KÜHEYLAN HUKUK
Flight Cancellation, Delay and Ticket Denial: Passenger Rights and Compensation Amounts Within the scope of SHY-Passenger Rights Regulation, ticket refund, maintenance services, 250 / 400 / 600 Euro compensation, emergency exception and application methods have been updated as of 2026
Delays, cancellations and denial of boarding on flights departing from Türkiye or operated by Turkish airlines are regulated by the passenger rights regulations of the General Directorate of Civil Aviation. Depending on the situation, the passenger is provided with maintenance services such as ticket refund, alternative flight, food and beverage and accommodation. With the change in December 2024, the right to compensation has also arisen if the final destination is reached 3 hours or more late due to technical or operational reasons. Compensation is determined as 100 Euros (domestic), 250, 400 or 600 Euros depending on the flight distance and is made in Turkish lira at the Central Bank foreign exchange selling rate on the payment date. The airline can avoid compensation by proving that an extraordinary situation exists and that it has taken all possible precautions.
Regulation on the rights of passengers traveling by air; It covers flights of airlines established in Türkiye to and from Türkiye and flights of foreign airlines departing from airports in Türkiye. Having a confirmed valid ticket and checking in within the specified time are the basic conditions for benefiting from the rights.
For flights of a foreign airline departing from outside Türkiye, the passenger rights regulations of the departure country and the European Union, if any, may come into question. This guide is based on the regulation in Türkiye.
Delay of 5 hours or more It is treated as cancellation Ticket refund, return flight or alternative flight right
With the change that came into force in December 2024, the passenger has the right to compensation if the final destination is reached three hours or more late due to technical or operational reasons. No compensation will arise for delays caused by extraordinary circumstances, but maintenance services will continue to be provided.
In case the flight is cancelled, the passenger; You can use one of the options of refunding the ticket price, alternative flight at the first opportunity, or flight at a later date. If the airline notifies the passenger of the cancellation at least two weeks before the flight, no compensation liability arises. In cases where the notification is made between two weeks and seven days, the passenger must be offered an alternative flight that offers departure and arrival at reasonable hours in order to avoid compensation.
If a passenger is not accepted onto the plane due to reasons such as overselling tickets, a volunteer passenger is sought first. If there is no volunteer, the airline pays compensation if the passenger is denied boarding without a valid reason. Reasons such as lack of a passport or visa, lack of an airworthiness certificate during pregnancy eliminate the right to compensation.
Compensation is paid in Turkish lira at the Central Bank of the Republic of Türkiye foreign exchange selling rate valid on the payment date. If the arrival time with an alternative flight falls within certain ranges, compensation can be reduced by half. The compensation in the regulation does not prevent the passenger from claiming additional compensation in accordance with the general provisions in cases where the passenger suffers more damage.
The airline is exempt from paying compensation if it proves that the flight cancellation or delay was caused by an extraordinary situation that could not be avoided despite all reasonable precautions. Events such as adverse weather conditions, air traffic control decisions, security risks, and strikes are put forward in this context. The existence of a technical malfunction alone is not considered an extraordinary situation in most cases; It is examined whether the malfunction is part of the normal maintenance of the aircraft and whether it is preventable. The burden of proof is on the airline.
Document collection: Ticket, boarding pass, reservation confirmation, delay or cancellation notification and expense receipts are stored.
Written application to the airline: Request for compensation and refund is made in writing and a response is awaited.
General Directorate of Civil Aviation complaint: If the airline does not respond or rejects the request, a complaint is filed with the DGCA.
Arbitral Tribunal or case: If the dispute value is below 186,000 TL (2026), the Consumer Arbitration Tribunal is authorized; if it is above, the Consumer Court is authorized after mediation.
It is important not to delay the application in order not to miss the statute of limitations and limitation periods for compensation and expense claims.
The passenger bought a ticket to travel from Istanbul to a city 2,100 km away. Due to a technical malfunction, the plane took off four hours after departure and the passenger reached his final destination with a delay of four hours. The airline only offered drinks and refused to pay compensation.
Since the flight distance is between 1,500 and 3,500 km, the compensation amount is 400 Euros. The delay was due to technical reasons and exceeded 3 hours upon final arrival; If the airline cannot prove an extraordinary situation, compensation will arise. The passenger must keep his/her documents and make a written request. If he/she cannot receive a response, he/she must complain to the DGCA and, if necessary, apply to the Consumer Arbitration Committee.
How many hours before the flight should I check in?
To benefit from the rights, the passenger must check in within the time period determined by the airline. The hours announced by the airline must be adhered to.
I missed the connecting flight due to delay, do I have rights?
For connecting flights purchased with a single ticket, the delay at the final destination is taken into account. For separate tickets, the scope of rights is evaluated according to the ticket structure.
Will I receive compensation in Euros?
The regulation determines the amounts in Euros, and the payment is made in Turkish Lira at the Central Bank foreign exchange selling rate on the payment date.
If the airline offers coupons or miles, do I have to accept?
It is not mandatory. The passenger reserves the right to pay in cash; Coupons or miles can only be accepted with the express consent of the passenger.
Do I have to go on the flight to get a refund for the ticket?
In case of cancellation or delay exceeding five hours, the passenger may cancel the flight and request a refund of the ticket price. In this case, alternative flight rights cannot be used.
Not keeping delay and cancellation documents, boarding pass and expense slips.
Applying to the airline only by phone and not creating a written record.
Impulsively accepting a coupon or mile offer instead of compensation.
Accepting the emergency defense as true without proof.
Not following the application methods in order and passing the deadlines.
Flight delays and cancellations are seen as an unavoidable inconvenience by most passengers. However, the legislation provides maintenance services, ticket refunds and compensation assurance under certain conditions in these cases. With the 2024 amendment, the 3-hour delay threshold has brought a significant expansion in favor of passengers. Exercising the right depends on collecting documents in a timely manner and submitting a written request to the correct addressee.
Küheylan Law Firm provides legal support to consumers in passenger rights disputes, reviewing delay and cancellation documents, conducting correspondence with the airline, DGCA complaints, Consumer Arbitration Committee and court processes. Correct evaluation of the emergency defense often determines the outcome.
Important Legal Notice: This guide has been prepared for general information purposes and does not constitute legal advice. Legislation and judicial precedents may change; The concrete circumstances of each event are different. In order to avoid loss of rights, a case-specific legal evaluation must be made in terms of lawsuit, application and objection periods.
Burhaniye Mh. Neşetbey Sk. No:12/5 Floor:5 Flat:3 Üsküdar/İstanbul | info@kuheylanhukuk.com | kuheylanhukuk.com | © 2026 Küheylan Law Firm
KÜHEYLAN HUKUK