File a claim with Turkish Airlines: When and how?

When you book a flight by buying a ticket from Turkish Airlines, you must systematically be parties to the air transport agreement with the Turkish company.

Whether it is you or another traveller, in the event that you are faced with a rude attitude from the crew, loss or damage to luggage and insufficient quality of the services provided, he has the right to write and address a complaint to the competent authorities. The main task of the passenger in the event of a conflict situation is to defend his rights and rely on the legislation of the Turkish Federation.

Make a complaint request

The most common grounds for filing claims against Turkish Airlines are:

– Cancellation and prolonged delay of the flight due to the fault of the company, without prior warning to the passengers;

– Refusal to serve customers without giving reasons;

– Flight cancellations not related to a case of force majeure;

– Refusal to provide drinks, hot meals and accommodation in the event of canceled and delayed flights;

– Refusal to exchange or return a plane ticket;

– Collection of additional commissions of which the client of the company was not initially informed;

– Material or moral damage suffered by the passenger;

– Damage to or loss of baggage resulting in material loss;

– Delay of a passenger in one of the airport instances due to the fault of Turkish Airlines, due to which he was unable to board the plane in a timely manner;

– Insufficient quality of the services provided, for example: lack of or bad food;

– Negligent or rude attitude of airline personnel.

When filing a claim, the passenger must have justified reasons. In addition, it is important to keep any evidence that can support the accuracy of the customer and the inconvenience caused by Turkish Airlines and its employees. These include tickets and boarding passes.

Deadlines for filing your claim against Turkish Airlines

Complaints resulting from a flight delay, cancellation or overbooking, or loss or damage to baggage may be filed no later than six months after the flight.

From the day on which the reason for filing a complaint arose. In the event of a problem with the passenger’s luggage such as: lack of articles or objects in the luggage, delay in delivery of the suitcase, … the period is counted from the day after the deadline for recovering the luggage; when compensating for the loss of luggage after a period of ten days.

During international flights, in the event of a problem with the baggage, the delay is:

– Baggage delivery delay

One to two weeks (7-14 days) if damaged; up to three weeks (21 days) from the date of arrival

– Loss of baggage

Up to one and a half years (18 months) from the date of landing of the airliner. It is necessary to file a claim immediately, after the occurrence of a situation that caused inconvenience or damage to the passenger. The best option is to write to the destination point or the starting point. If that’s not possible, you can use several other options:

– On the official portal of Turkish Airlines by filling out its contact form;

– Call the airline’s customer service;

– Go to a TA office and file the claim

– Send and submit a registered letter of complaint to the address of the administration of the air carrier.

An important point when preparing a claim is a competent and reasonable statement of the reasons that led to unpleasant consequences for the TA passenger. In addition, it is mandatory to indicate the details of the bank if there is evidence of damage requiring monetary compensation.

At Turkish Airlines, the deadlines for examining complaints, regardless of their nature, are up to one month. If after contacting the customer service department of the airline, the passenger received a written refusal or non-compliance with the request, he has the right to file a complaint with higher authorities and protect his rights.

Submit your complaint a complaint against Turkish Airlines via the official website?

To send a letter of complaint, a passenger can use the easiest and fastest way, for this it will be necessary to go to the website of the Turkish national carrier and submit a request through the contact form.

It is important to understand that all complaints containing obscene language, insults to the administration of the company and its employees, as well as other points that violate the legislation of the Turkish federation are not taken into consideration.
The passenger must receive an answer within two to three weeks from the date of submission of his file.

The following information must be entered on the form?

– The subject of the complaint;

– Personal data of the applicant (telephone, e-mail, name,

– First name, residential address);

– Flight details (flight, ticket, booking number, departure/arrival date);

– Information on baggage (in the event of late delivery, damage, loss);

– Reason for complaint + proof of the prejudice suffered;

Contact Turkish Airlines Customer Service

Another option for contacting TA is to call one of its telephone customer relations agents:

13 Replies to “Turkish Airlines: Claim”

  1. R D

    I bought Turkish tickets Bucharest- Antalya – Bucharest for me and my family – wife and 2 little kids, 4 segments but as one ticket. First segment was Tarom, but, I repeat, it’s Tk selling Tarom flights as they have an agreement. We were denied boarding because was overbooking, Tarom said Turkish, Turkish said Tarom. Still have no money back and Tk said:
    First of all, we are sorry for your dissatisfaction.
    Based on your message we would like to inform you that according to the mutual marketing agreement between Turkish Airlines and other airlines, other airlines may sell tickets to flights operated by Turkish Airlines and equally Turkish Airlines may sell tickets for flights operated by other airlines.
    These flights are being referred to as codeshare flights. According to the agreement,all events which may occur prior to or during the flight, delays, cancellation, denied boarding, operational planning etc. are within the responsibility of the carrier airline.
    We have seen that your flights are operated by Tarom Airlines.
    For this reason, please contact the related airline for further inquiries.
    Sincerely Yours,
    S K.
    Customer Representative
    Customer Contact Center”
    What should I do? Even now Turkish are selling on the website those kind of ticket and, afther they took your money, wash thier hands.. Well, it’s not possible..

  2. Farhan Shaikh

    Dear Team,

    I hope you’re all well.

    I am not getting any feedback reply for almost 2 months from Turkish airlines for my 600 euros compensation and for my expenses.

  3. emebet Gmichael

    I am writing this in reference to my lost luggage, it is been a week now since my luggage is lost. i have items in there that can go bad and will go bad and i am also afraid it will mess up gift that i have brought to people and my own clothing. I have attempted to reach out for updates but there is none- Your airlines does not care for people and their frustration and all the inconvenience and mental stress you cause. i want my bags and tell me what you will be doing for all those items that have gone bad, my clothing and the gifts i had in there. Please tell me what is happening. I was told i have to write a complaints i honestly so done writing because it will not change anything but i need to get my claim going and looks like there is no other way. Reading other comments that people been going through hell for over months tell me it is waste of my time but for my own conscious and right i will give a try and see how you can solve this situation.
    your airlines also canceled my trip twice was delayed for a long time on my way back from Istanbul to Dallas.

  4. Anastasia Dafnou

    On my trip from Constantinople to Boston I wanted to ask the front desk if there is availability for business class. The lady in the beginning she ignored me and then I asked her again. After she made a call she gave me a price and I said ok. She got me waiting for an hour holding my credit card but nobody helped me . I needed comfortable seat because I did a surgery on my knee .

    So after we landed in Boston the guy waited for me with a wheelchair. While we were on our way to the exit he freaked out and yelled to me . He thought that I was recording him with my phone . I was on my phone to call my husband to pick me up . He was very rude and instead drop me off where he supposed to he said now you have to walk and follow the green line to go out .

  5. Moosa Najafipour

    Dear Turkish Airlines,
    My family and I are very unhappy with the service we have been provided. We had a round trip flight from New York to Istanbul then to Iran. We had a layover time of 15hours in Istanbul and wasn’t provided a hotel. We now have a flight Friday morning at 6 to Istanbul which we have another layover time of 15 hours. My wife recently had surgery and can’t wait that long so we need a hotel for the day and was promised one on the way here but didn’t receive.


    They reservations team originally were super helpful. THEN we accidentally got disconnected and I tried to call them back and they we’re not helpful at all. They kept hanging up on me EVERY SINGLE time I called, even when they could tell that I was distressed by their actions. HOW CAN YOU ALLOW SUCH BEHAVIOUR FROM YOUR STAFF?

    I also called your Turkish Airlines for missed flights, the individual was beyond condescending and rude and unhelpful. ONCE AGAIN HOW ARE YOU ALLOWING SUCH ACTIONS TO TAKE PLACE AND NOT TRAINING YOUR STAFF TO BE MORE SUPPORTIVE, EMPATHIC AND HELPFUL! Not to mention they kept hanging up on the travel agent from Australia who was also trying to assist my family who was stranded.

  7. Mostafa HASSISSI


    I regret to inform you that, on July 30, 2023, I was subjected to many incomprehensible harassments by a Turkish Airlines employee, before I boarded the flight “TK1943”, which was to depart at 11:35. Confirmation n° (VQAIII)
    It should be noted that the aforementioned employee asked me a set of questions related to the reason for my visit to Belgium, questions that I cannot disclose. First: they fall within the confidentiality of my work, and secondly: they do not fall within the framework of her powers. Thirdly, because the Moroccan diplomatic passport is not subject to a visa to enter the Belgian territory, based on the agreement signed between the two countries within the framework of the principle of reciprocity.
    I, the employee, prevented me from boarding the plane on the pretext that the passport will expire in less than three months, a condition that applies only to regular passports that are subject to the visa regime, and not to official passports, as this decision led to my failure to participate in an important meeting for me at home.
    It also cost me material consequences due to the cost of paying new repatriation expenses to Morocco instead of Belgium and incurring additional expenses such as the hotel and so on “CONFIRMATION HOTEL IN BRUSSELS”
    Accordingly, and based on all of the above, I decided take legal action against the perpetrator of these acts, to inform to the esteemed Ministry, for the problems she caused me due to her lack of respect for the privacy of diplomatic work.
    So, the news

    Head of Consular Affairs
    Kingdom of Morocco
    Mostafa Hassisi

  8. Oomawtee Rima

    Baggage damage assistance not follow their instructions how bad experience for my mother it’s the first time n may b last time also neverever again fly with Turkish airlines

  9. Oomawtee Rima

    Hello how bad services from Istanbul to Palermo Italy my mother is old had not treated well n let her in airport more than 9 hours not accompanied her to final destination

  10. Ekaterina Bublik

    Good afternoon,
    I had a terrible experience with Turkish Airlines. At the end of May I traveled from Panama to Istanbul (TK0904) and from Istanbul to Belgrade (TK1081). Upon arriving to Belgrade Nikola Tesla Airport I noticed that my luggage had not arrived with me. I immediately applied to the lost and found office.
    I have a lot of important things in my baggage and this problem really upsets me. I was left without nearly all my clothes, my favourite books, my diaries with personal information. It’s really awful situation.
    There is a pink large suitcase and a travelling bag. I don’t understand how is it possible to lost them…
    It has been nearly two months now and my baggage is still missing. I’ve been calling and writing Turkish Airlines regularly during this time but there are no results. I’m very disappointed and I have no confidence in Turkish Airlines anymore.
    I need my luggage or at least a compensation for my pain and delay baggage expenses.
    I really hope for your help and I look forward to hearing from you.

    Thank you,

  11. Mariam Huthman

    Hello, am highly disappointed with the treatment I got from Turkish airlines trying to change my travel date. The company need to address this properly. A passenger should be able to change date at anytime not necessarily when you travel to the city office or airport.
    I have not been able to change my date when there is urgent matter to attend to. This is really bad

  12. Kirill


    Dear representatives of Turkish Airlines,

    I am writing to you with a complaint regarding an unacceptable incident that occurred during my journey with your airline. I hope for your attention to this matter and a resolution to the problem.

    On the date of June 2, 2023, I purchased three tickets for a flight from Antalya to Sarajevo (Bosnia and Herzegovina). The ticket issued in my name, Kirill Makushkin, was without baggage, while the tickets for Anastasia Makushkina and Miroslava Makushkina were purchased with baggage allowance.

    However, upon arrival at the airport on June 13, 2023, we encountered deception from one of your employees at the check-in counter. He claimed that all our tickets did not include baggage allowance. In search of an explanation, we approached the Turkish Airlines office, where we were also informed that all our tickets were showing up in the system without baggage allowance.

    During the ticket purchase, we clearly and specifically indicated that two out of three tickets should include baggage allowance. We made this choice consciously and according to our transportation needs.

    Unfortunately, time was very limited, and we had to take the opportunity to pay for additional baggage to avoid any delays or transportation issues. We were forced to pay an additional 3489TL for two baggage spaces.

    Considering the described situation, I demand the following from Turkish Airlines:

    Immediate review of this problem and examination of the documentation related to our tickets.
    Refund of the additional baggage payment of 3489TL that we have attached to this complaint. I request the amount to be refunded to my bank account at

    Correction in the system and ensuring that our tickets for Anastasia Makushkina and Miroslava Makushkina are properly marked with baggage allowance according to our original requests.

    I have attached copies of our tickets and the baggage payment receipt in the appendix. I request you to analyze this information and respond to me within 14 days with confirmation of the acceptance of my complaint and the next steps for its resolution.

    If appropriate measures are not taken to address this issue within the specified timeframe, I will be forced to approach the relevant consumer protection authorities and consider the possibility of legal action.

    I hope for your understanding and a prompt resolution to this situation. Thank you for your attention to my complaint, and I await a positive response.

  13. Tasleem riaz


    I just wanted to write a complaint about my flight from to Toronto -> instanbul -> Jeddah. This has been one of the worst experiences I’ve had flying. I need a wheelchair because I can’t walk so I request one for my trip at the checkin when we got to Pearson. When we landed in Istanbul, the person handling the wheelchairs made me walk all over the airport and eventually I had to beg someone to take me to the gate. They took me on the buggy and left me in the middle of the airport. I was flying with my kids and lost them because the wheelchair people were taking me to random place. I had to walk too much and my legs are still hurting. Aside from the service, the food made my daughter sick. The food from Pearson to Istanbul made her vomit during the layover, the next flight and when we were in Jeddah. Aside from the assistance and food issues, my sons bag was also tampered with. He checked in his carry on which had his camera in it. When he opened to get the camera out, he found that his lenses where opened and there were not closed properly that caused dust and scratches to form on the lens.

    Please tell me how you can resolve this Issue, because these issues severely effected my families trip.


Leave a Reply

Your email address will not be published. Required fields are marked *