QUESTIONS ABOUT ISTANBUL AIRPORT 

A. GENERAL QUESTIONS ABOUT ISTANBUL AIRPORT 

B. QUESTIONS ABOUT REACHING ISTANBUL AIRPORT 

QUESTIONS ABOUT TURKISH AIRLINES 

A. GENERAL QUESTIONS ABOUT TURKISH AIRLINES 

B. QUESTIONS ABOUT CUSTOMER EXPERIENCE 

B1. QUESTIONS ABOUT DOMESTIC/INTERNATIONAL DEPARTING PASSENGERS 

B2. QUESTIONS ABOUT DOMESTIC/INTERNATIONAL ARRIVING PASSENGERS 

B3. QUESTIONS ABOUT TRANSFER PASSENGERS

1. Are the International and Domestic Passenger terminals apart? 

There are no separate terminals for domestic and international flights at Istanbul Airport. All passengers are served under one roof. 

2. Is there a waiting area to meet arriving passengers? 

There is a waiting area in the terminal for arriving and departing passengers. For the locations of all venues in Istanbul Airport and transportation information, IGA’s website (https://www.istairport.com/en) can be used. 

3. Is it possible to obtain a visa at Istanbul Airport? How can we get information in this regard? 

The e-visa can be used at Istanbul Airport as well. As there will not be e-visa kiosks at Istanbul Airport; passengers are required to arrive at the airport after getting a print-out of their e-visas. Passengers arriving to Türkiye should obtain their e-visas from "https://www.evisa.gov.tr/en/" before traveling. 

4. Where will it be possible to buy overseas departure stamp? 

There are two pay desks for overseas departure stamp (required only for Turkish passport holders) between the G and K check-in areas and the passport control zone on the “Departing Passengers” level. The fee is determined by the Ministry of Finance. 

5. Are there flight information boards at the airport? 

How can the flights be seen online? Flights can be viewed on boards inside Istanbul Airport and via online applications. 

6. Do transfer passengers have the opportunity to stay at the airport? 

An airport hotel (Yotel) serves the airport for the accommodation of transfer passengers. 

7. How can prohibited items removed from baggage be retrieved? 

Objects that are inconvenient for flight safety and security are kept by the airport management. Detained goods must be fetched within the designated time by the owner or the person authorized in writing (power of attorney) from the relevant place; otherwise these items will be disposed of. An item deemed improper to be carried in the baggage can be retrieved from the "Lost and Found Office" or from the left luggage/baggage check lockers. 

8. Is there an ambulance/doctor/infirmary/pharmacy in Istanbul Airport? 

These services are provided at Istanbul Airport, as in every international airport. There are be clinical services available 24 hours in both the departure level and the transfer level. There is also a pharmacy in the terminal. 

9. Are there car rental/exchange office/bank/post office/printing services at Istanbul Airport? 

There are car rentals and 21 exchange offices as well as bank branches, post office and ATM services of all banks in Istanbul Airport. Please visit https://www.istairport.com/ for more information. 

10. Is there a tailoring/shoe shine/hair salon/barber shop/masjid at Istanbul Airport? 

There are tailor, shoeshine, hair salon and barbershop services and a masjid in Istanbul Airport. There will be one dry cleaning store in the greeters’ hall at passenger terminal arrivals level. Please check the map applications available for the location and access information. A shoe repair service is also provided at the check-in area at passenger terminal departures level. 

11. Are there stores to purchase mobile phones and data packs at Istanbul Airport? 

There are stores where it is possible to purchase mobile phones as well as calling and data packs at Istanbul Airport. Please visit https://www.istairport.com/ for more information. 

12. Is there somewhere I can connect to the Internet? Is free Wi-Fi available? 

Up to 2 hours of free Wi-Fi internet service is provided in the terminal. Also, the internet service is offered in the café and dining areas. 

13. Are there special areas and services for passengers with disabilities/medical conditions? What kind of special solutions are available for the fast transportation of passengers with medical conditions? 

Services for passengers who require special assistance will be provided. Istanbul Airport will have the "Barrier-Free Airport" certificate. Passengers with disabilities can call the officials after entering the terminal, if they wish to be escorted to their aircraft. Additionally, seating spaces, toilets and phone/fax services will be available for passengers with disabilities provided by the airlines’ check-in areas. Also, guidance markings will be located for visually impaired passengers. The procedure for patients arriving by ambulance at Istanbul Atatürk Airport will continue at Istanbul Airport. 

14. Are there smoking areas? 

At the airport, a total of 14 smoking areas/balconies are provided. There are four smoking areas at "International Departing Passenger" level, two at "Domestic Departing Passenger" level, one at “International Transfer" level, two at level H, which is "Mezzanine Floor", and five at the Piers. 

15. Is a tax refund available? 

Tax refunds is available at Istanbul Airport. Tax refund offices are located in both the departure level landside, and on the same level after passport control (International departure level). 

16. Are there car parking and valet services available? How are they charged? 

There is a paid parking area for 40,000 vehicles matching Istanbul Airport's capacity, which will operate 24/7. 18,000-vehicle spaces of the total parking area will be covered, whereas the remaining 22,000-vehicle capacity will be outdoor parking. Fees are determined by the airport management. 

17. Are printing services available at Istanbul Airport? 

Stores providing printing services are available in the passenger terminal departures level check-in area and at greeters’ hall at the passenger terminal, arrivals level. 

18. Is there a Left Luggage/Baggage Check Office? 

There are two luggage/baggage check offices in the arriving passenger level greeters’ hall. There are electronic baggage lockers in the check-in area of the departing passengers’ level of the terminal. 

19. Are there trolleys for transporting baggage? Where are they located? 

There are adequate number of trolleys airside and landside for the transportation of baggage. 

20. How can the “Lost and Found Office” be reached? Where are the lost items retrieved from? 

Where is information regarding the current status of lost property claims obtained from? What happens to the missing items containing personal information? The Lost and Found Office can be reached by phone or in person at the airport. The location of the Lost and Found Office in Istanbul Airport can be found through instructions and maps at the airport, and via applications on your smartphone. You can receive your found item with your signature from the Lost and Found Office and you can find out the status of your goods by contacting the Lost and Found Office. Items containing personal information are also collected and securely stored. 

21. What happens when an identity card is forgotten at a checkpoint? 

The Lost and Found Office can be contacted. 

22. Is the process of going through security check be different? 

There are a total of two security check areas at Istanbul Airport; one on the landside (before passport control) and one on the airside (after passport control). The operation time is planned to be shortened at the airport by facilitating the risk identification with advanced technology X-ray equipment, thermal cameras and high-tech detectors. 

23. Is boarding the aircraft without a boarding card but mobile barcode possible? 

Boarding the aircraft with a mobile barcode instead of boarding card is possible. 

24. Can passengers who have forgotten their identity cards pass through security screening? 

Going through security without an identity card is not possible. Due to security reasons, the original identity card must be submitted at the security check. 

25. Is it sufficient to show the identity information from e-state portal? 

The document taken from the e-state portal is not valid because it is not the original identity card. 

26. Are there special walkways for visually impaired persons at the airport? 

There are special pathways in the terminal for visually impaired passengers. 

27. Are there special service areas for elderly passengers and passengers with disabilities? 

There are specially designated areas for elderly passengers/passengers with disabilities in the check-in areas. There are also paid buggy (private vehicle) services, picking up passengers at the terminal gate. 

28. Is there a special effort for providing information/instructions regarding the flight gates and the locations of other services at Istanbul Airport? 

There are around 9,000 direction signs in the terminal. Colors and symbols on the signs conform to international standards and are as simple as possible in order to be understood by all passengers. 

29. What are the big round metals in the check-in area at the airport? 

(Air Conditioning) It serves as a ventilation system. 

30. Is a worship space available? 

A total of 40 masjids across the terminal (for women and men in total) are available. There are two worship areas belonging to other religions. 

31. Is a room for wearing Ihram available? 

It is available in the terminal at both the incoming and outgoing passenger levels. 

32. Is there a nursing room and if so, where? 

There are family rooms suitable for nursing next to the playground. 

33. Is a family WC available? 

A family WC is available. 

34. Where can passengers requiring special services (wheelchairs, etc.) access these services? 

Each one of the entrance gates No.1, 3, 5, 7 connecting the parking area to the passenger terminal departures level has a phone and a call button for passengers requiring disability assistance. At the arriving passengers’ level, greeters’ hall there are four assistance phones for passengers with disabilities. Passengers with disabilities can request the service by calling the ground services operators from this point. Ground Services staff escort disabled passengers disembarking the aircraft to the parking lot, taxiway and transport vehicles using a transport path. Departing passengers are also escorted to the boarding Entrance Gate. You can obtain detailed information from Istanbul Airport's web page on the subject. 

https://www.istairport.com/en/passenger/airport-guide/iga-cares 

35. Is a baggage wrapping service available and where is it located? 

A baggage wrapping service is provided in the passenger terminal departures level. 

36. Are there restaurants in the airport? 

There are numerous cafes and restaurants serving food from Turkish and international cuisines with different concepts at Istanbul Airport. Bakeries, patisseries and cafes, bars, dining restaurants, popular global coffee chains, fast-food restaurants and buffet-style points, provide packaged food and offer passengers a variety of flavors. 

37. Which lounges are located at Istanbul Airport? 

The following private passenger lounges belonging to Turkish Airlines provide services in terminals. 

• Domestic Lounge: The Domestic Lounge is available for domestic passengers at Pier G. You can also access the Lounge, with an area of 4,192 m2, with your private vehicle as in İstanbul Atatürk Airport. 
• International Business Lounge: The Lounge has an area of 5,596 m2 and it is located at the entrance of Pier D. 
• Miles&Smiles Lounge: The Lounge has an area of 5,596 m2 and it is located at the entrance of Pier D. The map applications and in-terminal signs can be used for the location and access information of all the venues in Istanbul Airport.

1. How can I reach Istanbul Airport? Are public transportation times available? 

You can reach Istanbul Airport with your personal vehicles or by Taxi, Havaist and İETT buses. You can obtain detailed information regarding public transportation from the following link. 

http://www.hava.ist 

http://www.iett.istanbul 

2. Is there a fee for the Havaist transfer service? If yes, how much? 

You can find detailed information on the Havaist web page. 

http://www.hava.ist 

3. How long will it take to reach Istanbul Airport? 

You can find detailed information on the Havaist and IETT web pages. 

4. How can I reach Istanbul Airport with my personal vehicle? 

You can find detailed information on the Istanbul Airport web page with alternatives via different routes. 

https://www.istairport.com/en/passenger/transport/airport-transfers/private-vehicle 

5. Can I reach Istanbul Airport by bus (İETT)? 

Yes. You can find detailed information on the İETT Istanbul web page. 

https://www.iett.istanbul/en/main/announcement/yeni-havalimani-otobus-ulasim-hatlari/1603 

6. When will the subway become operational? 

Work is continuing on the subway construction. You can obtain detailed information via the Metro Istanbul web page. 

https://www.metro.istanbul/Hatlarimiz/ProjeHalindekiHatlar?projeInsaat=0&q=39 

7. Where can I get a taxi at Istanbul Airport? Is a taxi service available at all times? 

At Istanbul Airport taxi services can be accessed directly from the arrivals floor. Taxi services are provided 24/7. 

You can find detailed information on the Istanbul Airport web page. 

https://www.istairport.com/en/passenger/transport/airport-transfers/taxi 

8. Is there a parking area at Istanbul Airport? What is the parking capacity? 

Yes, there is a car park for 40,000 vehicles in total, 18,000-vehicle capacity of which is covered parking whereas the rest, 22,000-vehicle capacity, serves as outdoor parking. Parking is under the responsibility of İGA (Istanbul Grand Airport) management and vehicles are monitored 24/7. Detailed information can be accessed via the Istanbul Airport web page. 

https://www.istairport.com/en/passenger/transport/airport-transfers/airport-parking 

9. Where and how can I pay the parking fee? How much does parking cost? 

You can find detailed information on the Istanbul Airport web page. 

https://www.istairport.com/en/passenger/transport/airport-transfers/airport-parking 

10. Where are the car rental offices at Istanbul Airport located? 

All car rental offices at the airport are located on the arriving passenger level landside. You can find detailed information on Istanbul Airport web page. 

https://www.istairport.com/en/passenger/transport/airport-transfers/airport-car-rental 

11. How much are Istanbul Airport taxi tariffs? 

Taxi tariffs valid for Istanbul are also applicable at Istanbul Airport. For detailed information, you may also contact Taxi Cooperative No. 34. 

12. Are there private taxis to Istanbul Airport? 

A special design is being prepared for these taxis to distinguish them from other taxis. Initially, 900 taxis are operating. For detailed information, you may also contact Taxi Cooperative No. 34. 

13. How far is Istanbul Airport from the European side of Istanbul (Taksim) and the Anatolian side of Istanbul (Kadıköy)? How is the airport reached from these places? 

Istanbul Airport is 53 km away from Taksim, and 65 km away from Kadıköy. Transportation is available via IETT, Havaist, taxis and private vehicles. 

14. How do I get to the bus station/sea bus/TEM/July 15 Martyrs Bridge from Istanbul Airport? 

Istanbul Airport is located on the D20 airport highway, which is connected to the TEM. Nearby in Odayeri, connection to the O-6 is available. With these roads, there is the option to connect to both the E5 and TEM. You can also drive to the Istanbul Airport through North Marmara Motorway passing through Yavuz Sultan Selim Bridge. You can use map applications for information on public transport lines. In order to avoid a problem during transportation, İBB, IETT, and the Ministry of Transportation and Infrastructure continue their investments and actions. Initially, 900 taxis are operating.

1. Where should I apply in case of a flight delay or cancellation? 

In case of delay or cancellation, you can get in contact directly with our sales offices, call center or the agency the ticket was purchased from. 

2. From where/how can I buy tickets to travel from Istanbul Airport? 

Tickets can be purchased via all our regular sales channels. 

3. How many hours before the flight departure time should I get to Istanbul Airport? 

We recommend you to be at the airport at least two hours before domestic flights and at least three hours before international flights. 

4. Where can I receive updated information about my flight at Istanbul Airport? 

There will be numerous boards displaying flight details at Istanbul Airport. Flight routes, schedules, delays etc. can be followed from these boards, online and applications. 

5. Where can I access information regarding departure flights at Istanbul Airport? 

Our current flight-related information can be accessed from the following communication channels; 

• Web page (https://www.turkishairlines.com), 
• Turkish Airlines - Our mobile app 
• 0 850 333 0 849 Reservation Line, 
• Ticket Sales Offices.
  

6. Where are the Turkish Airlines check-in counters at Istanbul Airport?  

The Turkish Airlines check-in counters in Istanbul Airport are located at the counter islands D, E, F, G, H, J, K, L. 

Domestic passengers can use the check-in counters at the counter islands D and E. 

Domestic passengers can use the check-in counters at the counter islands E, F, G, H, J, K. 

Business Class passengers, Miles&Smiles Elite, Elite Plus and Turkish Airlines Corporate Club card holders can use the check-in counters at the counter island L (International line) and D (Domestic line)

The map applications and in-terminal signs can be used for the location and access information of all the venues in Istanbul Airport. 

7. Will the self-check-in counters belonging to Turkish Airlines be separate, and where will they be? 

The shortest way to reach the self-check-in points is to enter the terminal from Entrance Gate No. 3. You can benefit from self-check-in and self-bag drop services located at block E for your domestic and international flights. Furthermore, you can also take advantage of self-check-in kiosks located in F, H and J blocks. 

8. Where will the Turkish Airlines Lounges be located? 

The following lounges belonging to Turkish Airlines will provide service in the terminal. 

Turkish Airlines Domestic Lounge Miles&Smiles: The elevators for the domestic private lounge are between Entrance Gates G6 and G7. 

You can also access the Lounge from outside the terminal with your private vehicle. 

• Passengers with Miles&Smiles Classic Plus Card, regardless of cabin class 
• Passengers with Miles& Smiles Elite Card regardless of cabin class, and their 1 guest or family (spouse and child), 
• Passengers with Star Alliance Gold Card regardless of cabin class, and their 1 guest. 
• Passengers with Star Alliance Lounge Card regardless of cabin class, and their 1 guest. 
• Passengers with Turkish Airlines Corporate Club Card arrived from the domestic airport with the partnership flights and will travel with international flights (including flights until 5:00 am on the next day) on the same day, or arrived from an international flight and will travel with domestic flights regardless of cabin class, and their one guest, 
• Passengers with Miles&Smiles Classic Card regardless of cabin class can benefit from our private lounge for a fee. 

Turkish Airlines Domestic Lounge Business: The elevators for the domestic private lounge are between Entrance Gates G6 and G7. 

You can also access the Lounge from outside the terminal with your private vehicle. 

• Turkish Airlines Business Class passengers. 
• All of our passengers with Miles&Smiles Elite Plus Card can benefit from our private passenger lounge together with their 1 guests or their families (spouse and child). 

Turkish Airlines Lounge Business: International Lounge Business is located at the International Terminal, across the Entrance Gate E1. 

• Passengers traveling in the Turkish Airlines Business Class cabin, 
• Passengers traveling in the Business Class cabin of Star Alliance member airlines, 
• Passengers traveling in the First Class cabin of Star Alliance member airlines with their 1 guest, can benefit from our private lounge. 

Turkish Airlines Lounge Miles&Smiles: International Miles&Smiles Lounge is located at the International Terminal, across the Entrance Gate C1. 

Passengers with Miles&Smiles Elite/Elite Plus Card traveling with Turkish Airlines regardless of cabin class together with their 1 guest or their families (spouse and child), 

• Passengers with Turkish Airlines Corporate Club Card traveling with Turkish Airlines regardless of cabin class together with their 1 guest, 
• Passengers with Star Alliance Gold Card traveling with Turkish Airlines regardless of cabin class together with their 1 guest 
• Passengers with Star Alliance Lounge Card traveling with Turkish Airlines regardless of cabin class together with their 1 guest 
• Passengers with Miles&Smiles Elite/Elite Plus Card or Star Alliance Gold Card or Star Alliance Lounge Card traveling with Star Alliance member airlines with their 1 guest can benefit from our private lounges. 

9. What kind of check-in services does Turkish Airlines offer at various counters? 

Turkish Airlines will serve passengers at 252 check-in counters across seven check-in aisles. 

Check-in areas will include 185 counters for Economy Class passengers, and 35 bag drops (automated baggage delivery) counters for passengers completing the check-in process at the self-check-in areas. 

A specific area with 32 counters will serve Business Class passengers and Elite, Elite Plus, Turkish Airlines Corporate Club and Star Gold cardholders. 

You can easily access the check-in counters you need to go to according to the departure level terminal entrance gates by the following information. 

• Passengers travelling on domestic routes can use check-in counters in Aisle D when they enter from the entrance gates No. 1 and 2. 
• Passengers using the self-check-in area can access the Self Bag Drop (automated baggage delivery) area in Aisle E, entering from entrance gate No. 3 and to kiosk area in Aisle F to complete the self-check-in process for domestic and international flights.
  
• Standby passengers can use check-in counter in Aisle E when they enter from the entrance gate No. 4.
  
• Passengers travelling to countries (USA, Canada, UK, etc.) requiring special security process can use special check-in counters in Aisle K when they enter from entrance gate No. 4. 
• Business Class passengers and Elite, Elite Plus, Turkish Airlines Corporate Club and Star Gold cardholders can use the specially designed check-in area in Aisle L when they enter from entrance gate No. 5 for their international flights. 

10. Will the Touristanbul service continue? 

As of the 14 of April, services are provided at the hotel desk, next to our office, in the arrivals hall. 

11. Is internet available during flights departing from Istanbul Airport? 

Wi-Fi will be possible depending on the technical equipment of the Turkish Airlines aircraft. 

12. What needs to be done in case of lost baggage? 

What information will be needed to make a claim regarding the lost baggage? Thanks to the new baggage screening monitoring system, when passengers complete their check-in, a baggage barcode is defined immediately, and the baggage begins to travel in the baggage box. Scanned baggage is continuously monitored. In case of any loss of baggage at Istanbul Airport, the Lost and Found Office can be consulted, and the tracking can be done on the baggage problems page on the Turkish Airlines website.

B1. QUESTIONS ABOUT DOMESTIC/INTERNATIONAL DEPARTING PASSENGERS

1. What should I do if I have a domestic flight? 

You can enter check-in areas using the Entrance Gate No. 1 and 2 of the terminal. You can complete domestic check-in procedures at Aisle D check-in counters. You can complete your procedures using our Self check-in kiosks at Aisle E. Upon completing procedures, you need to pass through the security check opposite Aisle D and you are required to check the gate of your flight on the flight information boards. You can find the shortest path to your gate by following the signs. 

2. What should I do if I have an international flight? 

International economy passengers can enter check-in areas using the Entrance Gate No. 3 and 4 of the terminal. You can complete check-in procedures at E, F, and G check-in blocks. The check-in and baggage delivery procedures are carried out at Aisle K, H and J for flights subject to special security. You can complete your procedures using our Self check-in kiosks at Aisle E. Upon completing procedures, you need to pass through the security check opposite aisles G, H, J and K and you are required to follow the gate of your flight from the flight information boards. By turning right if your gate is in aisles E or F, or by turning left if your gate is in aisles A, B or C, you can access your gate from the shortest path following the signs for guidance. 

3. Where can I pay the extra baggage fee? 

For your extra baggage, you can either pay online on our webpage, and with your credit card at the check-in counter or you can pay at the ticket assistance office in cash. 

4. Which check-in point can I deliver non-standard private baggage to? 

Non-standard baggage is accepted at two check-in blocks from counters numbered 21. 

5. Will Fast Track points be available at Istanbul Airport? 

How many Fast Tracks points will be available in the terminal in general? 

• At Terminal entrance: Our Business Class passengers and Elite, Elite Plus, Turkish Airlines Corporate Club and Star Gold cardholders travelling abroad will use International Flights Fast Track Gate for entering departure level at the terminal entrance. 
• At Passport Control Zone: Our Business Class passengers and Elite, Elite Plus, Turkish Airlines Corporate Club and Star Gold cardholders will use six passport counters located at the end of the zone and security check points (X-Rays) No. 1, 2, 3, 4. 
• At Domestic Transfer Point: For our Business Class passengers, Elite, Elite Plus, Turkish Airlines Corporate Club and Star Gold cardholder transfer passengers arriving with a Turkish Airlines domestic flight and continuing their travels with another international flight, one passport counter and one security check point (X-Ray) are available at the Domestic Transfer Point. 
• At International Transfer Point: For our Business, Elite, Elite Plus, Turkish Airlines Corporate Club and Star Gold cardholder transfer passengers arriving with a Turkish Airlines international flight and continuing their travels also with an international flight, 3 security check points (X-Ray) are allocated at the Domestic Transfer Point. 

6. How many hours before the flight will the counters be opened? 

What is the earliest time to check-in? Check-in processes start 48 hours before flights; arrival at the airport at least 2 hours before on domestic flights and at least 3 hours before international flights is recommended. (Baggage delivery times vary according to flights) 

7. Where can passengers deliver their weapons in the terminal before traveling? 

You can apply to weapon delivery counters after you enter from Entrance Gates No. 1, 5 and 7 in the terminal. 

8. Where are the special check-in counters for unaccompanied child passengers (UM)? 

There are family check-in counters in Aisle H for our international passengers and in Aisle D for our domestic passengers. 

9. Where are the family check-in counters for families with children? 

There are family check-in counters in Aisle D for our domestic passengers. 

10. Where are the check-in counters for flights requiring special security check (US, UK, Canada flights)? 

You can check-in at the specially designated counters in Aisle K, H and J check-in area. 

11. At which counter can passengers with disabilities (PRM) carry out their check-in procedures? 

Passengers with disabilities (PRM) who will travel internationally can carry out their procedures from private check-in counters located at Aisle G. 

Passengers with disabilities (PRM) who will travel domestically can carry out their procedures from private check-in counters located at Aisle D. 

12. Where is the waiting area for passengers with disability (PRM) before check-in? 

Passengers with disabilities (PRM) will use the special waiting hall located at the entrance of the island of Aisles D, G, J and H. 

13. Where can Business, Elite, Elite Plus, Turkish Airlines Corporate Club and Star Gold cardholders complete their check-in procedures? 

They will complete their procedures at the private check-in area located at Aisle L in the check-in area. Our staff at the Aisle L will guide our passengers. (Passengers who will travel in Business Class will get service from the special area reserved for them on the right side of the area; Elite, Elite Plus, Turkish Airlines Corporate Club and Star Gold cardholders who will travel in Economy Class will get service from the private area reserved for them on the left side of the area.) 

14. Where are the special check-in counters for passengers traveling as a group? 

Group travelers can complete their procedures from private check-in counters allocated to them at Aisle G. 

15. Where are the Fast Track areas in domestic security checks? 

You can find Fast Track areas by following guidance signs in security passing areas. 

16. Where are the counters for Fast Track in the international passport control counters? 

This service is provided at four counters on the left side of the passport control counters. 

17. Where are the ticket sales points in the terminal? 

• Domestic ticket sales office is close to Entrance Gate No. 2 and the international ticket sales office is close to Entrance Gate No. 4 in the terminal. 
• Our ticket sales offices serve Business and Economy passengers from separate counters. 
• There are also ticket service counters at the beginning of check-in blocks. 

18. Are special service areas available for passengers requiring assistance or passengers with disabilities? 

• A total of 21 passenger information kiosks are available; 10 of which are located at departure level, 5 of which are located at the transfer passenger level, 4 of which are located at arrivals level and 2 of which are located at the metro exit and plaza area. Braille alphabet is available for visually impaired passengers. 
• There are special entry-exit areas and walkways for passengers requiring assistance (elderly passengers and passengers with disabilities). 
• There are separate check-in counters for passengers with disabilities at check-in counters for both international and domestic flights. 
• There is a passport counter allocated exclusively to passengers with disabilities at all passport control points. 

19. Where are Turkish Airlines’ Lounges located? 

• Domestic Lounge Business: Available for our domestic passengers at Pier G. You can also access the Lounge from outside the terminal with your private vehicle 
• Domestic Lounge Miles&Smiles: Available for our domestic passengers at Pier G. You can also access the Lounge from outside the terminal with your private vehicle 
• International Lounge Business: It is located at the entrance of Pier D. 
• International Lounge Miles&Smiles: It is located at the entrance of Pier D.

20. Will the self-check-in counters belonging to Turkish Airlines be separate, and where will they be? 

The shortest way to reach Self check-in kiosks is to enter the terminal from Entrance Gate No. 3. You can benefit from Self check-in and Self bag-drop services located at Aisle E in your domestic and international flights. You can also benefit from Self check-in service at kiosks located in aisles D, E, F, and J. 

21. Do you have Fast Track service at passport control points? 

Passport counters allocated for cardholders of Business, Elite, Elite Plus, the Turkish Airlines Corporate Club and Star Gold card, travelling with our flight alliance, are located in the area of passport control counters.

22. Are there personnel assigned for guidance at the airport? 

Additional personnel will be available at all points for extra guidance. 

23. How can I access the Domestic Lounges? 

You can access the Domestic Lounge when you follow the right path and the guidance signs after passing the terminal main car security check. 

24. Can I leave my car in front of the domestic lounges? 

Paid valet service provided by terminal operators is available. 

25. How can I access the international lounges? 

1. Our Business Class passengers can access the stairway located at the opposite of E1 boarding gate in the International departure level leading to the Business Lounge. 2. Our Elite, Elite Plus, Turkish Airlines Corporate Club and Star Alliance Gold cardholder passengers can access stairway located opposite the C1 boarding gate at the International departure level leading to the Turkish Airlines Lounge Business and Turkish Airlines Lounge Miles&Smiles. 

26. I am at the check-in area and I had my flight canceled, what should I do? 

You can carry out procedures via our call center, kiosks, or from mobile channels. You can also carry out the procedures from the office located at the check-in services for passengers.

27. Which passengers can benefit from the Fast Passport Pass System?

All citizens of the Republic of Türkiye who are at least 18 years of age and who have a biometric passport (passport with a chip) issued by the Republic of Türkiye can benefit from the Fast Passport Pass System.

28. How long does it take to complete the Fast Passport Pass System procedure?

The biometric data in the passport chip analyzes physical characteristics unique to each individual and can include retinal scans and fingerprints. The system completes the transactions of the passengers in an average of 18-20 seconds.

29. Are the passports of passengers using the Fast Passport Pass System stamped?

Passengers using the Fast Passport Pass System have their passports stamped by the security officers.

30. Where are Fast Passport Pass Systems located within İstanbul Airport?

The Fast Passport Pass System units in İstanbul Airport are in the following areas:

• 10 biometric passport pass units on the left side of the Departures floor
• 8 biometric passport pass units opposite the C1 gate on the Arrivals floor
• 8 biometric passport pass units opposite the E1 gate on the Arrivals floor

31. Can I use the Fast Passport Pass System if I do not have a biometric passport?

At this time, the Fast Passport Pass System can be used only by citizens of the Republic of Türkiye who are at least 18 years of age and who have a biometric passport (passport with a chip) issued by the Republic of Türkiye.

32. Where are Fast Passport Pass Systems located within İstanbul Airport?

The Fast Passport Pass System units in İstanbul Airport are in the following areas:

• biometric passport pass units on the left side of the Departures floor

B2. QUESTIONS ABOUT DOMESTIC/INTERNATIONAL ARRIVING PASSENGERS

1. At which points will passengers exit to the arrivals level of the terminal? 

Passengers who will leave with their private cars can follow the guidance signs on the lifts or the stairs to go to the parking area. Passengers going by taxi will make a direct exit from the arrivals level. Passengers that will use public transport can go down to public transport level using the lift, escalators or the stairs. 

2. Where can I contact regarding baggage problems encountered on Turkish Airlines flights? 

You can apply to the baggage services office on the domestic and international arrival levels in the terminal. 

3. Can I send my baggage to city center? 

As at Atatürk Airport, the Miniport service will continue at Istanbul Airport as well, the Miniport office is located near the Entrance Gate No. 2 in the terminal on the departure floor. For detailed information, you can visit https://miniport.istanbul/ website. 

4. Are there daily Istanbul tours? How is it possible to participate in the tours? 

Information can be obtained from the travel agents in the airport. You can use the map application for the location and access information of travel agencies. 

5. Where can I reclaim my weapon when I land at Istanbul Airport? 

You can reclaim your weapons from the weapon delivery desk located under the arrivals floor in the public transportation area. 

6. Where can I get my oversized baggage when I land in Istanbul Airport? 

Passengers travelling on international flights can collect their oversized baggage from the Oversize Baggage delivery counter situated opposite the baggage belts 10 and 23. Passengers travelling on domestic flights can collect their oversized baggage from the Oversized Baggage delivery counter situated opposite the baggage belt 2. 

7. Where can the passengers requiring assistance and passengers with disabilities receive services from? 

• A total number of 21 passenger information kiosks are available; 10 of which are located at departure level, 5 of which are located at the transfer passenger level, 4 of which are located at the arrivals level and 2 of which are located at metro exit and plaza area. Braille alphabet is available for visually impaired passengers. 
• There are special entry-exit areas and walkways for passengers requiring assistance (elderly passengers and passengers with disabilities). 
• There are separate check-in counters for passengers with disabilities at international and domestic flights check-in areas. 
• There is a passport counter allocated exclusively for passengers with disabilities at all passport control points. 

8. Are baggage service points available on the arrival level? 

Service can be received 24/7 from two Baggage Services offices, one for international and one for domestic flights. 

9. Where are Hotel Desk and Touristanbul services? 

These services are available from Hotel Desk and Touristanbul offices 24/7 which are located on the right side of the greeters’ hall on the arrivals level. 

10. Are there personnel assigned for guidance at the airport? 

Additional personnel will be employed at all points for guidance. 

11. Where do I go when I got off the plane from an international flight? 

Jetways will enable access to arrivals level after you disembark from the aircraft. You need to continue to the transfer level, and you must pass through passport counters located on the east and west side of this level. The hallway after passport control will lead you to the stairs going down to the baggage claim area. You can follow the boards to see where your baggage will arrive in the baggage claim area. After you claim your baggage from the related belt, you can reach the greeters’ hall by passing through the customs gate. 

12. Where do I go when I got off the plane from a domestic flight? 

Jetways will enable access to arrival level after you disembark from the aircraft. You proceed down the stairs following the guidance signs to baggage claim area and you can access baggage claim area by taking the stairs at the end of the corridor on your left. You can follow the boards to see where your baggage will come in the baggage claim area. After you retrieve your baggage from the related belt, you can reach the greeters’ hall by passing through the customs gate.

13. Where are Fast Passport Pass Systems located within İstanbul Airport?

The Fast Passport Pass System units in İstanbul Airport are in the following areas:

• 8 biometric passport pass units opposite the C1 gate on the Arrivals floor
• 8 biometric passport pass units opposite the E1 gate on the Arrivals floor

B3. QUESTIONS ABOUT TRANSFER PASSENGERS  

1. How can I go to Turkish Airlines lounge from the transfer level before my connecting flight? 

There are five Turkish Airlines Private Passenger Lounges in the terminal belonging to our alliance. These lounges will serve as Domestic Lounge in departures level and Business Lounge and Miles&Smiles Lounge in departures level. 

2. Where do I collect my baggage if I have a connecting flight to a customs airport or customs free airport? 

The service will continue in the same manner as at Atatürk Airport; the baggage will be automatically transferred to the airport if the airport is a customs airport. 

3. Are there Fast Track transit points for the connecting flights in Istanbul Airport? 

• At Passport Control Zone: Our Business, Elite, Elite Plus, Turkish Airlines Corporate Club and Star Gold cardholder passengers can use 6 passport counters located at the end of the zone and security check points (X-Rays) No. 1, 2, 3, 4. 
• At Domestic Transfer Point: For our Business, Elite, Elite Plus, Turkish Airlines Corporate Club and Star Gold cardholder transfer passengers arriving with a Turkish Airlines domestic flight and continuing their travels with an international flight, one passport counter and one security check point (X-Ray) are allocated at the Domestic Transfer Point. 
• At Domestic Transfer Point: For our Business, Elite, Elite Plus, Turkish Airlines Corporate Club and Star Gold cardholder transfer passengers arriving with a Turkish Airlines international flight and continuing their travels also with an international flight, one security check point (X-Ray) is allocated at the Domestic Transfer Point. 

4. Do I need to obtain a visa if I exit from the transit area of Istanbul Airport? 

There is no change in the application, there is no need to obtain a visa. 

5. Are there Self check-in kiosks available in the transfer area? 

You can use our Self check-in kiosks located at the Care Point and Transfer Desks service points. 

6. Are there special service points for passengers who will travel with connecting flights? 

Passengers who arrive on international flights and will continue on international flights can access 24/7 services from the Transfer Desk office at the entrance of Pier D, on the transfer level. 

Passengers who arrive with international flights and will continue to domestic flights can get 24/7 services from the Transfer Desk office at the transit area from domestic to international in the transfer level. 

7. I am flying in a domestic flight and I have a domestic connecting flight; what should I do? 

Our passenger services personnel at jetway and bus gates will direct you to the departures level after you disembark from the aircraft. You can follow your flight’s zone and gate from flight information boards located at domestic departures level. 

8. I am flying in on a domestic flight and I have an international connecting flight; what should I do? 

Following the guidance signs at the arriving passengers level, and going down the stairs and passing through passport and security control, you can directly access the international departure level. You can follow your flight’s zone and gate from flight information boards located at international departures level. 

9. I am flying in on an international flight and I have a domestic connecting flight; what should I do? 

After going down to the transfer level following the guidance signs for domestic, you can reach the transfer point located on the east side of the terminal. After passing through the passport and security, you can directly access the domestic departures level. You can follow your flight’s zone and gate from flight information boards located at domestic departures level. 

10. I am flying in on an international flight and I have an international connecting flight; what should I do? 

You can go to the transfer passengers’ level from arriving passengers’ level and after passing through the transfer security points located in the middle of the related level, you can reach the stairs which will take you up to the international departures level. You can follow your flight’s zone and gate from flight information boards located at international departures level. 

11. I have a domestic connecting flight; how can I access the Domestic Lounges? 

You can access our CIP lounge via the elevators across the G6 Boarding Gate on the domestic departure level. 

12. I have an international connecting flight, how can I reach the Business Lounge? 

Our Business Class passengers can access the stairway located opposite the E1 boarding gate at International departure level leading to the Turkish Airlines Lounge Business. Our Elite, Elite Plus, Turkish Airlines Corporate Club and Star Alliance Gold cardholder passengers can access stairway located opposite the C1 boarding gate at the International departure level leading to the Turkish Airlines Lounge Business. 

13. I have 1 hour before my transit flight; what shall I do? 

Passengers with less than 90 minutes left to connecting flights can directly access the departing passenger level by using short-term ports. International passengers with less than 90 minutes left to international connecting flights have hotpoint security ports in each pier. 

14. I have a domestic connecting flight which is cancelled, I am on the departures level, what should I do? 

You can complete your procedures at the Care Point service counter across from the G6 boarding gate. 

15. I have an international connecting flight which is cancelled, I am on the arrivals level, what should I do? 

You can complete your procedures at the Turkish Airlines Transfer Desk service counter located in the middle of the transfer level. 

16. I have an international connecting flight which is cancelled, I am on the arrivals level, what should I do? 

If you are at the A, B or F zones, you can also apply to our east or west Care Point service counters next to the escalators going up the Duty Free (Bosphorus Zone) area.