Claim for a flight at Istanbul Airport
Flight delayed or cancelled in Istanbul: check your rights
Was your flight departing from or arriving at Istanbul Airport delayed, cancelled or overbooked, or did a disruption cause you to miss a connection? Depending on your itinerary, the airline that actually operated the flight and the applicable rules, you may be entitled to compensation or reimbursement of certain expenses.
Depending on the departure point and the airline that operated the flight
SHY-PASSENGER rules may apply
Fly Claim is paid only if your claim is successful
Can you receive compensation for a flight in Istanbul?
Turkey is not part of the European Union. The mere fact that your flight departs from or arrives in Istanbul is therefore not enough to determine which rules apply.
The departure airport, destination, airline that actually operated the flight, delay at the final destination and exact cause of the disruption must all be checked.
Departure airport
A flight from the European Union to Istanbul may be covered by European rules, regardless of the airline.
Operating carrier
For an Istanbul–European Union flight, the nationality of the airline may be decisive.
Complete booking
For a journey with a stopover, you need to check whether all flights are included in a single booking.
Cause of the problem
A technical fault, a crew issue, bad weather or an air traffic restriction do not have the same consequences.
An Istanbul–Paris flight operated by a European airline and the same route operated by a Turkish airline are not necessarily covered by the same European rules.
European regulation or passenger rights in Turkey?
A journey connected with Istanbul may be protected by European regulation, the Turkish SHY-PASSENGER rules or another legal framework, depending on the circumstances.
European protection
It covers in particular flights departing from the European Union for Istanbul. It may also cover certain flights departing from Istanbul for the European Union when they are operated by a European airline.
Turkish protection
The Turkish SHY-PASSENGER rules govern passenger rights in cases of denied boarding, cancellation and delay in the situations they cover.
A Paris–Istanbul flight departs from the European Union and may be covered by European regulation even when it is operated by a Turkish airline.
Flight delayed when departing from or arriving in Istanbul
Compensation may be due when a flight covered by the applicable rules reaches its final destination with a significant delay and the airline cannot show that circumstances exempt it from liability.
The delay shown at departure is not always the delay used. The actual arrival time at the final destination must be compared with the scheduled arrival time.
Information to keep
- flight number and date;
- departure and arrival airports;
- originally scheduled arrival time;
- actual arrival time;
- name of the airline that operated the flight;
- reason given for the delay.
Flight cancelled at Istanbul Airport
In the event of a cancellation, you should check when you were informed, the reason given by the airline and the schedule of the replacement journey.
Ticket reimbursement, rerouting and any fixed compensation are separate rights.
Rerouting
Compare the proposed alternative with the journey and schedule originally booked.
Reimbursement
In certain situations, reimbursement may be requested when the journey no longer serves its purpose.
Accepting rerouting does not automatically remove the possibility of claiming compensation.
Missed connection at Istanbul Airport
Istanbul is a major connecting airport. A delay on the first leg may prevent a passenger from boarding their next flight.
When the different legs are included in a single booking, the arrival time at the final scheduled destination may be decisive.
Useful documents
- complete booking confirmation;
- boarding passes for all flights;
- actual arrival time of the first leg;
- document for the new flight assigned;
- arrival time at the final destination;
- receipts for meals, hotel or transport.
Overbooking or denied boarding in Istanbul
Involuntary denied boarding may entitle you to compensation if you held a valid booking, arrived on time and your travel documents were in order.
Overbooking must be distinguished from boarding being refused because of late arrival at the gate, a passport or visa problem, a health issue or a justified security reason.
Your rights may be different if you accepted a commercial offer in exchange for your seat.
Meals, hotel and transport while waiting in Istanbul
When a delay, cancellation or missed connection results in a long wait, the airline may have to provide assistance appropriate to the situation.
Meals and refreshments
Reasonable assistance may be due depending on the length of the wait.
Accommodation
A hotel may be necessary when the replacement flight is scheduled for the following day.
Transport
Transfers between the airport and the accommodation may also be covered.
Information
Keep all emails, text messages and documents provided by the airline.
Keep itemised receipts. Expenses must remain necessary and reasonable in relation to the length of the wait.
How much can you claim for a flight connected with Istanbul?
When European regulation applies and all the conditions are met, the standard fixed compensation amounts depend on the distance of the journey.
Up to 1,500 km
European reference amount for eligible short-distance journeys.
Between 1,500 and 3,500 km
European amount applicable to certain medium-distance journeys.
More than 3,500 km
Maximum European amount for certain eligible long-haul flights.
The amounts of €250, €400 and €600 correspond to the European framework. A claim covered by Turkish rules must be assessed under the provisions applicable in Turkey.
Which documents should you keep at Istanbul Airport?
Travel documents
- complete booking confirmation;
- flight number and date;
- boarding passes;
- complete itinerary;
- replacement journey document.
Evidence of the disruption
- emails and text messages from the airline;
- photos of airport information screens;
- actual arrival time;
- reason given for the disruption;
- receipts for meals, hotel or transport.
Frequently asked questions about disrupted flights in Istanbul
Does European regulation apply to a Paris–Istanbul flight?
Yes, it may apply because the flight departs from an airport in the European Union, regardless of the nationality of the airline.
Does European regulation apply to an Istanbul–Paris flight?
This depends in particular on the airline that actually operated the flight. It may apply when the operating carrier is a European airline.
Can I claim after a missed connection in Istanbul?
This may be possible when the flights are included in a single booking and you reach your final destination with a significant delay.
Do Turkish rules protect air passengers?
Yes. The SHY-PASSENGER rules provide rights in certain cases of delay, cancellation and denied boarding.
Can I recover my hotel or meal expenses?
Certain necessary and reasonable expenses may be claimed when the required assistance was not provided. Keep all receipts.
Do I have to pay Fly Claim when submitting my claim?
No. There is no fee when you submit your claim. Commission applies only when compensation is recovered.
Check the rules applicable to your journey
Enter your itinerary, airline and the problem you experienced. There are no upfront fees.