Canadian Air Passenger Protection Regulations

NOTICE UNDER AIR PASSENGER PROTECTION REGULATION – CANADA

We are constantly trying to improve our performance when it comes to providing our passengers with comfort and quality service. We attach great importance to providing passengers with easy access to any information they might need about our flights and services.

If you are denied boarding, your flight is cancelled or delayed for at least two hours, or your baggage is lost or damaged, you may be entitled to certain standards of treatment and compensation under the Air Passenger Protection Regulations. For more information about your passenger rights please contact your air carrier or visit the Canadian Transportation Agency’s website.

For full terms and conditions applicable to your carriage please consult our Tariffs.

IS YOUR BAGGAGE DELAYED OR DAMAGED?

Please accept our sincere apologies for the inconvenience caused.

We will do our best to help you find your luggage. If you cannot locate your baggage upon arrival to your destination, or the baggage has been damaged, please contact an agent from Turkish Airlines immediately prior to leaving the airport premises.

If your baggage is delayed, damaged or lost, Turkish Airlines will refund the fees you paid to check it in, within 30 days of the baggage being damaged, delayed or lost, by the method used for the original payment and to the person who made such payment (see section “Refunds” below for more information).
A carrier’s liability toward you is limited in respect to destruction, loss, delay, or damage to baggage, to 1,288 Special Drawing Rights (which is approximately CAD2,400) per passenger.

You will be reimbursed for reasonable interim out-of-pocket expenses upon submitting your receipts through baggage irregularity report and follow-up within the above-mentioned limit.

Claims regarding damaged baggage must be submitted no later than 7 days from the date of receipt of your baggage and, in case of delay, claims must be submitted within 21 days from the date on which your baggage was placed at your disposal.

To make a claim regarding any baggage problem you encounter or to track a previous claim, please visit the baggage irregularity report and follow-up page or contact 1-800-874-8875.

Otherwise, you may within 2 years from the date of arrival of the aircraft, or from the date on which the aircraft ought to have arrived.

TARMAC DELAYS

If your flight is delayed on the tarmac, after the doors of the aircraft are closed for take-off or after the flight has landed, we will provide, free of charge:

If the aircraft is equipped with lavatories, access to those lavatories in working order;
Proper ventilation and cooling or heating of the aircraft;
If feasible, the means to communicate with people outside of the aircraft;
Foods and drink in reasonable quantities, taking into account the length of the delay, the time of day and the location of the airport.

When needed, we will also facilitate access to urgent medical assistance.

If your flight is delayed on the tarmac at an airport in Canada, in addition to the above, we will provide an opportunity to disembark, as soon as feasible or at least three hours after the doors of the aircraft are closed for take-off, or three hours after landing, unless:

it is likely that take-off will occur less than 3 hours and 45 minutes after he doors of the aircraft are closed for take-off or after the flight has landed and if we are able to continue to provide you the standard of treatment referred to above; or
disembarkation is not possible for any reason, including reasons related to safety, security, air traffic or customs control.

In case of disembarkation, passengers with disabilities (including their support person, service animal or emotional support animal, if any), will be given a priority.

DELAYS AND CANCELLATION

*This applies to the flights operated by Turkish Airlines and Anadolujet. For flight irregularities on codeshare flights operated by another airline, we ask that you contact the operating airline directly.

1. INFORMATION

If a flight is delayed or cancelled due to an unforeseen problem, we will inform you as soon as possible of the reason for this delay or cancellation, the standards of treatment and compensation to which you may be entitled, and your recourses. Therefore it is of the at most importance that you provide correct contact information when booking your reservation.

Based on the information available, we will also promptly provide timely updates:

In the case of a delay, at regular intervals of 30 minutes until a new departure time for the flight is set, or new travel arrangements have been made, and
As soon as possible when new information is available.

2. STANDARDS OF TREATMENT

In case of cancellation or delay due to reasons within our control, including those required for safety purposes, when (1) you have been informed of the delay/cancellation less than 12 hours before departure indicated on our ticket, and (2) you have waited more than two hours after departure time indicated on your ticket, we will provide the following, unless providing this assistance would cause a greater delay:

Food and drinks in reasonable quantities according to the waiting time;
Access to a means of communication;
Hotel accommodation (and transportation) for out of town passengers, in case of overnight delays, subject to availability.

3. ALTERNATIVE TRAVEL ARRANGEMENTS

If your flight has been cancelled, or delayed for 3 hours or longer due to reasons within our control, including those required for safety purposes:

we will rebook you to your final destination by the next available flight operated by us or one of our partner airlines, which is departing from the airport where you are located within 9 hours of your original departure time and travelling on any reasonable route;
if this is not possible, we will rebook you to your final destination on a flight operated by any carrier, which is departing from the airport where you are located within 48 hours of your original departure time and is travelling on any reasonable route;
if this is still not possible, then we will try to rebook you to your final destination on a flight operated by any carrier, which is departing from another airport that is within a reasonable distance of the airport where you are located and which is travelling on any reasonable route. In such cases, we will also arrange for your transportation to that other airport.

If you refuse the alternate travel arrangements offered as travelling no longer serves a purpose, we will refund the unused portion of your ticket and, if you aren’t at your point of origin, we will also provide you with a confirmed reservation to return to your point of origin that accommodates your needs.

If your flight has been cancelled or delayed for 3 hours or longer due to a situation outside of Turkish Airlines’ control:

we will rebook you to your final destination by the next available flight operated by us or one of our partner airlines, and is travelling on any reasonable air route from the airport where you are located within 48 hours of the departure time indicated on your original ticket;
If this is not possible, you can choose, at any time before a new reservation is confirmed, between:
- A refundof any unused portion of your ticket (if you are not at the point of origin indicated on your original ticket and the travel no longer serves a purpose because of the delay or cancellation, we will also provide you with a confirmed reservation to return to the point of origin indicated on your original ticket that accommodates your travel needs); or
- A new reservation to your final destination on the next available flight operated by any carrier, which is departing from the airport where you are located or another airport that is within a reasonable distance of the airport where you are located, and is travelling on any reasonable route. In such cases, we will also arrange for your transportation to that other airport.

All alternative travel arrangements are provided free of charge.

See more information on our terms and conditions related to Delays and Cancellation in Rule 86 of Turkish Airlines Tariffs.

4. COMPENSATION

In cases where the cancellation or delay of your flight is due to a situation within our control (excluding situations required for safety purposes) and your arrival at your original destination is delayed by 3 hours or more, you will be entitled to receive a compensation if you have not been informed of the delay or cancellation 14 days or more prior to your initial scheduled departure.

Compensation for delays and cancellations is calculated according to your arrival time at your final destination and is:

CAD400 for delays at arrival between 3 and 6 hours;
CAD700 for delays at arrival between 6 and 9 hours;
CAD1,000 for delays at arrival of 9 hours and more.

Compensation will be limited to CAD400 when a refund has been made in lieu of alternate travel arrangements.

Please note that you will not be entitled to a compensation under the Air Passenger Protection Regulations in the following circumstances:

if the cancellation or delay results from a situation that is outside of our control, such as, without limitation, meteorological conditions or natural disaster, political instability, strikes, ground problems, etc.;
if the cancellation or delay results from safety requirements;
if you have been informed 14 days or more prior to your initial scheduled departure of cancellation or delay of your flight;
If you already received compensation under another passenger rights regime for the same event.

Any claim for compensation should be made within one year of the day on which your flight was delayed or cancelled.

DENIED BOARDING

Sometimes we may not be able to accommodate all passengers on a flight with confirmed reservations due to operational or inventory reasons.

If you have been denied boarding, we will inform you as soon as possible, of the reason for the denied boarding, the standards of treatment and compensation to which you may be entitled, and your recourses.

1. VOLUNTEERS

In case of denied boarding due to reasons within our control, including those required for safety purposes, Turkish Airlines first ask for volunteers willing to give up their seat in exchange for a confirmed seat on a later flight and a travel voucher.

2. BOARDING PRIORITIES

If the number of volunteers is not sufficient, we may deny boarding to passengers holding a confirmed reservation in accordance with our company’s policy on denied boarding priority.

Turkish Airlines will give priority boarding to the following passengers:

Unaccompanied minors;
Passengers with disability and their support person and/or service animal;
Passengers traveling with family members;
Passengers that were previously denied boarding on the same ticket provided that the airline is informed.

3. STANDARD OF TREATMENT

If you are denied boarding for a situation within our control, including one required for safety purposes we will provide you with the following before you board your next flight, unless this would further delay you:

food and refreshments according to the waiting time;
access to a means of communication; and
Hotel accommodation (including transport) if an overnight waiting period is necessary for out-of-town passengers, subject to availability.

4. ALTERNATIVE TRAVEL ARRANGEMENTS

If you’re denied boarding, we’ll rebook you on an alternative flight to your destination at the earliest opportunity.

If you have been denied boarding for reasons within our control, including those required for safety purposes:

we will rebook you to your final destination by the next available flight operated by us or one of our partner airlines, which is departing from the airport where you are located within 9 hours of your original departure time and travelling on any reasonable route;
if this is not possible, then we will rebook you to your final destination on a flight operated by any carrier, which is departing from the airport where you are located within 48 hours of your original departure time and is travelling on any reasonable route;
if this is still not possible, we will try to rebook you to your final destination on a flight operated by any carrier, which is departing from another airport that is within a reasonable distance of the airport where you are located and which is travelling on any reasonable route. In such cases, we will also arrange for your transportation to that other airport;
If you refuse the alternate travel arrangements offered as travelling no longer serves a purpose, we will refund the unused portion of your ticket and, if you aren’t at your point of origin, we will also provide you with a confirmed reservation to return to your point of origin that accommodates your needs.

If you have been denied boarding due to a situation outside of Turkish Airlines’ control:

we will rebook you to your final destination by the next available flight operated by us or one of our partner airlines, which is traveling on any reasonable route and departing from the airport where you are located within 48 hours of the departure time indicated on your original ticket;
If this is not possible, then we will try to rebook you to your final destination on the next available flight operated by any carrier, which is departing from the airport where you are located or another airport that is within a reasonable distance of the airport where you are located, and is travelling on any reasonable route. In such cases, we will also arrange for your transportation to that other airport;
If you refuse the alternate travel arrangements offered please note that any refund is subject to Turkish Airlines Tariffs.

All alternative travel arrangements are provided free of charge.

5. COMPENSATION

In cases where you have been denied boarding for a reason within our control (to the exclusion of situations required for safety purposes), we will provide the following compensations as soon as it is operationally feasible, but not later than 48 hours after the time of the denial of boarding:

CAD900, if the arrival at destination is delayed by less than 6 hours;
CAD1,800, if the arrival at destination has been delayed between 6 to 9 hours;
CAD2,400, if the arrival at destination has been delayed by 9 hours or more.

Please note that you will not be entitled to a compensation under the Air Passenger Protection Regulations if you have been denied boarding in one of the following circumstances:

if you have been denied boarding for a situation that is outside of our control or required for safety purposes;
if you haven’t fully complied with our check-in requirements or if you aren’t acceptable for transportation under our rules and practices. For more information on refusal to transport and check-in requirements, see our international Tariff (Rule 25 and 60);
if you already received a compensation under another passenger rights regime for the same event.

For more information, you can consult Rule 86 of our Tariffs.

REFUNDS

In all cases where you are provided with alternative travel arrangements in accordance with the above-mentioned rules, we will also refund:

the cost of any additional services purchased in connection with your original ticket if you did not received the services on the alternate flight or if you had to pay a second time to receive those services;
the difference in the cost of the applicable portion of the ticket, if the alternate flight was provided for a lower class of service than the original ticket.

All refunds mentioned in the above rules will be provided within 30 days of the event giving the right to a refund and will be paid by the method used for the original payment and to the person who purchased the ticket, baggage fee or service unless:

the person receiving the refund has been informed in writing of the monetary value of the original ticket or fee and their right to receive a refund in that amount by the original payment method;
the refund is offered in another form that does not expire; and
the person confirms, in writing, that they have been informed of their right to a refund by the original method of payment and instead have chosen to receive the refund in another form.

YOUR RECOURSES:

Should you wish to provide feedback or file a complaint in relation to a delay, cancellation or boarding denial, please complete our form: https://www.turkishairlines.com/en-ca/any-questions/customer-relations/feedback/

You may also file a complaint with the Canadian Transportation Agency: https://rppa-appr.ca/eng/file-air-travel-complaint

SEAT ASSIGNMENT TO CHILDREN UNDER THE AGE OF 14 YEARS

Turkish Airlines will do its best to ensure that children under the age of 14 years are seated next to their parent, guardian or tutor.

Whenever possible:

Children under 5 years old will be seated in a seat that is directly adjacent to their accompanying adult’s seat;
Children between 5 and 11 years in a seat that is in the same row and not separated by more than one seat from their accompanying adult’s seat; and
Children of 12 and 13 years in a seat that is in a row that is not separated by more than one row from the row where their accompanying adult is seated.

In order facilitate the free allocation of a seat to a child under the age of 14 years in close proximity to its accompanying adult, Turkish Airlines will try to assign a seat to children before check-in. When seats are not assigned to children prior to check in, Turkish Airlines will inform the passenger before check-in that it will try to facilitate the seating of children in close proximity to their accompanying adult and will try to proceed to this assignment at the time of checking. If this is not possible, then Turkish Airlines will ask for volunteers to change seats at the time of boarding and, if required, Turkish Airlines will make another request for volunteers prior to take-off.

See more information on seat assignment to children in Rule 60 (D) .

OUR TARIFFS

For full terms and conditions of carriage applicable to our air services for travel between Canada and a foreign country/region please visit our Tariffs.

*Tariffs are subject to change without notice.