CIRCULAR
HUD-2015/3
The regulation on Passenger Rights which has been published and come into effect recently
is actively implemented, we believe it would be useful to provide further details on certain
aspects. This "Circular on Passenger Rights Implementation Principles-2015" has been
drawn up as part of SHY-PASSENGER to ensure performance of the processes and
procedures regarding flight cancellation, flight delay and denied boarding in an effective, fast,
accurate and standardized manner.
1. General Principles
1. Passengers traveling free of charge or at a reduced fare not available directly or
indirectly to the public and passengers having tickets issued under a frequent flyer
programme or other commercial programme shall have the same rights as
passengers traveling at regular fare.
2. Technical failures and operational reasons shall not be regarded as force majeure
events.
3. Passengers shall be entitled to service under SHY-PASSENGER if they are kept
awaiting onboard for 2 hours or more.
4. If passengers are informed of any changes in scheduled time of departure maximum
two weeks before the scheduled flight date, the case shall be considered as
cancellation of flight and the provisions on cancellation shall apply.
5. If referred to SHY-PASSENGER Article 9 (Reimbursement or re-routing), the
passengers shall be offered re-routing without any date restrictions and by
considering seat availability on a date at the passenger's convenience without
collecting any additional fees.
6. Obligations set out in relevant articles of the regulation shall be fulfilled in a timely
manner by the operating air carrier; any claims shall be taken into consideration in a
timely manner and necessary actions shall be taken by operators to avoid any
disruptions in this respect; otherwise passengers shall be compensated under SHYPASSENGER.
7. Force majeure event must be proved by official information and documents. Invoices
considered in regard to right to get service must bear flight number and date. Any
altered documents shall be deemed invalid.
8. In cases of any claims regarding passenger rights, operators shall send a message
that reads as
 "You request has been received" to the passenger immediately after the
request is received.
 Operators shall respond to passengers within 10 days and inform passengers
when the process cannot be concluded within this 10-day period.
9. Save for force majeure events, when a flight is delayed beyond its scheduled time of
departure:
 for 5 hours or more in the case of flights of 1500 kilometres (inclusive) or less;
 for 7.5 hours or more in the case of flights between 1500 and 3500 kilometres
or for a period equal to or over more than twice the flight duration in the case
of flights that take 4 hours or more;
 for a period equal to or over more than twice the flight duration in the case of
flights of more than 3500 kilometres (flight duration of 5 months or more);
the delay shall be considered as cancellation of flight.
10. Operating air carrier shall compensate passengers if they face any problems caused
by system failures, customer relations, personnel errors, agency and sales office.
11. Operators shall establish necessary infrastructure to ensure proper and detailed flow
of information to authorized personnel on passenger rights through obtaining
accurate and fast statistical data prepared pursuant to regulations.
2. Implementation Principles;
a. Save for force majeure events, passengers missing their onward flights due to
delay of a connection flight leg shall be offered all services specified in the
section "cancellation of flight" under SHY-PASSENGER and compensation
shall be paid to passengers under the conditions laid down under cancellation
of flight.
b. Save for force majeure events, in case of cancellation of flights at transfer
station, or if the aircraft diverts to another station, ticket fares for the flight
leg(s) that cannot be completed and the whole ticket fare in cases where
completion of the scheduled travel has no meaning anymore and
compensation is claimed by the passenger shall be reimbursed over the ticket
fare applicable on the date of sale, in no later than seven days and
cancellation provisions shall apply.
c. In case of delays or cancellations of flights, if a stay of one or more nights
becomes necessary as a result of the change of scheduled time, operating air
carrier shall offer passengers right to accommodation at a hotel or suitable
accommodation facility. In addition, air carriers shall offer transportation
services between the airport and accommodation place (hotel, etc.) free of
charge in a way to save passengers enough time to perform the necessary
procedures at airports.. However, passengers with special needs (sick, elderly
and disabled passengers) shall be offered accommodation service during
daytime, as well. Passengers using their right to accommodation shall travel
by the first flight offered to them by the operating air carrier.
d. In cases where the aircraft diverts due to force majeure events, if passengers
choose to continue their travel, air carriers shall be obliged to offer passengers
right to get service as well as offer alternative means of transport free of
charge.
e. In cases where passengers cannot be granted with the right to get service
under the conditions laid down in the regulation due to force majeure events,
the Air Carrier shall pay the corresponding amount if passengers reasonably
present their food and accommodation bills.