Firstly, a registration number is generated for all feedback received, and the customer is then notified by e-mail verifying receipt of the feedback, along with the registration number. A Turkish Airlines Customer Service representative will thoroughly investigate the feedback received, by obtaining the necessary information from all units and personnel that may have involved in the matter. Upon completion of the investigation, customers are informed by e-mail or telephone provided on the feedback form. 

We aim to respond:

• within 7 days, if you have submitted feedback regarding a trip with Turkish Airlines,
• within 14 days, if you have submitted feedback on behalf of another passenger, who you are authorized to represent, due to transaction processes,
• within 14 days, if you have submitted feedback regarding a trip with a contracted airline, due to research processes,
• within 14 days, if you have submitted feedback regarding bank transfer / credit card returns processes, due to transaction processes.

If it has been deemed that the conclusion to the issue cannot be reached within this time period, the customer will be informed of the continuing process. Customers who submit feedback may learn more about the status of the file by contacting our customer service representatives at 0850 333 0 849. The lines are open 24 hours a day, 7 days a week.