Although less frequently, the European Consumer Centre Bulgaria does receive complaints and requests for assistance concerning airlines that are registered in Turkey. However, such cases fall outside our competence, and we are therefore unable to provide assistance. In order to be as helpful as possible to consumers, and with the support of our colleagues from the Bulgarian Civil Aviation Administration Directorate General, we contacted the Turkish aviation enforcement body - the Directorate General of Civil Aviation (DGCA).
The DGCA experts receive and process individual passenger complaints, which are assessed in accordance with SHY-YOLCU.
What is SHY-YOLCU?
SHY-YOLCU is a Turkish regulation governing the rights of passengers using civil aviation services in Turkey. It is issued by the Directorate General of Civil Aviation and covers passenger rights in cases of flight delays, cancellations, denied boarding, as well as the compensation related to such disruptions. In simple terms, SHY-YOLCU is the Turkish equivalent of EU Regulation EC No. 261/2004 on air passenger rights.
Which airlines and flights are covered?
The regulation applies to:
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Airlines registered in Turkey, and
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Flights operated by foreign airlines departing from airports in Turkey.
Claims or requests concerning foreign airlines whose flights do not depart from Turkey must be submitted to the competent air transport authority in the country of departure or in the country where the airline is registered, as clarified by the Turkish DGCA.
Below you will find additional information in a questions and answers format, which may be useful before submitting a complaint to the Turkish Directorate General of Civil Aviation.
Questions and answers
What documents are required to submit a complaint?
The required information and documents are as follows:
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Reference number of the complaint submitted to the airline
(Passengers are required to contact the airline first. Complaints without a reference number issued by the airline will not be processed.) -
Complaints must be submitted personally by the passenger or by a legal representative holding a valid notarised or apostilled power of attorney in English or Turkish.
Documents related to the power of attorney must be submitted physically, bearing an original (“wet”) signature, to the Turkish Directorate General of Civil Aviation. If this requirement is not met, the application will be considered invalid. -
Copy of the air ticket or booking confirmation
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Correspondence with the airline (if available)
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Copy of an identity document or passport
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Details of the complaint
(The online form requires specific information to be provided by the passenger.)
If a passenger has not received a reply from the airline, can the complaint be escalated to the Turkish Directorate General of Civil Aviation?
Complaints related to denied boarding, flight delays, or cancellations must first be submitted to the airline.
If the airline fails to respond within 10 days, or if the response is considered unsatisfactory, passengers must submit an application to the Turkish Directorate General of Civil Aviation (TDGCA) via the online form available at: https://yh.shgm.gov.tr
Alternatively, passengers may submit the application form included in the annex to the document governing passenger rights (HUD-2023/1), together with the relevant documents and evidence.
The annex can be found here.
This means that passengers may submit a complaint to the TDGCA regardless of whether they have received a response from the airline, but in all cases they must have contacted the airline first and be able to provide proof of this.
Where should complaints be submitted?
The procedures are laid down in Turkish legislation.
Complaints submitted by phone or email are considered invalid and will not be processed.
Passengers must complete the online complaint form available at https://yh.shgm.gov.tr
What is the usual response time?
Response time may vary based on the nature and complexity of the complaint.
Which authority is competent in cases of delayed, lost or damaged baggage on a flight operated by an airline registered in Turkey?
Passengers are required to first submit a complaint to the airline. If no resolution can be reached with the airline, the complaint may be referred to the Turkish Ministry of Trade.