Flight Delays and Cancellations: Passenger Rights in Türkiye (SHY-YOLCU)

Your flight was cancelled, delayed for hours, or you were denied boarding because the flight was full. In Türkiye these situations are governed by the Directorate General of Civil Aviation’s (SHGM) Regulation on the Rights of Passengers Travelling by Air (SHY-YOLCU). It was last amended on 10 December 2024, when compensation was extended to certain delays. This article outlines the regulation; it is not legal advice, and the full text is on the SHGM website.

Which flights are covered?

• All flights by Turkish airlines to and from airports in Türkiye,
• Flights by foreign airlines departing from airports in Türkiye.

You need a confirmed booking and must have presented yourself for check-in on time: by the time the airline stated or, if none was stated, at least 45 minutes before departure. The check-in condition does not apply to cancellations. Flights departing from an EU airport fall under EU Regulation 261/2004, which the Turkish regulation was modelled on.

Compensation amounts

Where compensation is due (see below), the regulation sets:

• Domestic flights: EUR 100
• International flights of 1,500 km or less: EUR 250
• International flights of 1,500–3,500 km: EUR 400
• International flights over 3,500 km: EUR 600

Distance is measured to the final destination by the great-circle method. The Turkish lira amount uses the Central Bank’s selling rate on the day the compensation is paid. If the airline offers an alternative flight that gets you there no more than 2 hours late (up to 1,500 km), 3 hours late (1,500–3,500 km) or 4 hours late (longer flights), it may cut the compensation by 50%.

If your flight is cancelled

The airline must offer a refund, or an alternative flight to your destination at the earliest opportunity or on a later date that suits you. While you wait you are entitled to refreshments, meals and, if needed, a hotel and transport to it. Whether you get compensation depends on when you were told:

• At least two weeks before departure: no compensation.
• Between two weeks and seven days before: compensation, unless you were offered a flight leaving no more than 2 hours earlier and arriving no more than 4 hours later.
• Less than seven days before: compensation, unless you were offered a flight leaving no more than 1 hour earlier and arriving no more than 2 hours later.

No compensation is due if the airline proves the cancellation was caused by extraordinary circumstances despite all reasonable measures. The regulation lists political instability, weather unsuitable for the flight, natural disasters, security risks, unexpected flight safety shortcomings and strikes. The airline must prove when it informed you, but it is released from liability if you did not give, or gave wrong, contact details it asked for. That is why your phone number and e-mail on the booking matter.

If your flight is delayed

The airline must offer care once the delay reaches 2 hours for domestic flights and flights up to 1,500 km, 3 hours for 1,500–3,500 km, and 4 hours for longer flights. What you get grows with the wait:

• 2–3 hours: hot and cold drinks,
• 3–5 hours: drinks plus breakfast or a meal depending on the time of day,
• 5 hours or more: all of that plus extra drinks and a light snack.

If departure moves to the next day, you also get a hotel and transport, as well as two phone calls or e-mails.

If the delay is at least 5 hours, you can give up the trip and ask for a refund, which must be paid within seven days.

2024 amendment: if your flight is delayed for technical or operational reasons and you reach your final destination 3 hours or more late, you are entitled to compensation (the amounts above) and to a refund or rerouting, as with a cancellation.

If you are denied boarding (overbooking)

The airline must first ask for volunteers to give up their seats in exchange for agreed benefits. If there are not enough and you are denied boarding against your will, your rights to compensation, a refund or rerouting, and care apply immediately. Passengers who volunteer cannot claim this compensation; they receive the benefits they agreed to.

If you are downgraded

If you are seated in a lower class than you paid for, you are refunded the fare difference plus 30% of the ticket price for flights up to 1,500 km, 50% for 1,500–3,500 km and 75% for longer flights, within seven days. If you are upgraded, the airline cannot charge you extra.

How to claim

1. Keep your documents: ticket, boarding pass, delay or cancellation notice, and receipts for anything you paid for at the airport.
2. Claim with the airline first: SHGM asks that complaints go to the airline first, through its customer service form or e-mail.
3. If that fails, apply to SHGM: through its system at kdmerp.shgm.gov.tr; SHGM’s call centre is 444 60 01. Consumer arbitration committees and courts are also available.

If you booked with Kolay Seyahat

Compensation and refunds are paid by the airline that operates the flight. We will give you your ticket details and booking history for your claim; you can reach us on weekdays 09:00–18:00 at +90 212 909 99 71. You can check your ticket’s current status on the booking lookup page.

Cover photo: Atlantic Ambience / Pexels