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). This article outlines the regulation; it is not legal advice, and the SHGM website has the current text.

Which flights are covered?

• All flights departing from an airport in Türkiye,
• Flights to Türkiye from abroad operated by Turkish airlines.

Flights departing from an EU airport fall under EU Regulation 261/2004, which also covers flights into the EU operated by an EU airline.

If your flight is cancelled

The airline must offer you a choice: a refund of the ticket price, or alternative transport to your destination at the earliest opportunity or on a later date that suits you. While you wait, you are also entitled to care: meals, refreshments and, if needed, accommodation.

Compensation may not be due if you were told about the cancellation at least two weeks before the flight, or if it was caused by extraordinary circumstances such as weather, security risks or air traffic decisions. For late cancellations caused by the airline, the regulation sets compensation by distance:

• Domestic flights: EUR 100
• International flights up to 1,500 km: EUR 250
• 1,500–3,500 km: EUR 400
• Over 3,500 km: EUR 600

Compensation may be paid in the Turkish lira equivalent. If the alternative flight you are offered delays your arrival by less than a set time, compensation may be halved.

If you are denied boarding (overbooking)

The airline must first ask for volunteers. If there are not enough and you are denied boarding against your will, you have the same rights as for a cancellation: compensation, refund or rerouting, and care.

If your flight is delayed

Depending on the length of the delay and the distance of the flight, the airline must provide meals, refreshments and a way to communicate. If the delay runs overnight, it must also provide accommodation and transport. For long delays, you can choose not to travel and ask for a refund.

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: in writing, through its customer service form or e-mail.
3. If that fails, apply to SHGM: through its passenger rights complaint channel. Consumer arbitration committees and consumer 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.