scope of quality management. It utilizes the appropriate methods and the best possible technology and resources with the participation of all its employees in order to fulfill its purposes and targets. Within the processes, it monitors process performances via adopting the principle of managing with targets and continuously improves its processes.
Searching for Perfection in Service
Every level that we have reached in our activities is merely the starting point for a new search for perfection.
Giving Priority to Safety and Security in All Our Activities with an Awareness of the Value of Life
Our well-equipped human resources strive for perfection with adequate facilities and advanced technology to ensure flight safety and security.
Displaying a Customer-Focused Approach
By taking cultural variety into consideration, efficient service is provided through the accurate assessment of the present and future expectations and needs of our customers. Customer satisfaction, recommendations, and complaints are thoroughly evaluated.
Creating a Difference Through Our Employees
Service is provided by our employees, who are aware of their ultimate impact on customer service, who adopt the corporate values, who produce solutions, who share information, who participate in team work and who continuously improve themselves.
Making Use of Advanced Technology
Technology that can provide an advantage over our competition is utilized.
Provides all the necessary resources to ensure operational safety, security, and quality at the highest level and uses them appropriately.
Maintaining a Widespread and Well-Built Flight Network
Strives to be one of the world’s leading airlines with respect to its flight network, distance and hours, passengers and cargo quantities, aircraft fleet, and range of destinations.
Sustaining the Global Airline Identity
The product and services that have been provided and supplied are identified, audited and administered in light of the concept of sustainable quality.
Being Prominent in the World of Civil Aviation
An active and conspicuous role is performed in the management, activities and decision-making of national and international civil aviation organizations.
Acting with Awareness of Social Responsibility
Full support is given to projects that provide social benefits to education, culture, art, history, the environment, sports, and humanitarian support by providing resources directly or indirectly.
Collaborating with Our Business Partners
We work together with our agencies, shareholders, sub-contractors, and other investors for sustainable profits and the worldwide and continuous growth and success of our company in the long term.
Increasing Efficiency and Productivity
We aim to reach our targets in all our processes through the use of appropriate resources and at the first attempt.
Complying with the Quality Management System and Continuously Improving Its Effectiveness
Opportunities to improve the system are created through continuous review and a quality-focused, systematic, and well-defined approach to our organizational structure and activities.
Turkish Airlines Corporation hereby declares its Security Policy to ensure security and the constant improvement of operational conditions during the course of its activities. These include passenger transportation, cargo transportation, and training conducted according to national and international regulations and standards.
To Ensure Operational Security
Turkish Airlines Corporation develops and implements and ensures implementation of processes to prevent acts of unlawful interference that may occur on the ground or during flights and establishes security objectives and security performance standards. While implementing these processes, Turkish Airlines provides a periodic policy review to ensure continuing relevance to organizational needs and to the requirements of security performance standards.
Management of Security-Related Activities
Turkish Airlines Corporation ensures a clear statement of the organization's security objectives and the measures taken in order to conform to national and international security regulations. It executes its corporate security management system to provide security to all its activities with constant improvement.
To Determine Security Responsibilities
Turkish Airlines Corporation determines the responsibilities of its employees regarding security-related issues and ensures a commitment to security from senior management as a fundamental priority throughout the organization.
To Identify Security Vulnerabilities and Risks
To ensure that the security measures required for ensuring protection of staff members, passengers, visitors, buildings, facilities/premises, aircrafts of Turkish Airlines Corporation as well as of any cargo, for which Turkish Airlines is liable for carrying, against any and all kinds of sabotage, assaults, hostage-taking and such other similar incidents threating security, are determined by means of risk-based activities. It implements the determined measures and ensures their implementation.
To Provide the Highest Level of Communication
Turkish Airlines Corporation promotes a just culture where the flow of information and communication is carried out objectively between senior management and the employees in order to support all activities in a secure framework. Communication shall be executed in a secure manner, including non-punitive reporting procedures to encourage the reporting of any inadvertent human error.
To Establish and Promote a Corporate Security Culture
Turkish Airlines Corporation ensures that all necessary arrangements are made to establish and promote a “Corporate Security Culture”. It promotes activities to increase security awareness and to make security an integral part of the corporate management system.
Provision of Resources Required to Ensure Security
Turkish Airlines Corporation ensures the provision of the resources necessary for the successful implementation of the security policy.
Turkish Airlines adheres to Occupational Health and Safety regulations to in order to bring employees, customers, suppliers, sub-contractors, subsidiaries, all business partners and shareholders together for the same purpose.
Abiding by the Rules
Complies with international aviation regulations along with national, legal and other requirements on Occupational Health and Safety issues.
Considering People while Growing
Prefers equipment and organizations that have the minimum risk level while planning new investments in its field of activity, expanding the fleet, and raising the technological infrastructure level by considering the Occupational Health and Safety of its employees, customers, suppliers, subcontractors and affiliates. The Company Management believes in the importance of working in a safe and healthy environment, and that this is a part of the Company's success.
The Company Management believes in the importance of working in a safe and healthy environment, and that this is a part of the Company's success.
Involvement, Communication and Consultation
Communicates with the employees or the employees’ representatives in the organization through various methods, ensures active involvement and consultation for improvement of the Occupational Health and Safety performance. Realizes activities in order to support the improvement of Occupational Health and Safety culture via increasing the knowledge and awareness of employees regarding Occupational Health and Safety.
Establishes an open dialog with the employees, suppliers, customers, authorities, and all the related parties in and out of the organization on the Occupational Health and Safety for the current and future activities.
Leadership, Commitment and Resource Provision
Shows leadership and commitment regarding consulting with the employees and ensuring the employee involvement in planning, implementation, maintenance, and development of the established Occupational Health and Safety management system. Undertakes provision and existence of the resources necessary for the Occupational Health and Safety management system.
Managing Risks and Opportunities
Detects the Occupational Health and Safety hazards of its activities, develops action plans to eliminate such hazards, mitigate all risks, and manage all opportunities. Performs works to prevent injuries and deterioration of health, ensure the safe and healthy working conditions.
Ensures continuity of work environment monitoring and preventive medicine activities.
Establishes the necessary infrastructure for creating a healthy and safe work environment for the employees, subcontractors and guests.
Determines probable emergencies in working areas and realizes preparation activities for all these scenarios.
Controls that personnel taking part in critical functions are physically and medically fit to undertake their respective tasks.
Applies alcohol and/or psychoactive substance addiction as a selection criterion in human resource employment for tasks involving critical functions, and does not employ persons who are confirmed to be alcohol and/or psychoactive substance addict in order to make no compromises regarding operational security and safety and to minimize the operational risks, with the awareness of human factor in the civil aviation industry.
Monitors, measures and reviews the Occupational Health and Safety performance in line with its targets, and continuously improves its performance in this area by considering the good practices in the World as well.
Fulfills the requirements of suitable management procedures by reviewing the policy continuously through the Occupational Health and Safety targets and continuous improvement programs.
Turkish Airlines Inc. declares its Training Policy, which not only contributes to the professional progress of its employees and stakeholders, but also adds value to the organization. It perpetuates customer satisfaction and corporate standing by enhancing the quality of the services offered, and responds to our needs with an approach of excellence since it is scheduled, objective and ever-growing.
Turkish Airlines Inc. recognizes training activity as essential to sustainable success.
The company believes the training, which is specific to the aviation industry and prescribed by national and international regulations, is fundamental to its operation and it is carried out accordingly.
The company acknowledges the role of training in the generalization of quality management, safety, security, and environmental standards; and creates training programs accordingly.
Delivering Internationally-Recognized Training
In order to be able to deliver an internationally-recognized and up-to-date training service, Turkish Airlines develops innovative and ground-breaking training programs to generate knowledge in accordance with globally-accepted criteria.
Turkish Airlines Inc. collaborates with internationally-recognized training organizations and institutions for sustainable profits, steady growth and long-term achievement.
The company makes use of a high standard of infrastructure and cutting-edge equipment, software, and technology during the delivery of training.
Making a Difference with Its Instructors
Turkish Airlines Inc. trains instructors to a level that satisfies all national and international requirements, with expertise in their fields with the aim of conveying their experience and knowledge to a new generation.
Being Innovative and Achieving Through Best Practices
Turkish Airlines Inc. develops innovative and unique practices when compared with regular aviation industry training. The company pursues the best practices in the industry, and develops and implements its own practices through the experience and knowledge it has gained.
Improving the Efficiency and Productivity of Training
Turkish Airlines Inc. measures the extent and degree of training efficiency and productivity at all training stages from planning to delivery by carrying out performance analysis in respect of its purpose; utilizes its resources in the most efficient way by using computer software and technological infrastructure. The company stays abreast of industry advancements in order to increase efficiency and productivity.
Demonstrating a Proactive Approach Compatible with the Changing Aviation Industry Processes
By demonstrating a proactive approach to the aviation sector processes that are renewed in line with national and international developments; Turkish Airlines Inc. supports live distance learning and effective digital training with its existing resources, experience and knowledge. This way, by synthesizing in-class and online education models; it maintains the advantage of in-class training that is carried out in direct interaction with experienced instructors. It uses all means possible which will facilitate access to education and provides this to its employees and stakeholders.
Delivering Customer Satisfaction-Oriented Training
Turkish Airlines Inc. pays attention to the expectations, proposals and complaints of its customers at every stage of training, measures and assesses the satisfaction of the customers, and makes changes and improvements where necessary.
Contributing to Employee Development
Turkish Airlines Inc. believes that its employees constitute its most worthy asset. The company sees training as an opportunity to increase their motivation and makes efforts to utilize this motivation in the best way possible. Turkish Airlines enables personal and professional improvement and the progress of its personnel by means of training delivered in house and received externally in accordance with its targets and strategies.
Ensuring Continuous Improvement of Training
Turkish Airlines Inc. aims to continuously improve its training process through the feedback received from its customers, as well as through its own experience, to keep up with changes to and progression of training requirements in the aviation industry.
Turkish Airlines hereby declares its Environmental Policy covering the design and presentation of the scheduled and unscheduled passenger and cargo commercial flight operations and in-flight services in domestic and international lines, its corporate complexes within the borders of Turkish Republic as well as the office activities in those complexes, and the training services in order to bring all its related parties together around a common goal.
Abiding by the Rules
It complies with the aviation regulations along with the other legal and other requirements on the environmental issues that it is liable to comply with and undertakes to comply with voluntarily; it aims to extend beyond compliance with laws by the projects, applications, and initiatives it supports and plays an active role.
Managing the Environmental Aspects
It detects the environmental aspects and environmental impacts of all its activities, products, and services, and develops action plans to prevent, decrease and, if possible, eliminate all negative environmental impacts at source throughout its life cycle. It applies improvement-oriented management systems and methods to keep significant environmental aspects under control.
Minimizing Adverse Environmental Impacts
It gives top priority to protection of environment while carrying out all its activities, products and services.
It supports the fuel efficiency initiatives to decrease and eliminate the factors that may worsen the climate change. It monitors and reports the greenhouse emissions regularly, and shares the results with all its stakeholders. It takes the necessary measures and sets goals to decrease its emissions, and develops action plans to attain these goals, and monitors the status of such actions regularly
It develops projects based on Zero Waste principle and waste management hierarchy in the waste management practices.
Considering the environmental impacts of its products and services, it supports the sustainable products and services, and gives priority to preferring such products and services whenever possible.
It acts being aware of its impact on the local pollution. It takes measures against noise pollution, water emission, odor emission, and waste generation. It places importance on protection of the ecosystem and biological diversity.
Decreasing the Consumption of Natural Resources
It uses the natural resources effectively and efficiently in line with the sustainability principle.
It ensures the creation of the infrastructure required to increase the resource and energy efficiency and decrease their consumption, and supports the projects and applications developed to that end.
Considering People and the Environment while Growing
It adopts the sustainable growth strategies to leave a better world to the next generations while extending all its activities, products, and services and planning its new investments.
It targets to decrease its emissions and noise level with its next generation environment-friendly aircraft that increases fuel efficiency by modernizing its fleet.
It places importance on protection of the natural ecosystems and biological diversity.
Developing along with Stakeholders
It works to increase the environmental awareness of its own employees. It shares its good environmental practices with all its stakeholders; popularizes them; and encourages its stakeholders to participate through multidirectional communication
It measures its environmental performance regularly against the performance criteria it has determined, monitors its development, and shares it with all its related parties through the Sustainability Report it publishes annually.
It evaluates the feedbacks coming from the national and international rating agencies, its employees from all levels of its organization, and all its related parties, considers every possible feedback, and takes actions to improve its Environmental Management System consistently.
It reviews the Environmental Policy periodically, updates it when necessary, and shares it with its related parties.
As Turkish Airlines we lend ear to our customers without any economic expectation by providing communication opportunities through which our customers can deliver their expectations, complaints, suggestions and satisfaction in passenger transportation activity that we perform with a customer-oriented approach. We implement compensation methods to ensure customer satisfaction as well as evaluate feedbacks of our customers and produce solutions by considering national and international legal requirements, legislative requirements, civil aviation rules and documented information of the Company.
We assess and manage the processes for understanding, identifying, analyzing, directing, providing solutions and notifying results to customers in the most accurate manner about customer complaints related to our operations with a customer-oriented approach in accordance with the principles of transparency, accessibility, responsiveness, objectivity, confidentiality and accountability, as well as we utilize such and information to ensure our continuous improvement.
In accordance with the expectations and requirements of our customers, we continuously improve our processes by using the feedbacks received particularly from our customers and employees, as well as from all of our stakeholders and by providing all necessary resources to improve our products and services.
As Turkish Airlines Incorporation, we adopt the principles of using energy with the maximum efficiency, reducing the use of natural resources, and sustainable development. In this context, Turkish Airlines declares its Energy Policy in order to bring together its employees, customers, suppliers, sub-employers, affiliates, all business partners and shareholders for the same purpose.
Obeying Legal Legislation and Requirements
It obeys the national and international legal legislations and requirements related to energy use, consumption, and efficiency; it carries out our activities by obtaining all information and resources necessary for an energy management system targeting continuous development in line with our goals and targets.
Managing the Resources
It provides the human, technology, infrastructure, finance, etc. resources required for Energy Efficiency and reduction of the use of Natural Resources, and gives priority to energy efficiency in the investments and operations planned for the future.
It purchases the energy-efficient products and services and prefers designs that contribute to improvement of the energy performance and follows efficient technologies in all processes.
It works to improve our energy performance continuously.
It continuously reviews our performances by monitoring our goals and targets set in compliance with our policy with the Energy Performance Indicators.
Bequeathing a Habitable World for Future Generations
It carries out projects increasing the energy efficiency to decrease the greenhouse emissions arising from our operations, and aims to increase the use of the renewable energy resources. Developing along with Stakeholders It carries out works to raise energy efficiency awareness of our employees and society by establishing an effective communication with all our stakeholders.
Developing along with Stakeholders
It carries out works to raise energy efficiency awareness of our employees and society by establishing an effective communication with all our stakeholders.
Turkish Airlines declares the Sustainability Policy based on the sustainability strategy to unite its employees, customers, providers, affiliates, all business partners, and shareholders around the same goal for its future.
Our Company’s Sustainability Policy is based on our sustainability strategy and the priority issues determined considering our stakeholders’ expectations.
Adoption of Corporate Management Culture
Adopting the Corporate Management Principles as its corporate culture, Turkish Airlines complies with the national legal requirements, other national and international requirements, and the aviation sector regulations, with which it is liable to comply, and develops methods going beyond the national and international rules where applicable.
It works to detect the risks that may jeopardize the continuity of all its activities, products, and services as well as the opportunities that may support its development in advance, to determine the correct actions for the detected risks and opportunities, to implement such actions, and to manage the risks and opportunities.
Climate Change Combat
Turkish Airlines is fully aware of the impact of the aviation industry on the climate change. Therefore, it acts being aware of the importance of the works carried out to decrease the carbon footprint.
It supports the fuel efficiency initiatives and takes measures to decrease the greenhouse gas emissions to decrease and eliminate the factors that may worsen the climate change. It supports the sustainable biofuel research and development works.
Considering People and the Environment while Growing
It acts with an awareness of the fact that the resources in the world are not infinite and the responsibility of leaving a carefully protected environment for the future.
It takes preventive measures against noise pollution and wastes. It minimizes wastes by giving priority to the use of sustainable products with the life cycle understanding and support to recycling. It motivates its providers and affiliates accordingly.
It places importance on protection of the natural ecosystems and biological diversity.
Adding Value to Stakeholders
Turkish Airlines provides all its customers with the highest possible standards to ensure flight safety and security, and designs, implements, and audits all its processes with the same care so that these standards can be applied in a sustainable manner.
It monitors the customer satisfaction continuously, measures it periodically, and carries out the works, designs and implements the projects required to increase the customer satisfaction.
It monitors its employees loyalty and satisfaction continuously by making periodic measurements, and offers a better Employee Experience by developing projects to increase their satisfaction.
It offers its employees the latest human resources and sector practices that will make contributions to the corporate culture. It keeps its employees’ health and motivations at the top level and invests in their personal and professional developments.
It protects the confidentiality, integrity, and accessibility of information under the national and international legal requirements, and develops projects to ensure the security of the information that belongs to all its stakeholders.
Improving the Balance between Female and Male Employees
It creates equal opportunity in the human resources selection and evaluation processes. It aims to increase the women’s employment rate in operational and governance areas. It carries out works to make contributions to improvement of the gender balance at each level in the aviation sector, and supports the relevant national and international projects.
Adding Value to Society
It respects the universal human rights and complies with the laws and regulations in force in every country it operates.
It respects the cultures, traditions, histories, values, and social norms of the societies in which it operates, and considers the expectations of all concerned parties.
It acts being aware of that its corporate social responsibility is universal at all stations where it performs a flight, and supports the social responsibility projects at these stations.
Compliance with the Code of Conduct Principles
It defines the policies, principles, and rules all its employees and managers are liable to comply with.
The acquisitions it has gained through ethical conducts and the fight against corruption serve the purpose of becoming the identity and course of conduct of Turkish Airlines employees in the long run.
Sustainable Growth and Profitability
It aims to create value for everybody living in the society and adopts the sustainable growth strategies to leave a better world to the next generations while extending all its activities, products, and services.
With its wide connection network, it supports the local economic and social developments in the regions it flies to.
Support to Innovation
It targets to decrease its emissions and noise level by increasing its fuel efficiency through the next generation environment-friendly aircraft by modernizing its fleet.
It follows the technological developments continuously and supports the innovative projects.
It monitors and measures the development of its sustainability performance. It reviews its practices and Sustainability Policy in line with the performance results, and updates and shares the same with the concerning parties when necessary.
It works to improve its sustainability performance continuously.
It develops its sustainability strategy continuously in line with the expectations and interests of the stakeholders.
Turkish Airlines is a leading airline in Europe that is active on a global scale and preferred for its flight safety, reliability, product range, service quality and competitive position in the civil aviation sector.
Turkish Airlines hereby announces its Information Security Policy to ensure the security of any information assets (electronic records, video records, pictures, printed documents, verbal information, etc.) they own or are obligated by national and international laws, regulations, contracts, standards and ethics to protect and to destroy or anonymize such information when necessary.
This policy applies to all Turkish Airlines departments using the Turkish Airlines information processing systems, users with access to the Turkish Airlines information processing systems as a third party and the service, software or hardware providers that give technical support to the Turkish Airlines information processing systems.
The parties in this scope are required to comply with the rules and requirements specified in the documents, in which there are also sanctions, created for the purpose of managing the relations between Turkish Airlines and its employees and stakeholders.
According to the Turkish Airlines Information Security Policy;
Original is signed.
CEO and President
Approval Date: 08.06.2017
Entry into Force: This policy shall enter into force on the first business day following the date of approval.