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Coronavirus: Flight cancellations and entry restrictions

Coronavirus: Flight cancellations and entry restrictions

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Old Jun 17, 20, 4:33 am   -   Wikipost
Please read: This is a community-maintained wiki post containing the most important information from this thread. You may edit the Wiki once you have been on FT for 90 days and have made 90 posts.
 
Last edit by: ISTFlyer
Wiki Link
PLEASE LOOK AT THIS LINK TO FIND INFORMATION ABOUT SALES OFFICES AND TK HOTLINE NUMBERS.

Up to date info on TK cancellations and refund/re-booking conditions: https://www.turkishairlines.com/en-b...irus-outbreak/
Also, see the "Options if your travel is affected" part of this WIKI for your travel options. The answers to most questions are there.

Given the fast moving situation please check the TK website. Information in this thread is just guidance and may not be complete or already outdated.

The current situation is stressful and worrying for many of us, please remain friendly and calm. FT members can only give suggestions, they are not representatives of Turkish Airlines. Customer service hotlines of all airlines are extremely jammed right now, please be patient. If your flight is not in less than 72 hours wait!

TK operate some rescue flights for Turkish citizens. Please check with the local embassy for further details.

Travel restrictions due to coronavirus (COVID-19)

TK and AnadoluJet have resumed domestic flights on 1 June 2020. Almost all domestic routes have been resumed with reduced frequencies.
TK and AnadoluJet have resumed international flights on 11 June 2020. Please consider the short-haul operations and long-haul operations threads for more details on operating routes.

When flights are 100% resuming and an initial schedule is published, a new thread related to destinations operating would be opened for your convenience.

* Be aware that restrictions may change at any time. Please keep in touch with the information of missions in Turkey and information on the Turkish Airlines website if you're planning to travel in the upcoming days/weeks. The information here was last updated on 17 June 2020 18:30 GMT

Options if your travel is affected:

If your flights have been cancelled:

You have the option for a free rebooking, a travel voucher, Miles&Smiles miles or a full refund.

Free rebooking/open-jaw option: You have the option to rebook your flight until 31 December 2021 or convert your ticket to open-jaw and use it until 31 December 2021 without any penalties and fare differences. However, if you select this option you could only travel within the same region. Also, if you decide to convert your ticket to open-jaw, you would still ask to have a full refund until 2 months after the pandemic ends; however, this option is not available if you rebook your flight to another date.
Travel voucher: You have the travel option worth %115 what you have paid for the unused portion of your ticket. The voucher could be claimed via the call center and a sales office and only could be used at a sales office. The voucher could not be redeemed online or via the hotline. ( This option is back again )
Miles&Smiles miles: You have the option to get miles for cancelled flights which you could use until 31 December 2023. For every 10 euros of your unused portion of your ticket, you have the option of getting 1000 Miles&Smiles miles. The miles could be asked from a sales office or via the hotline when cancelling flights. If you ask for miles, you have no right to get a refund. Be aware that by taking this option, you will not earn status or bonus miles on any flight that has been paid for with the miles.
Full refund: You would also have the option of taking a full refund, however, according to the Turkish Civil Aviation Directorate decision, the refund would be made 2 months after the pandemic ends ( earliest 10 August 2020 )



If your flight has not been cancelled and there is a waiver active for your destination

If there is a waiver active for your destination, you have the same rights as a
cancelled passenger, however, the miles and voucher worth %115 of the ticket option is not available.

Free rebooking/open-jaw option: You have the option to rebook your flight until 31 December 2021 or convert your ticket to open-jaw and use it until 31 December 2021 without any penalties and fare differences. However, if you select this option you could only travel within the same region. Also, if you decide to convert your ticket to open-jaw, you would still ask to have a full refund until 2 months after the pandemic ends; however, this option is not available if you rebook your flight to another date.
Full refund: You would also have the option of taking a full refund, however, according to the Turkish Civil Aviation Directorate decision, the refund would be made 2 months after the pandemic ends ( earliest 10 August 2020 )


If your flight has not been cancelled and there is no waiver active for your destination

If there is no waiver to your destination and your flight operates, unfortunately, you are not entitled to a full refund, however, you still have the right for a free rebooking or an open jaw conversion. Refunds would be made according to the fare rules and it would be made 2 months after the pandemic situation ends.

Free rebooking/open-jaw option: You have the option to rebook your flight until 31 December 2021 or convert your ticket to open-jaw and use it until 31 December 2021 without any penalties and fare differences. However, if you select this option you could only travel within the same region. The fare difference would be waived only once, so before making a change think accordingly. If a rebooking is asked, this must be made before 31 December 2020 or before the first flight on the ticket.


Information about Refunds

TK is currently not offering refunds, and according to the statement of the Turkish Civil Aviation Directorate, they are exempt to issue refunds until 2 months later than the flight restrictions end. That's why the refund option would not work on the TK website.

However, some local regulations ( US DoT, EC261/2004 and many others ) apply in the case if your flight departs from an applicable country. You could file a complaint to the respective body in this case, if TK still refuses to refund within the given period of the local regulation.

Another alternative would be to initiate a chargeback from your credit card. However, a remark that this may not be allowed for some credit cards in some regions.

Image showing that the feedback form related to refunds does not work. This is not working on purpose and would open 2 months open after the flight restrictions end.








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Old Mar 14, 20, 3:42 am
  #61  
formerly Wilko Pali Sedef
 
Join Date: Mar 2013
Location: CDG
Programs: TK Elite+
Posts: 1,405
Originally Posted by gr8pirate View Post
not that, but fwiw, my miles for an upgraded segment were refunded without fuss.
Yes I have an award ticket to cancel ad well but with TKs d'évaluation its a loss for me
AirCanada881 is offline  
Old Mar 14, 20, 4:11 am
  #62  
 
Join Date: Oct 2010
Location: SEA
Programs: AS 75K, TK ELPL (*G), BA Gold (OWE), DL GM (ST E+), Hyatt Globalist, Hilton Diamond
Posts: 7,499
Originally Posted by AirCanada881 View Post
Yes I have an award ticket to cancel ad well but with TKs d'évaluation its a loss for me
Out of curiosity, which devaluation are you referring to?
PVDtoDEL is online now  
Old Mar 14, 20, 6:37 am
  #63  
 
Join Date: Mar 2015
Location: MUC
Programs: TK M&S Elite+
Posts: 99

„Europe Flights:
Our flights with Germany, France, Spain, Norway, Denmark, Belgium, Sweden, Austria and Holland as departure point are suspended April 17, 2020.
You can obtain the most up-to-date information regarding your flights from our flight status page using your flight number or route.“
https://www.turkishairlines.com/en-d...irus-outbreak/

cloudzocker is offline  
Old Mar 14, 20, 6:58 am
  #64  
formerly Wilko Pali Sedef
 
Join Date: Mar 2013
Location: CDG
Programs: TK Elite+
Posts: 1,405
Originally Posted by PVDtoDEL View Post
Out of curiosity, which devaluation are you referring to?
TK awards are now dynamic. It used to be 45k in business limited or 115k for business guaranteed to SE Asia. Now it's a whole range of different prices from 45 up to 135 k one way.
AirCanada881 is offline  
Old Mar 14, 20, 5:28 pm
  #65  
 
Join Date: Apr 2005
Location: YYZ
Programs: Aeroplan, TD.
Posts: 360
Bit confused here. We booked paid Business class tickets in Jan 2020 for our Istanbul and Africa trip leaving Sept 3 2020 from Toronto YYZ. If I cancel this trip do I get a flight credit or full Refund?? I booked this on TK website.
Ramz is online now  
Old Mar 14, 20, 5:36 pm
  #66  
 
Join Date: Nov 2018
Location: Istanbul, Turkey
Programs: TK M&S Elite Plus, QRPC Platinum, BAEC Silver, PC Bolbol, All Silv, HH Blue, Bonvoy, BW Rewards
Posts: 4,672
Originally Posted by Ramz View Post
Bit confused here. We booked paid Business class tickets in Jan 2020 for our Istanbul and Africa trip leaving Sept 3 2020 from Toronto YYZ. If I cancel this trip do I get a flight credit or full Refund?? I booked this on TK website.
Open-jaw ticket or free change. You could also decide to fly on that date.
No free cancellation unless one of the flights are canceled or the country that you're traveling has a special waiver.
ISTFlyer is offline  
Old Mar 14, 20, 6:32 pm
  #67  
 
Join Date: Apr 2005
Location: YYZ
Programs: Aeroplan, TD.
Posts: 360
Originally Posted by ISTFlyer View Post
Open-jaw ticket or free change. You could also decide to fly on that date.
No free cancellation unless one of the flights are canceled or the country that you're traveling has a special waiver.
But I am reading anyone who Bought tickets before March 2020 may cancel. So Unless TK cancels flights to Kenya or Flights to Canada I wont get a full refund???
Ramz is online now  
Old Mar 14, 20, 6:39 pm
  #68  
 
Join Date: Nov 2018
Location: Istanbul, Turkey
Programs: TK M&S Elite Plus, QRPC Platinum, BAEC Silver, PC Bolbol, All Silv, HH Blue, Bonvoy, BW Rewards
Posts: 4,672
I don't see anything about TK offering a free refund. This is the policy for countries that flights are still being operated. You would be able to cancel your flight but you won't get a refund ( unless you decide to pay the cancellation fee ), you could turn it to an open-jaw ticket or you could change it to another date.

So yes, if your ticket is not fully flexible, unless TK invents some waiver to Canada and Kenya for your travel dates, no full refund.

https://www.turkishairlines.com/en-tr/zero-change-fee/

For tickets* purchased before March 31, 2020, for flights taking place up to December 31, 2020 (*excluding tickets for domestic flights within Turkey and to/from Ercan Airport) we are charging a Zero Change Fee. If you still do not know your exact date to fly, you can cancel the reservation and keep your ticket as an open ticket to use later. When you request a change for your ticketed flight, your first change will be applied free of charge. If your travel plans change, use your Zero Change Fee privilege and enjoy the flexible flight opportunity.

*The offer does not cover domestic flights within Turkey and flights to/from Ercan Airport.

Terms and Conditions

  • Valid for tickets purchased on or before March 31, 2020.
  • Valid on flights operated by Turkish Airlines until December 31, 2020 (included).
  • Valid on flights where the new trip is completed until February 28, 2021 (included).
  • In order for the transaction to be processed with a Zero Change Fee or to change the ticket with an open one, cancellation of the reservations should take place until May 31, 2020. If the travel date on the ticket is earlier than May 31, 2020, cancellation of the tickets must be before the flight time of the trip.
  • Domestic flights in Turkey and flights to/from Ercan Airport are not included.
  • Fare differences that may be incurred due to the change request will be collected from our passengers.
  • Change requests can be made through the Turkish Airlines Sales Offices and agencies from which the ticket was purchased.
  • Reservation cancellations can be made through the call center, Turkish Airlines Sales Offices and agencies from which the ticket was purchased.
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ISTFlyer is offline  
Old Mar 14, 20, 7:09 pm
  #69  
 
Join Date: Aug 2011
Location: Los Angeles, CA
Posts: 732
I am a Swedish citizen but green card holder living in the US. Have not been to any of the banned countries the last year. Will I still be able to board my LAX-IST flight and enter Turkey? Don't want to risk getting denied when checking in as I am supposed to travel in a week to IST.
B747forever is offline  
Old Mar 15, 20, 2:46 am
  #70  
 
Join Date: Apr 2005
Location: YYZ
Programs: Aeroplan, TD.
Posts: 360
Originally Posted by ISTFlyer View Post
I don't see anything about TK offering a free refund. This is the policy for countries that flights are still being operated. You would be able to cancel your flight but you won't get a refund ( unless you decide to pay the cancellation fee ), you could turn it to an open-jaw ticket or you could change it to another date.

So yes, if your ticket is not fully flexible, unless TK invents some waiver to Canada and Kenya for your travel dates, no full refund.

https://www.turkishairlines.com/en-tr/ze

Thanks for that info.
Ramz is online now  
Old Mar 15, 20, 3:41 am
  #71  
formerly Wilko Pali Sedef
 
Join Date: Mar 2013
Location: CDG
Programs: TK Elite+
Posts: 1,405
Still waiting this out, flying CDG-IST-KIX on 26 April....
AirCanada881 is offline  
Old Mar 15, 20, 5:08 am
  #72  
 
Join Date: Aug 2010
Location: CPH
Programs: UAMP S, TK M&S E (*G), Marriott P, IHG P
Posts: 8,020
Originally Posted by B747forever View Post
I am a Swedish citizen but green card holder living in the US. Have not been to any of the banned countries the last year. Will I still be able to board my LAX-IST flight and enter Turkey? Don't want to risk getting denied when checking in as I am supposed to travel in a week to IST.
Check Turkish's government advisory to make sure that they don't ban foreign nationals from coming into Turkey, as the situation is so changeable so you need to follow the news regularly.

You are always welcome here in Sweden!
nacho is offline  
Old Mar 16, 20, 7:49 am
  #73  
 
Join Date: Mar 2005
Location: Sunny Singapore
Programs: TG*G, SQ, QF
Posts: 885
Duplicate
cmdsea is offline  
Old Mar 16, 20, 7:49 am
  #74  
 
Join Date: Mar 2005
Location: Sunny Singapore
Programs: TG*G, SQ, QF
Posts: 885
So I am a UK passport holder with Singapore residency. I held a one way J redemption AMS-IST-SIN with departure from AMS around 8pm this evening.

On Saturday morning TK notified me they had cancelled all flights from AMS. Unable to get through on the phone I travelled out to the TK desk at Schipol and was re-booked LGW-IST-SIN.

At my own cost I bought a BA flight AMS-LGW and paid for the Hilton overnight at LGW. However at check in this morning at LGW I was denied boarding as I have been in AMS within the last 14 days.

I have asked the TK check in staff (actually Menzies) about re-booking on alternative airlines to SIN but I just get a shrug and told to call the customer helpline (which doesn't get answered and in any case is not a game I want to play, being on hold for hours on a roaming Singapore mobile..)

I have now booked a new ticket LHR-SIN this evening on SQ and hopefully it will be 3rd time lucky for actually being able to get home. However I am curious given the above scenario and in particular having already travelled from AMS to LGW at their behest, are TK liable for anything other than refunding my miles for the original ticket. Or am I just out of luck and left to try and pick the peices via my travel insurance. ..
cmdsea is offline  
Old Mar 16, 20, 2:29 pm
  #75  
Moderator, Turkish Airlines Miles&Smiles & Le Club Accorhotels
Original Poster
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Join Date: Apr 2009
Location: BRU
Programs: TK*G, Le Club Accorhotels Platinum
Posts: 6,864
As of 8:00 a.m. on 17 March 2020, flights to/from the UK, Switzerland, Saudi Arabia, Egypt, Ireland and the United Arab Emirates will be suspended.
starflyergold is offline  

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