If your flight to, from, or within Turkey was cancelled, significantly delayed, or you were denied boarding, you may be entitled to compensation under the SHY Passenger Regulation. This regulation protects airline passengers and allows them to request compensation and assistance from airlines operating in Turkey.
Below is a step-by-step guide on how to file a claim.
Check your flight online.
How to Claim Compensation Under Turkish SHY Regulation?
1. Check If You Are Eligible
Before filing a claim, it’s important to make sure your situation meets the eligibility criteria under the SHY Passenger Regulation. Not all flight disruptions qualify for compensation, so checking these conditions first can save you time.
You may qualify if:
- Your flight departed from Turkey, regardless of the airline, or
- Your flight arrived in Turkey on a Turkish airline
- The flight was cancelled, delayed by 3 hours or more at arrival, or you were denied boarding due to overbooking
- The flight disruption was caused by the airline, rather than by extraordinary circumstances beyond its control.
- You had a confirmed reservation for the flight
- You checked in on time according to the airline’s requirements
A key point to understand is that the disruption must usually be within the airline’s control, such as technical issues or operational problems. If the delay or cancellation is caused by extraordinary circumstances, like severe weather, airport closures, or air traffic control restrictions, compensation may not apply.
If your case meets these conditions, you may be entitled to compensation of up to €600, depending on the flight distance, along with additional rights such as a flight cancellation refund or assistance during the disruption.
Read more: Extraordinary Circumstances: Is the Airline Telling the Truth About Your Delay?
2. Gather Supporting Documents
Collect all documents related to your flight.
These will be required when submitting a flight compensation claim.
Important documents include:
- Boarding pass or e-ticket
- Flight booking confirmation
- Airline notifications about the cancellation or delay
- Receipts for meals, hotel stays, or transport (if you paid out of pocket)
Having complete documentation helps speed up the claim process.
3. Claim Directly or Use a Flight Compensation Service
If your flight has been delayed, cancelled, or overbooked, you have two main options for claiming compensation under the SHY Passenger Regulation: submit a claim directly to the airline or use a flight compensation company to handle the process for you.
Each option has its advantages. Claiming directly can help you avoid fees, while using a compensation service can save time and increase your chances of success, especially in more complex cases.
If you want to claim directly with the airline, you can typically submit your claim through:
- The airline’s online claim form (the most common option)
- Customer support email
- Official complaint or feedback channels
Examples of airlines operating under SHY rules include:
When submitting your claim, make sure to include clear and accurate details:
- Flight number
- Travel date
- Departure and arrival airports
- Description of the disruption (delay, cancellation, or denied boarding)
- Your compensation request
Providing complete information helps avoid delays and increases the chances of a successful claim.
Using a Compensation Company
If you prefer not to handle the process yourself, you can also use a flight compensation company. These services specialise in handling claims on your behalf. They communicate with the airline, gather evidence, and pursue the case if it’s initially rejected.
This can be a convenient option if:
- Your claim is complex
- The airline has rejected your flight compensation claim
- You don’t want to deal with the process yourself
Most compensation companies operate on a “no win, no fee” basis, meaning they only charge a fee if your claim is successful.
4. Wait for the Airline’s Response
After submitting your claim, the airline will review your case and typically respond within a few weeks, although response times can vary depending on the airline and the complexity of the claim.
Possible outcomes include:
- Compensation approved — your claim is accepted and processed
- Request for additional information — the airline may ask for documents such as boarding passes or receipts
- Claim rejected — often due to “extraordinary circumstances” or insufficient evidence. However, airlines may sometimes incorrectly classify disruptions as extraordinary. It’s always a good idea to ask for clear proof or justification before accepting the decision.
If your claim is approved, compensation is usually paid in Turkish Lira equivalent to the euro amount set under the SHY Passenger Regulation. Compensation must be transferred to your bank account. You don’t need to accept any vouchers.
5. Escalate the Complaint if Necessary
If you submitted the claim directly to the airline and it was rejected or ignored, you can escalate the issue to the national authority responsible for passenger rights.
Submit your complaint to the: Directorate General of Civil Aviation
They will review your case and assess whether the airline has complied with SHY rules. If your claim is valid, they may require the airline to provide compensation or take corrective action.
You can also choose to use a flight compensation service at this stage, especially if your claim has been denied and you want professional assistance.
6. Be Aware of the Claim Deadline
In Turkey, passengers generally have around one year to submit a compensation claim under SHY.
However, it’s best to file your claim as soon as possible because evidence is easier to gather, details are still fresh, and the process is usually faster. Waiting too long can make it harder to prove your case or even risk missing the deadline under the SHY Passenger Regulation.
Acting early helps ensure that:
- Your documents are still available
- Details of the disruption are easier to prove
- The process is completed faster
Featured photo by Monstera Production from Pexels