Having your compensation claim rejected can be frustrating, especially if you’re not sure whether you’re actually entitled to compensation. So, what should you do next? Is it worth pursuing further? In many cases, yes, it’s worth trying again.
The good news is that a rejection does not always mean the airline is right. Valid claims are often denied because airlines claim “extraordinary circumstances” or provide vague explanations without clear proof.
One option is to hand over your case to a flight compensation company, which can continue the process on your behalf and deal with the airline directly.
Continue reading to learn more.
Check your flight online.
What to Do If an Airline Rejects Your SHY Compensation Claim?
Before taking the next step, check whether your flight meets the basic conditions for compensation under the SHY Regulation. You may be entitled to compensation if your flight was delayed by 3 hours or more at arrival, cancelled at short notice, or if you were denied boarding due to overbooking, as long as the disruption was within the airline’s control.
If your claim seems valid, it is often worth challenging the rejection rather than giving up immediately.
Work With a Flight Compensation Company
One option is to use a flight compensation service. These companies handle the claim on your behalf, communicate with the airline, and deal with more complicated cases.
This can be especially helpful if you are unsure about your eligibility or do not want to manage the process yourself. In most cases, they work on a no-win, no-fee basis, but they usually charge a percentage of the compensation if the claim is successful. You’ll typically pay a fee of around 25–45% of the compensation amount, and the remaining balance will be paid out to you.
All you need to do is fill out an online compensation claim form and provide basic documents, such as your boarding pass and ID. After signing the claim digitally, the rest is handled for you. The compensation company takes care of all communication with the airline and manages the entire process. If any additional information is needed, they will contact you directly.
Contact a Government Authority in Turkey
Another option is to escalate the complaint yourself.
If you submitted the claim directly to the airline and received a refusal (or no response at all), you can take the matter further by contacting the Directorate General of Civil Aviation, which is the authority responsible for enforcing passenger rights in Turkey.
This process is free of charge, but it can require more effort and patience compared to using a compensation service. It may take several weeks or even months for your case to be reviewed and processed.
One important drawback is uncertainty. Even if the authority rules in your favor, the airline may still delay payment or require further action from you.
Despite this, it can be a useful option if you want to pursue your claim without paying fees to a flight compensation company.
Taking Your SHY Claim to Court
The next step is to take your case to court.
However, it’s strongly recommended to first contact the Directorate General of Civil Aviation and go through the official complaint process under the SHY Passenger Regulation.
If you receive a positive ruling, you can return to the airline and request compensation again. If the airline still refuses to pay, taking the case to court becomes your final option. Having a decision from the aviation authority can significantly strengthen your case.
This is the most complex but also the most effective option in some situations.
Before going to court, make sure your claim is valid—that you are clearly entitled to compensation under SHY but your claim has been wrongly denied. Review the regulation, gather all supporting documents, and prepare your arguments carefully. If you have a favorable decision from the aviation authority, include it in your court submission.
Keep in mind that, unlike filing a complaint with the authority, legal action is not free and may involve court fees or legal costs.
Extraordinary Circumstances Under SHY
One of the most common reasons airlines reject claims under the SHY Passenger Regulation is by citing “extraordinary circumstances.”
In many cases, airlines provide little or no explanation, or give very vague reasons for the disruption. This is important because if a situation is classified as extraordinary, the airline is not required to pay compensation. For this reason, airlines may sometimes rely on this argument to deny claims.
Passengers are often not fully aware of their rights, and airlines may take advantage of that. If your claim is rejected due to “extraordinary circumstances,” don’t accept it immediately, ask for a clear and detailed explanation, and request evidence if necessary.
Under SHY (similar to European rules), extraordinary circumstances can include:
- Severe weather conditions
- Political or civil unrest
- Airport closures
- Air traffic control restrictions
However, many issues are not considered extraordinary, such as:
- Technical problems
- Operational issues
- Crew shortages
It’s also important to note that not all bad weather qualifies. For example, predictable conditions like snow during winter may not always be considered extraordinary, as airlines are expected to plan for such situations.