Deoarece Turkish Airlines nu este o companie aeriană din UE, iar aeroportul de plecare nu era un aeroport din UE, zborul nu se încadrează în Regulamentul european nr. 261/2004, care da dreptul la o compensație de 250-600 EUR.
Cu toate acestea, Turcia are un regulament similar numit „Drepturile pasagerilor SHY” (
https://web.shgm.gov.tr/doc4/shy-passenger.pdf), care este practic un copy/paste al regulamentului UE și include toate zborurile Turkish Airlines. Întârzierea totală trebuie să fie între 2h și 4h, în funcție de distanța zborului, pentru a avea dreptul la o compensație echivalentă cu 250 - 600 EUR.
Majoritatea oamenilor nu știu despre acest regulament turcesc, inclusiv despre instrumentele online care vă ajută să solicitați despăgubiri pentru întârzierile zborurilor în Europa. Prin urmare, trebuie să o faceți singuri dacă doriți să vă primiți banii.
Cum să solicitați despăgubirea:
Trebuie să trimiteți un feedback prin intermediul site-ului Turkish Airlines (
https://www.turkishairlines.com/en-int/any-questions/customer-relations/feedback/) în care să descrieți întârzierea și să solicitați compensația în conformitate cu regulamentul SHY. Specificați întârzierea totală exactă a sosirii la destinația finală (utilizați
https://www.flightera.net/en/ pentru a afla întârzierea totală exactă. Aveti nevoie de:
- O copie a pașaportului dvs.
- Copii ale boarding-pass-urilor de îmbarcare utilizate (o captură de ecran a legitimațiilor mobile este bună)
- O confirmare că contul bancar este într-adevăr al dvs. (dacă pe cardul dvs. de debit este indicat IBAN-ul, este în regulă)
- Opțional: Dacă ați fost rerezervat, e-mailul de confirmare a faptului că ați fost rerezervat pentru un alt zbor
- Opțional: Costurile suplimentare suportate din cauza întârzierii (mâncare, băuturi, hotel, transport)
Este posibil sa recunoasca intarzierea, dar nu si sa achite compensatia. In cazul acesta, aveti mai jos experienta si recomandarile unui pasager:
In this case, you can submit the claim directly to the Directorate General of Civil Aviation (Sivil Havacılık Genel Müdürlüğü) via this link:
https://yh.shgm.gov.tr/. The website is in Turkish so use Google Chromes translation feature. However, some fields cannot be fille when the translation feature is turned on. So you might need to turn it on and off when filling the form. For the selection of the airline, you need to search for Turkish Airline's ICAO abbreviation which is THY and stands for Türk Hava Yolları. For the airport, you need to search for İstanbul Havalimanı - note that the i is not the normal i but the Turkish letter İ. I further adapted the claim I made to Turkish Airlines and added that the airline is not willing to compensate me. I used Chat-GPT to translate the claim to Turkish (I would assume they just ignore English claims) but google translate also works. I also attached the email I got from Turkish Airlines to proof that I tried contacting them directly.
A few hours later, I was called by a Turkish Airlines agent on the phone number I left with the Directorate. The asked if I personally submitted the claim which I confirmed. They then hung up without specifying anything further. I don't know why they do that, but I guess you need to file the claim yourself otherwise it could be invalid?
A few hours later, I got an email in Turkish from the Directorate (received from yh@shgm.gov.tr) that stated that I am entitled to the compensation of the equivalent of 600 EUR in Turkish Lira and just a couple minutes afterwards I got an email from Turkish Airlines (received from noreply.tkcustomer@thy.com) in English that they accepted my request and that I can pick up the cheque from the next Turkish Airlines ticket office (they do not seem to transfer the money directly). While I traveled alone, the compensation you're entitled to is on a per-passenger basis and is not to be shared across the passengers on a booking. Meaning that if I had traveled with 2 other family members, I would have been entitled to 1,800 EUR (3x 600 EUR) instead of 600 EUR.
A few days later, I went to the Turkish Airlines ticket office in the city I live in (they also would have had one at the airport) where they requested my passport and the confirmation of the compensation. At first, they had trouble finding my claim as the confirmation email did not state any cheque-ID. The staff was friendly and did some 10 min manual search in the system. They then told me that they (i.e., the ticket office) will do a wire transfer to my bank account within 21 days. I got a printed confirmation of this and an hour later or so an email confirming this.
10 working days (or 12 days) after my visit at the ticket office, I had the compensation of 600 EUR in my bank account. Surprisingly, they transferred the full 600 EUR and not the complicated calculation of the equivalent of 600 EUR in TLR based on the exchange rate on the day of booking
All this seems complicated but due to the super fast response times from both Turkish Airlines and the Directorate, from the first contact to the confirmation of the compensation entitlement took less than 24h. Definitely a good use of time for a 600 EUR payout.
Hope this helps some fellow Turkish Airlines passengers getting their compensation payments which they are entitled to!
Thanks to everyone in the comments below who provided additional details to keep this guide updated.
Eu am aplicat, astept acum un raspuns. In situatia in care nu primesc pe cel dorit, nu o sa merg pe recomandarea pasagerului citat ci am sa aplic la
https://www.airhelp.com/. Nu am timpul necesar sa insist pe alte piste, asa ca am sa folosesc aceasta firma specializata. Doar ca aceasta ia 25%.
