Flight Delayed or Cancelled in Türkiye? The SHY-Passenger Regulation
Türkiye's passenger rights rules are in the Regulation on the Rights of Passengers Travelling by Air (SHY-YOLCU), issued by the Directorate General of Civil Aviation (DGCA Türkiye, known in Turkish as SHGM). It was published in 2011 and amended on December 10, 2024. It is modeled on EU261 but has its own amounts and details.
When it applies
SHY-Passenger generally covers flights departing from an airport in Türkiye, on any airline, and flights to Türkiye operated by a Turkish airline, unless the passenger received benefits under the rules of the departure country. Check your exact route if you are unsure.
Care during long delays
The airline must offer care when it expects a delay of:
- 2+ hours on domestic flights and flights up to 1,500 km
- 3+ hours on flights of 1,500–3,500 km
- 4+ hours on flights over 3,500 km
Care means meals and refreshments in reasonable relation to the wait, and two phone calls, emails, or messages. If the new departure is the next day, hotel accommodation and transportation are added. When the delay reaches 5 hours, you can ask for a refund instead of flying.
The 2024 amendment and compensation amounts
The December 2024 amendment added a rule for delays caused by technical and operational reasons: when the passenger reaches the final destination 3 hours or more late, the compensation and refund-or-rerouting provisions apply. The same amendment set the amounts the regulation provides (also used for cancellations and denied boarding when they apply):
- €100 for domestic flights
- €250 for international flights up to 1,500 km
- €400 for international flights of 1,500–3,500 km
- €600 for international flights over 3,500 km
Amounts are converted to Turkish lira at the Central Bank selling rate on the payment day. For cancellations, notice periods and offered alternatives matter, and the airline does not have to pay compensation if it proves extraordinary circumstances that could not be avoided even with all reasonable measures. Care is still due.
Main airports and airlines
Airports include Istanbul (IST), Istanbul Sabiha Gökçen (SAW), Antalya (AYT), Ankara Esenboğa (ESB), İzmir Adnan Menderes (ADB), Dalaman (DLM), and Bodrum-Milas (BJV). Airlines include Turkish Airlines, AJet, Pegasus Airlines, and SunExpress.
Where to complain
First send your complaint to the airline. If it does not answer within 6 weeks, or you are not satisfied with its answer, you can use the SHGM complaint form with supporting documents: web.shgm.gov.tr/tr/s/3935-sikayet-formu.
FAQ
Is SHY-Passenger the same as EU261? No. It is similar in structure but is a Turkish regulation with its own scope and amounts. On flights from an EU airport to Türkiye, EU261 may apply instead. See our EU261 guide.
Do weather delays count? Weather is generally treated as an extraordinary circumstance for compensation, but meals, communication, and hotel care still apply.
How long should I wait for the airline? SHGM asks passengers to complain to the airline first and to come to SHGM if there is no reply within 6 weeks.
Related guides
- Flight cancelled? What to ask for
- Missed a connection because of a delay?
- Flight delay rules around the world
Create your letter
Delay Draft writes a clear, professional letter that you send to the airline yourself. It lists your flight, the times, the cause you were given, and the rule you are relying on. We are not a law firm, we do not give legal advice, and we do not file claims for you. Questions: claims@delaydraft.com.