OUR POLICY

In Türk Hava Yolları A.O. (“Turkish Airlines”), safety is the first priority for our passengers and employees. We, as Turkish Airlines Management, hereby declare that it is our responsibility to develop, employ and continuously improve a safety management system, with the objective of establishing a level of safety performance that meets national and international standards. All levels of management and employees are responsible for maintaining and continuously improving the level of safety.

Our management is committed to:

• Provide and promote the necessary human and financial resources to support this policy.
• Define accountabilities and responsibilities for all management and employees with regard to safety management system.
• Ensure that the employees are competent in concepts of safety by providing regular and ongoing support for safety training and awareness.
• Ensure that the operation is conducted safely in accordance with human factors principles in terms of how people interact with operational environments.
• Foster and encourage a positive safety culture that features flat, just, adaptive, committed, informed, learning, and reporting elements among employees.
• Encourage employees to report safety-related hazards and occurrences, which will be handled in a non-punitive manner, except for cases involving gross negligence, willful violations and destructive acts.
• Ensure safety hazards are identified and risks are managed and mitigated to an acceptable level.
• Ensure that all relevant safety events are analyzed and investigated, corrective and preventive actions implemented.
• Encourage all employees to cooperate with the compliance monitoring requirements and investigation needs.
• Follow up with safety related actions and keep track of their effectiveness.
• Process, routinely review, and aim to continuously improve safety performance indicators.
• Periodically review safety policies, procedures and practices to ensure compliance with standards, regulations and best practices.
• Ensure that externally supplied systems and services that impact upon the safety of our operations are aware of this policy and meet appropriate safety standards.
• Require all employees to familiarize themselves and comply with safety policies and procedures.
• Operate a Fatigue Risk Management System (FRMS) in accordance with our PL.10.21.003 Fatigue Risk Management Policy.

Turkish Airlines; 

Acts in accordance with the relevant standards, the national and international aviation regulations it is liable to comply with, and the legal and other requirements within the scope of the Quality Management System. Commits to the continuous improvement of the Quality Management System by using the appropriate method and resources with the participation of employees in order to achieve its goals and objectives. 

Seeking Excellence in Service 

Works to raise the flight, training and cargo transportation services it offers to higher levels by adopting a culture of excellence. 

Attaching Importance to Safety and Security in all Services 

Works as focused on “zero error” target to ensure flight safety and security by using competent human resources, advanced technological means in working environments equipped with the appropriate infrastructure. 

Exhibiting a Customer-Oriented Approach 

Evaluates the customers’ current and future expectations and needs by considering their different cultures, and provides services exceeding the service provided by its competitors. 

Evaluates all feedbacks effectively to keep the customer’s satisfaction at the highest level. 

Making a Difference with Employees 

Provides service through the employees who are aware of the value their works will add to the service given to the customer, who own the Company's values, who produce solutions, who adopt their works, who share their knowledge, who know and participate in teamwork, who develop themselves continuously, who are encouraged to show leadership, and whose needs and expectations are taken care of. 

Using the Best Technology 

Ensures that the best available technology is used in its activities by following the innovations that will make a difference among the competitors. 

Managing the Resources 

Provides and effectively manages all the resources needed to maximize safety, security, and quality. 

Having a Say in Global Civil Aviation 

Carries out works as focused on playing an active role in the management, activities, and decisions of the national and international civil aviation organizations. 

Joining Forces with our Stakeholders 

Joins forces by taking into account the needs and expectations of all stakeholders for the continuity of stable growth and long-term success worldwide.

Improving Consistently 

Plans and carries out its activities with a risk - and opportunity-oriented, systematic approach. Monitors the effectiveness of all activites in order to improve the performance of the Quality Management System continuously. Takes and maintains the improvement opportunities to reduce risks and turn them into opportunities.

Türk Hava Yolları A.O. (Turkish Airlines) 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 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 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 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 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 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 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.

To Provide Necessary Resources for Security

Turkish Airlines ensures the provision of the resources necessary for the successful implementation of the security policy.

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.

Perpetuating Success

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 Inc.,its mission is to become Europe's leading air carrier of choice with a global network of coverage network thanks to its strict compliance with flight safety, reliability, product line, service quality and competitiveness whilst maintaining its identity as the flag carrier of the Republic of Türkiye in Civil Air Transportation İndustry.
Turkish Airlines Inc., 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, provides trainings to its employees on environmental issues. It shares its good environmental practices with all its stakeholders; popularizes them; and encourages its stakeholders to participate through multidirectional communication.

Improving Consistently

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.

Following Technology

It follows efficient technologies in all processes and considers energy efficient products, services and designs that contribute to the improvement of energy performance as a priority criterion in purchasing processes.

Developing Continuously

It works to improve our energy performance and energy management system continuously.

Performance Monitoring

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 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. 

Continuous Improvement 

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;

• Confidentiality, integrity and accessibility are the principles for information security in the processing, transmission and storing of information.
• All Turkish Airlines employees and stakeholders protect the information that has been assigned to them and their access information according to the written rules and commitments and when it becomes necessary to share the information they act according to the Turkish Airlines policies.
• Neither onsite nor remote access is given for any facility, resource and information that a direct right has not been assigned. Access authority is checked and tested when necessary or periodically, and rearranged when necessary.
• All of the Turkish Airlines information systems are securely monitored, recorded and subjected to tests when necessary by Turkish Airlines, in compliance with legal regulations.
• Suitable cryptographic methods are used when transmitting and storing all critical information that is required to be protected by law or carries a risk for Turkish Airlines.
• Turkish Airlines has developed the Information Security Management System with a systematic risk approach methodology. Each type of information asset is classified by the specified methodology, subjected to a risk analysis and controls are applied to minimize any risks to an acceptable level.
• The management of all access authority and any processes that are carried out on these information assets are realized with consideration for the class value and risk value.
• All information security violations (real or suspected) are reported to the Turkish Airlines Cyber Incident Management Team (CIMT). The Turkish Airlines CIMT will respond to all incidents that are reported.
• All Turkish Airlines employees act on a “need to know” principle and provide a written commitment to comply with confidentiality rules.
• Turkish Airlines ensures the security of information and access in relations with third parties through written contracts and commitments obtained from third parties.
• The Turkish Airlines Information Security Policy and Information Security Management System are reviewed periodically in Compliance Review Board meetings and are revised in the framework of a constant improvement principle.

FUNDAMENTAL PRINCIPLES

RESPECTING HUMAN RIGHTS

DIVERSITY and EQUAL OPPORTUNITY

FORCED LABOR, MODERN SLAVERY, HUMAN TRAFFICKING

BULLYING and HARASSMENT

CHILD LABOR

WORKING CONDITIONS and WORK-PRIVATE LIFE BALANCE

RENUMERATION

TRAINING and DEVELOPMENT OPPORTUNITIES

FREEDOM OF ORGANIZATION and COLLECTIVE BARGAINING RIGHT

PROTECTION OF PERSONAL DATA

SAFE and HEALTHY WORKPLACE

ENVIRONMENTAL CONSCIOUSNESS

IMPLEMENTATION PRINCIPLES

Türk Hava Yolları A.O. (Turkish Airlines) declares, in its Compliance Policy, the effective implementation of the laws and national and international civil aviation regulations to which it is subject with the intention of ensuring the utmost safety and security in all the operations it carries out.

Compliance Monitoring Function

Turkish Airlines implements the Compliance Monitoring Function with the intention of ensuring continuous compliance and conformity of all operations carried out with the laws and national and international civil aviation regulations to which it is subject as well as Turkish Airlines's own requirements.

Compliance Monitoring Program

Turkish Airlines prepares and applies the Annual Compliance Monitoring Program that includes the feedback system, which requires any non-compliance, non-conformity revealed as a consequence of compliance monitoring activities as well as any corrections and corrective actions to be performed in order for elimination of such non-compliance and nonconformity to be reported to the senior management.

Creating and Encouraging the Compliance Culture

Turkish Airlines ensures that all works required to create and encourage the corporate compliance culture are carried out, and supports the compliance awareness raising activities in order that the compliance can become a component of the corporate management system.

Provision of Top-Level Communication Environment

Turkish Airlines promotes an impartial flow of information and communication culture between the senior management and its employees with the intention of ensuring compliance with the laws and national and international civil aviation regulations to which it is subject in all its activities. It encourages reporting of the unintended events caused by human error while performing the abovementioned activities, and promises that it shall not use such reports coming from the employee for punitive purposes.

Increasing the Effectiveness and Efficiency

With the intention of assuring the compliance, Turkish Airlines ensures that the compliance audits and checks are performed by trained and competent human resources.

Resourcing

Turkish Airlines provides all the necessary financial and human resources in order to pursue the Compliance Policy effectively.

Continuous Improvement of Compliance Monitoring Function

With the intention of ensuring compliance, Turkish Airlines reviews the methods it employs in all its organizational structuring and activities. It carries out this activity in a systematic manner to allow continuous improvement.