Information for passengers affected by disruption to flights to and from Turkey
Passengers scheduled to fly into or out of airports in Turkey, may experience disruption as a result of ongoing situation. If your flight is delayed or cancelled as a result of this then it is important that you are aware of your rights and entitlements.
The Rights and entitlements set out below apply to passengers travelling from an EU member state to Turkey (on any airline) and those passengers travelling to the EU from Turkey on EU Registered air carriers.
The EU rights do not apply to passengers travelling with Turkish registered air carriers from Turkish Airports. In these cases Turkish Air Passenger rights legislation applies. This legislation is very similar to the EU rules. Further information on Turkish passenger rights is available from the websites of the main turkish airports and airlines.
In the event that your flight is cancelled then your air carrier must offer you the choice between the following:
– re-routing as soon as possible:
– re-routing at a later date at your convenience: or
– a refund.
If you choose the first option (re-routing as soon as possible) then your air carrier must provide you with care and assistance whilst you wait for the alternative flight. Care and assistance comprises:
– meals & refreshments in reasonable relation to the waiting time;
– hotel accommodation where an overnight stay becomes necessary;
– transport between the hotel accomodation and the airport;
– 2 free telephone calls/ access to email.
If your flight is subject to a long delay (3 hours + on flights between Ireland and Turkey), your air carrier must provide you with the care and assistance described above. In addition, if your flight is delayed by more than 5 hours, it must offer you the choice between:
– continuing with your journey: or
– a refund of the cost of your ticket.
Please note that it is not possible for passengers to travel and avail of the full refund.
If your air carrier does not provide the care and assistance described above, passengers should make their own reasonable arrangements and retain all receipts in the process. Passengers are advised to then submit copies of these receipts to their air carrier for reimbursement.
In both situations (i.e. flight cancellations and long delays) air carriers should provide affected passengers with written notices setting out their rights and entitlements under EC Regulation 261/ 2004.
Compensation may also be payable to passengers affected by flight cancellations or long flight delays, though passengers are advised that an investigation will be required to determine this. Generally cancellations which arise directly from political instability that affect the operation of an air carrier are regarded as exempt from compensation.
In situations where an air carrier is unable to provide a suitable alternative flight and passengers travel at their own expense with an alternative air carrier, the original air carriers liability is limited to a full refund of the original flight costs.
Passengers who remain unclear about their entitlements as set out in EC Regulation 261/ 2004, or who have further queries in relation to same, should contact this Office on 1890 787 787 or + 353 1 6611700.