Claim

• How will I submit a claim for any lost, damaged or late-shipped (or for other reasons) cargo?

  You must submit your claims for any lost, damaged or late-shipped cargo through our web page. If you are a registered customer, you can submit your claim by clicking “Log-in’’ field; on the other hand; if you are not a registered customer, you can submit your claim after registering by clicking on the ‘’Sign-up’’ field.

  Click for 'how to submit a claim' document.

• What are the general rules for claim submissions for cargo?

  Claim Reason	Explanation	Time Limit*
  Loss	Loss of some part or all of the cargo	Within 120 days from the date of issue of the air waybill
  Shortage/ Missing Content	Shortage inside the content of the cargo	Immediately after discovery of the shortage (missing content) and at latest within 14 days from the date of receipt of the cargo
  Damage	Damage of some part or all of the cargo	Immediately after discovery of the damage and at latest within 14 days from the date of receipt of the cargo
  Delay	Delay of some part or all of the cargo	Within 21 days from the date on which the cargo was placed at the disposal

  *The company or the person authorized to accept the delivery of the cargo must submit a pre-claim or claim through our web page within this time limit. (If the consignee abstains from accepting the air waybill or the cargo, or if such company or person could not be notified as required, then the consignor shall be re-entitled to the right of disposition.)

  Detailed information about the terms and conditions for domestic transportation is accessible on the back page of the ‘Turkish Airlines Domestic Air Waybill’, and on our website from the document named  General Terms of Carriage of Cargo of Turkish Airlines, Inc.

  Detailed information about the terms and conditions for international transportation is accessible on the back page of the ‘Turkish Airlines Air Waybill’, and on our website from the document named General Terms of Carriage of Cargo of Turkish Airlines, Inc.

• I would like to submit a claim. Which documents should I submit?

  1. The claim petition, drawn up and signed and stamped by the company/person, which/who is the consignee/consignor, as recorded on the airway bill; or by the company/person which/who is authorized by such company/person (The inconvenience suffered, and the reason for submission of such claim and also the amount claimed must be clearly stated in the letter of claim submission.)  Click here to download the application form
  2. Master Airway Bill 
  3. House Airway Bill (if available)
  4. Report for the Inconvenience
  5. Photograph showing the damage
  6. Expert/Survey report (proving that the product is unusable)
  7. Document of destruction (if destroyed)
  8. Repair invoice (if repaired)
  9. Related invoice if there are extra charges (dry cleaning, paint etc. depending on the content)
  10. Related invoice if there is salvage (scrap) value
  11. Invoice for repacking (if the inner/original package is damaged)
  12. Commercial Invoice (except for the personal belongings that are exempt from customs duty)
  13. Packing list (if available)
  14. Certificate of Incumbency/Authorization (if the claim is submitted by a 3rd party/company)
  15. Certificate of Subrogation (if the claim is submitted by an Insurance Company)

  NOTE: The authorized person or company may submit a pre-claim as of inconvenience occurred.