CUSTOMER SERVİCE PLAN

If a flight from an airport located in the Republic of Korea is expected to result in a denied boarding due to overbooking, we will minimize the non-voluntary denied boarding by searching for voluntary boarding candidates. We will reimburse those who can not be boarded in accordance with the Turkish Airlines aviation consumer rights bill.

Turkish Airlines is committed to safely and accurately process passengers' baggage, but in the event of a loss, delay and damage, the claim must be received by the customer. Claims received must be made in accordance with international agreements. (Warsaw Treaty, Montreal Convention / Subject may change depending on the departure and destination) We will do our best to make appropriate compensation.

If you are booking or issuing tickets on Turkish Airlines website or Turkish Airlines call center and Seoul sales office, we will provide you with sufficient information about ticket refund and change regulations before issuing your ticket. In addition, if you make a ticket on the website, the ticket will be issued after the customer agrees to the regulations before payment.

Turkish airlines promise not to delay more than 4hours with onboarding customers in runway. However, exceptions are where pilots need to delay due to weather conditions, instructions by government, difficulty of returning to either original or new gate or any other circumstances against safety or security. In case of delaying more than 2 hours appropriate food and beverage will be provided. Except that such service may be a threat to safety or security. We will update reason for delay and current situation every 30minutes. All other resources will be arranged to solve the problem.

Turkish airlines will inform any changes made to our flight schedules by text or e-mail.(If we have their contacts). However it might be informed as an announcement at the airport for immediate flights. For further information, please refer to article 10 of Turkish Air Terms and Conditions.

Free baggage allowance weight and number are indicated on the ticket. Extra baggage charges and other baggage information are posted on the Turkish Airlines website. (Baggage information) Information related to code share will be notified at the time of purchase. Check-in takes place on the actual operated airline, and baggage policy is indicated on the ticket according to the sales company's policy. 

You can see the layout of the aircraft, including the seating arrangements and the location of the emergency exits, on Turkish Airlines homepage. (Aircraft Guide)

1. Flight Cancellation or Delay 
2. Loss or damage of checked baggage 
3. Denied Boarding due to overbooking 
4. Delay in refunding cancelled tickets 
5. Inability to board due to incorrect information provided by the airline about flight, gate, etc 
6. Mileage omission due to a mistake of the airline 
7. Mileage expiration without prior notice 
8. Boarding inconvenience due to the lack of facilities 

You may not apply for this form in the circumstances of force majeure which is beyond one's parties control such as bad weather, airport condition, aircraft connection problem, unscheduled aircraft maintenance for safety, etc.

• Registration Desk and Contact number 

Visit to : Turkish Airlines, 20FL Gwanghwamoon Building, 149 Sejongdearo, Jongrogu, Seoul 

Turkish Airlines, 2182-B Terminal1 Incheon Airport, 272 Gonghangro, Joong-gu, 

Incheon Phone : call center 02)6022-4270 

Email : selsales@thy.com 

Headquarter customer center : customer center link 

• Treatment Period : Within 14days or 60days in special cases after receiving the claim form 
• Notification of outcome : phone, e-mail of mail 
• Methods and Procedures of objection : Turkish Airlines will handle the claims fare and fast. If it is difficult to close a claim within treatment period and customer want to appeal the results, we will transfer the claim to Korea consumer agency.

Submitting the claim form(customer) -> Receiving the claim form(TK) -> Investigation(TK) -> Evaluation of laws and regulations(TK) -> Notification of outcome(TK) -> Transferring the claim to consumer agency in case of objection(TK)