Complaints Submission Guide
By purchasing your ticket, you enter into agreement with the airline company which has the legal right to compensate any matters related to air tickets.
Please carefully read the definitions and submit such a complaint to the airline operating the flight concerned.
➤ Denied boarding (travel restrictions, travel document, check in & boarding deadlines)
➤ Downgrading
➤ Cancellation
➤ Long delay of a flight
➤ Baggage claims
➤ Flight schedule changes
For complaint/claim related with these problems please follow the links below:
- Air Serbia – guest.support@airserbia.com
- Pegasus Airlines – https://www.flypgs.com/en/writeto-us
- Turkish Airlines – https://www.turkishairlines.com/enint/any-questions/customer-relations/feedback/
- Wizz Air – https://wizzair.com/engb/information-and-services/compliments-and-complaints/
- Croatia Airlines – https://www.croatiaairlines.com/Claim and e-mail: contact@croatiaairlines.hr
- Aegean Airlines – contact@aegeanair.com
- LOT – https://www.lot.com/us/en/customerservice
- Austrian Airlines – https://www.austrian.com/lt/en/helpand-contact#/
- Chair Airlines – https://www.chair.ch/en/contact-en-/contact
Covid19: Travel Safe
International arrival passengers will have their body temperatures checked and in case of suspicion, passengers will be directed to the health units.
All arrival areas at our airport are configured as for you to keep your safe physical distance with others. Please follow instructions and signage.
Baggage conveyor systems are disinfected frequently.
Aviation is a highly regulated industry due to the global character of the business. In Turkey, the precautions to be taken at airports against COVID-19 are defined in the “Airports Pandemic Precautions and Certification Circular”, issued by the Directorate General of Civil Aviation (SHGM). We have implemented these precautions fully at our airport.
As TAV Airports, our global footprint reaches 100 airports in 30 countries. Through this know-how, we have implemented precautions that go beyond legal requirements. Our staff is trained regarding the new regulations and code of conduct.
The precautions taken at our airport can be grouped under three main areas.
Firstly, we have mapped the movement of passengers and staff inside the airport and configured a flow that would enable everyone to keep safe physical distance with other in every step of the way. Secondly, we have increased the frequency of disinfection and hygiene works. Thirdly, we have made arrangements to minimize contact between passengers and airport staff.
To protect yourself and others, you are required to wear a mask at all times during your journey in the airport. Passengers without a mask will not be allowed inside the terminal and will not be able to board the plane. Irregularity to comply with this rule may result in penalties.
We kindly remind you to wear a mask during your trip to and from the airport with public transportation.
We have implemented signage for you to keep your physical distance with others during security control. Please adhere to directions.
X-ray machines and trays are disinfected frequently.
Your body temperature will be checked with thermal cameras upon entering the terminal. Anyone with a body temperature above 37.5C will be directed to the health authorities. We kindly remind you to put on your mask before entering the terminal building.
The lounges at our airport are configured as for you to keep your safe physical distance with others. Please follow instructions and signage.
During this phase, some facilities at our airport may be closed to service. For detailed information: www.primeclass.com.tr
The F&B points at our airport are configured as for you to keep your safe physical distance with others. Please follow instructions and signage. Wearing a mask is obligatory at F&B points.
F&B areas, kitchens and storage areas are frequently disinfected.
We recommend using contactless payment options.
All waiting areas at our airport are configured as for you to keep your safe physical distance with others. Please follow instructions and signage.
Boarding will begin from the back of the aircraft and proceed to front row seats. Please wait for your turn.
Boarding pass and ID checks are configured to minimize contact with others.
Passengers without masks won’t be allowed to board the airplane.