Traveling by air can quickly turn stressful when you encounter flight delays, last-minute cancellations, overbooking, or lost baggage. Fortunately, passengers are protected by laws and regulations designed to safeguard their rights.

In Türkiye, passenger rights are governed by the Directorate General of Civil Aviation (DGCA) Passenger Rights Regulation (SHY-PASS). For flights covered by European legislation, EU Regulation 261/2004 (EU261) provides additional protections. Depending on the circumstances, passengers may be entitled to compensation, free accommodation, meals, transportation, and reimbursement.

This guide explains your rights and the steps you should take whenever your flight is disrupted.

Passenger Rights in the Event of a Flight Delay

When a flight does not depart at its scheduled time, airlines become responsible for providing passengers with certain assistance. The longer the delay, the greater the airline's obligations.

When Is the Airline Required to Provide Meals and Refreshments?

The airline must offer complimentary care services based on the flight distance and the duration of the delay:

• Flights up to 1,500 km: Assistance must be provided after a delay of 2 hours or more.
• Flights between 1,500 km and 3,500 km: Assistance must be provided after a delay of 3 hours or more.
• Flights over 3,500 km: Assistance must be provided after a delay of 4 hours or more.

Once these thresholds are reached, passengers are entitled to:

• Complimentary meals and refreshments appropriate to the waiting time
• Two free telephone calls, emails, or fax messages
• Other reasonable assistance while waiting for departure

Can You Request a Refund After a Delay of More Than Five Hours?

If your flight is delayed by five hours or longer, you have the right to cancel your journey.

In this case, you may choose to:

• Receive a full refund for the unused portion of your ticket.
• Request reimbursement for the entire ticket if the delay makes the trip pointless in relation to your original travel plans.
• Be transported back to your original point of departure at the earliest available opportunity, free of charge, if your journey has already begun.

When Is the Airline Required to Provide Hotel Accommodation?

If the delayed departure is postponed until the following day or later, requiring an overnight stay, the airline must provide:

• Free hotel accommodation or suitable lodging
• Complimentary transportation between the airport and the accommodation

These services must be provided at no additional cost to the passenger.

Passenger Rights When Your Flight Is Cancelled

If your flight is cancelled, the airline must offer you one of the following options:

• A full refund of your ticket
• Re-routing to your destination at the earliest available opportunity
• Rebooking on a later date that is convenient for you, subject to seat availability

The choice belongs to the passenger.

Compensation for Last-Minute Flight Cancellations

Passengers affected by flight cancellations may also be entitled to financial compensation, depending on the flight distance.

Under Türkiye's SHY-PASS Regulation, the standard compensation amounts are:

• Domestic flights: Turkish Lira equivalent of €100
• International flights up to 1,500 km: Turkish Lira equivalent of €250
• International flights between 1,500 km and 3,500 km: Turkish Lira equivalent of €400
• International flights over 3,500 km: Turkish Lira equivalent of €600

Similarly, flights covered under EU Regulation 261/2004 generally provide compensation of €250, €400, or €600, depending on the flight distance and applicable conditions.

When Is the Airline Exempt from Paying Compensation?

The airline is generally not required to pay compensation if it informs passengers within the following timeframes:

• At least 14 days before the scheduled departure.
• Between 7 and 14 days before departure, provided the alternative flight departs no more than two hours earlier and arrives no more than four hours later than the original schedule.
• Less than 7 days before departure, provided the replacement flight departs no more than one hour earlier and arrives no more than two hours later than the originally scheduled arrival time.

Can You Reject an Alternative Flight?

Yes.

If the alternative flight offered by the airline does not meet your travel needs, you may reject it and instead request a full refund of your ticket.