Had an issue with Turkish Airlines? Get a real response.
How to submit a complaint with Turkish Airlines
Lodging a Turkish Airlines complaint is fastest through the official online Feedback Form, which generates a written record and a Turkish Airlines case reference number you can quote in every follow-up. Australian customers can also use phone, baggage tracing forms, social media, or the Sydney office for in-person submissions.
Before you start, gather your booking reference (PNR), e-ticket number, flight number, travel date, baggage tag numbers (for baggage cases), receipts for any out-of-pocket expenses, and a clear description of the resolution you want.
Online Feedback Form (Recommended)
- Visit the Turkish Airlines complaint form or the feedback categories portal.
- Choose the category matching your issue (flight, baggage, refund, Miles&Smiles).
- Submit and save the automated email confirmation — it contains your case reference number.
- Reference the Customer Relations page for the full Turkish Airlines feedback form workflow.
Baggage-Specific Complaints
- File a Property Irregularity Report (PIR) at the airport before leaving the arrivals hall.
- Complete the baggage tracing form within 21 days for lost, delayed or damaged bags.
- Keep itemised receipts for clothing, toiletries and essentials purchased while waiting.
Phone (Australia)
- Sydney office: +61 2 9255 9900
- Australia toll-free: 1800 750 849
- Hours: Mon–Fri 9:00am–5:00pm AEST (closed weekends and public holidays)
In Person or by Post
- Suite 2601, Level 26, 201 Kent Street, Sydney NSW 2000.
- Bring printed booking documents and ID for face-to-face complaints.
Live Chat, Social Media & App
- Start website live chat with the bot, then ask for a live agent.
- DM @TurkishAirlines on X, Facebook Messenger or WhatsApp — initial responses are typically faster.
- Use the Turkish Airlines mobile app's "Help" section once signed into your Miles&Smiles account.
Turkish Airlines states it handles feedback under principles of transparency, accessibility, responsiveness, objectivity, confidentiality and accountability. Once submitted, your file moves through a defined Turkish Airlines escalation process from acknowledgement to written outcome.
- Automated acknowledgement: an email with your case reference number arrives within minutes.
- Initial triage: Customer Relations routes the file to baggage services, refunds, ground operations, in-flight services or Miles&Smiles.
- Standard response time: Turkish Airlines aims to resolve cases in around 28 days, although compensation claims commonly take 8 weeks and sometimes 20+ weeks.
- Communication: updates are sent to the email on the booking; document requests (receipts, ID, bank details) come through the same thread.
- Possible outcomes: refunds, EMD travel credit/vouchers, Miles&Smiles miles, baggage reimbursement, or a denial with reasons.
- Case manager: complex or escalated files are assigned to a Customer Relations specialist who manages them end-to-end.
- Reply window: respond to every Turkish Airlines email within 7 days — cases are routinely auto-closed when customers go silent.
Common complaints against Turkish Airlines
Refund Delays
- Refunds for cancelled or significantly changed flights commonly take 60–100+ days.
- The U.S. Department of Transportation confirmed this pattern in its January 2025 enforcement order.
- A Turkish Airlines refund delay is the most common driver of formal complaints from Australian passengers.
Lost, Delayed or Damaged Baggage
- Issues spike on connections through Istanbul (IST), particularly Melbourne/Sydney–IST–Europe routings.
- Customers report long delivery waits and pushback on Turkish Airlines lost baggage compensation claims.
- Out-of-pocket reimbursements often require itemised receipts and Montreal Convention citations.
Flight Delays and Cancellations
- Limited proactive communication and slow rebooking at hub airports.
- Difficulty obtaining EU261 or Montreal Convention compensation without escalation.
- Hotel and meal vouchers inconsistently provided during long disruptions.
Customer Service Accessibility
- Long phone wait times and disconnected calls on Turkish Airlines customer service Australia lines.
- Chatbot-only responses that loop without resolving the issue.
- Language barriers when complaints are routed to Istanbul HQ.
Booking and Ticketing Errors
- Incorrect name spellings and disputes over correction fees.
- Schedule-change rebookings onto inconvenient itineraries.
- Double charges on the website during payment.
Miles&Smiles Award Tickets
- Miles deducted but tickets never issued.
- Status credit and tier qualification disputes.
- Difficulty redeeming or refunding award bookings.
Pet, Special Assistance & In-Flight
- Strong negative sentiment around AVIH (pets in cargo and cabin).
- Wheelchair and unaccompanied-minor service complaints.
- Long-haul meal quality, broken IFE screens and seat-recline disputes.
Turkish Airlines complaints submitted through Ajust
How other consumers Turkish Airlines complaints got resolved
Delayed Refund Paid After Written Escalation
A Sydney–Istanbul–London passenger waited over three months for a refund on a Turkish Airlines-cancelled flight. After a formal feedback form citing the Montreal Convention and Australian Consumer Law plus a public social-media post, the full ticket was refunded within two weeks.
Tip: attach the cancellation email, quote the PNR, and name the regulation you are relying on.
Delayed Baggage Reimbursement on IST Connection
A Melbourne–Istanbul–Madrid traveller's checked bag arrived 6 days late. After filing a PIR at Madrid and submitting the online tracing form within 24 hours, an initial €100 offer rose to roughly €620 in four weeks once itemised receipts and Article 19 of the Montreal Convention were cited.
Tip: file the PIR before leaving the airport — most reimbursement claims are rejected without it.
U.S. DOT Enforcement Order (Systemic Refund Failure)
On 16 January 2025, the U.S. Department of Transportation issued Order 2025-1-7 fining Turkish Airlines US$1.3 million for failing to provide timely refunds on US flights between March 2020 and September 2021 and for arbitrarily limiting baggage compensation. The order required cease-and-desist action and compliant processes.
Tip: citing a regulator's published findings materially speeds up Turkish Airlines responses on refund and baggage cases.
If your initial complaint is rejected or stalls past 28 days, work the Turkish Airlines escalation process in order — each step strengthens the written record regulators will later ask for.
Step 1 — Reply on the Same Email Thread
- Quote your Turkish Airlines case reference number in the subject line.
- State clearly that you wish to escalate to a Customer Relations Supervisor.
- Re-attach receipts, the original cancellation email and any prior responses.
Step 2 — Resubmit Through the Feedback Portal
- Use the feedback categories portal under "Complaint about a previous response" or "Other".
- Reference the original case number in the message body.
- Restate the resolution you want (refund, reimbursement, miles, voucher).
Step 3 — Write to General Management (Istanbul HQ)
- Address: Türk Hava Yolları A.O., Genel Yönetim Binası, Yeşilköy Mahallesi, Havaalanı Caddesi No: 3/1, 34149 Bakırköy, Istanbul, Türkiye.
- Send by trackable post and keep the proof of delivery.
- Include a one-page chronology with dates, case numbers and outcomes sought.
Step 4 — Use Social Media
- DM @TurkishAirlines on X or Facebook with your case number.
- Escalations through these channels are often picked up by Istanbul HQ staff.
- Keep the tone factual — emotional posts tend to be deflected.
Step 5 — Recorded-Delivery Letter to the UK Office
- Address: 440 Green Lanes, Harringay Ladder, London N4 1HA, United Kingdom.
- Often used effectively for Australian and European complaints.
- Reference all prior case numbers and prior escalation attempts.
For broader contact options across Turkish Airlines' Australian channels, see the Turkish Airlines contact guide.
Because Turkish Airlines is a foreign carrier, the Australian Airline Customer Advocate does not handle its complaints. Several external bodies still apply, especially when you are pursuing a Turkish Airlines Montreal Convention claim or a refund dispute under Australian Consumer Law. Always exhaust Turkish Airlines' internal process and obtain a written final response (or wait 28+ days with no resolution) before referring externally.
- Australian Competition and Consumer Commission (ACCC): for breaches of Australian Consumer Law including misleading conduct and refund refusals on services not delivered.
- NSW Fair Trading — Airlines: lodge where the ticket was purchased in Australia; other states have equivalent consumer-affairs offices.
- Aviation Complaints (Australian Government portal): directs your matter to the appropriate agency.
- Aviation Consumer Ombuds Scheme: new Commonwealth scheme launching from 2025 for aviation consumer complaints.
- U.S. Department of Transportation — Aviation Consumer Protection: for any flight to or from the United States.
- UK Civil Aviation Authority / AviationADR: for flights to or from the United Kingdom.
- Türkiye SHGM: Turkish Directorate General of Civil Aviation, regulator under SHY-Passenger rules.
- Montreal Convention 1999: entitles passengers to up to ~€1,920 (≈SDR 1,288) for delayed, lost or damaged baggage and proven damages for delays.
If your complaint includes a refund dispute, our Turkish Airlines refunds guide breaks down the eligibility and timeline rules in more detail.
- Help Center: main support hub for FAQs and self-service tools.
- Get in Touch: consolidated list of all official contact options.
- How do I make a complaint about my flight?: official FAQ on how to complain to Turkish Airlines.
- Baggage Issues hub: guidance on lost, delayed and damaged bags.
- Lost & Delayed Baggage Q&A: detailed answers on tracing, claims and compensation.
- Other Regulations & Passenger Rights: legal notices including EU261 and Montreal references.
- Trustpilot reviews: independent customer reviews and complaint patterns.
- BBB profile & complaints: Better Business Bureau complaint history.
Turkish Airlines Complaints FAQs
How long does Turkish Airlines take to resolve a complaint from Australia?
Turkish Airlines aims to resolve complaints within around 28 days, but refund and compensation cases commonly stretch to 8 weeks or beyond. Reply to every Turkish Airlines email within 7 days — silent files are routinely auto-closed. For urgent Australian matters, escalate via the Sydney office on +61 2 9255 9900 alongside your written case.
What compensation can I claim from Turkish Airlines for delayed or lost baggage?
Under the Montreal Convention 1999, Turkish Airlines passengers can claim up to roughly €1,920 (about SDR 1,288) for delayed, lost or damaged checked baggage, plus proven out-of-pocket essentials. File a Property Irregularity Report at the airport, submit the online tracing form within 21 days, and attach itemised receipts citing Article 19 to support your claim.
What should I do if Turkish Airlines ignores or rejects my complaint?
If Turkish Airlines rejects or ignores your complaint past 28 days, escalate in writing through the Customer Relations Supervisor, then resubmit via the feedback categories portal quoting your original case number. Next, post a recorded-delivery letter to Istanbul HQ or the UK office. Finally, refer the matter to the ACCC, NSW Fair Trading, or aviationcomplaints.gov.au.
Does the Australian Airline Customer Advocate handle Turkish Airlines complaints?
No, the Australian Airline Customer Advocate does not handle Turkish Airlines complaints because Turkish Airlines is a foreign carrier. Australian passengers can instead pursue the ACCC, NSW Fair Trading, or the new Aviation Consumer Ombuds Scheme launching from 2025. For US-touching flights use the U.S. DOT, and for UK flights use AviationADR.
You’ve done your part, now it’s time to hold Turkish Airlines accountable.
Take the final step and submit a complaint that gets seen and responded to.