General Cargo

• How do we handle your feedback?

  Within the framework of our customer feedback policy, we work 24/7 with our expert team to conduct the feedback management process with a fair, fast, effective and customer-oriented approach.

  We handle, sort and refer all kinds of requests, suggestions and complaints within the scope of feedback delivered to us through the systems, equipment, phone, website, e-mail and social media.

  In order to ensure efficiency in all these processes, we take the maximum amount of time management into account, and send feedback to our customers in writing.

• I want to dispatch cargo from/to Turkey/abroad. What should I do?

  You should contact an IATA (International Air Transport Association) member cargo agent, operating in Turkey, for the purpose of performance of the procedures such as the customs procedures, issuance of an airway bill, pricing, packaging, etc. as required for dispatching any cargo to abroad, for and on behalf of you, and you should apply to our sales office in the respective country for dispatching any cargo from abroad to Turkey.

• Can I dispatch my pet such as a rabbit, bird?

  Live animals such as rabbits and birds are accepted for cargo by us. 

  The animals which are not accepted are listed as follows;

  • Laboratory/Experimental animals
  • Dead animals 
  • Live animals carrying any infectious disease
  • Pregnant animals
  • Kitties/puppies younger than ten weeks 
  • Unweaned kitties/puppies and breastfeeding mothers

  The IATA rules shall apply and be used for the procedures, documentation, packaging and labeling, and those rules must be reviewed before submission for carriage. Turkish Cargo, at all times, pays the attention and care, as required, for the safe and secure shipment of the live animals, submitted for carriage, by ensuring the most appropriate conditions for them at our flights thanks to our personnel trained and competent in their respective field of activity.

• Do you carry cargo on board the passenger flights?

  In addition to its freighters, Turkish Airlines carries cargo on board the passenger flights to all of the scheduled domestic and international destinations. 

• I want to dispatch a cargo from Turkey to abroad, but Turkish Airlines has no direct flight to such destination. How can I dispatch my cargo?

  Turkish Airlines carries your cargo to any destination, you may wish, by connection with road or air from the destinations to which it has a direct flight.  

• What should I do when I receive a cargo coming from abroad?

  You can track that whether your cargo has arrived or not, through the Internet by means of the airway bill number or the date of the respective flight, the flight number. If your cargo has arrived, then you should apply to the respective delivery order service at the destination, together with your certificate of incumbency/authorization for accepting the delivery (power of attorney, a written document issued by your company, the identity details, etc.).

• In which compartment of the aircraft is the cargo loaded and shipped?

  The cargo is shipped inside the compartment in which the passengers' baggage is loaded on board the aircraft. 

• Do you have a service whereby I can track my cargo on 24 hours a day basis?

  • You can inquire the current status of your cargo on 24 hours a day basis and quickly and reliably by means of the Turkish Cargo call center by dialing 0850 333 0 777, and you can access to any and all kinds of information about any cargo, you have dispatched or you will receive, accordingly.
  • You can track the current status of your consignment by typing your AWB number in the relevant field by means of the "Cargo Tracking" section through our website.

• How can I communicate my requests and proposals? (RECENTLY

  You can share your requests, which are not specific to a certain consignment, under the heading "General Request" on the section "Write to Us" available on our website, and you can share your proposals intended at increasing our service quality through the heading "Proposals".

• Who may take the delivery of any cargo coming from abroad, other than the respective person?

  Any cargo, which is subject to customs, may be received by the respective consignee or any person who holds a customs clearance certificate and who will be appointed as your agent, upon completion of the necessary customs and delivery order procedures since any such cargo requires performance of the customs procedures. 

• Can I receive my cargo, which has arrived at Turkey, from the warehouse at any time other than the regular office hours?

  The Cargo Customs Directorate at the Ataturk Airport is open for business between 08:00 and 17:00 during the weekdays. Therefore, you can receive your cargo only during the office hours during the weekdays. 

• When should I receive my inbound cargo at the latest, and do you charge any fee for the late receipt?

  The below listed fees are charged for the cargo, arrived at Turkey, as of the time of entry of the respective article into the warehouse.  Also, a service fee of $0.015 is charged per each kilogram of the cargo, in addition to the total cost.

  General Cargo
  	Fixed Fee	Kg*Daily Fee
  Cargo Withdrawn within the First Day (up to 24 hours)	56,00 USD	-
  Cargo Withdrawn within the 2nd - 3rd Day (24-72 hours)	56,00 USD	0,056 USD
  Cargo Withdrawn within the 4th - 14th Day	56,00 USD	0,112 USD
  Cargo Withdrawn After the15th Day	56,00 USD	0,133 USD

  Special Cargo
  	Fixed Fee	Kg*Daily Fee
  Cargo Withdrawn within the First Day (up to 24 hours)	112 USD	-
  Cargo Withdrawn within the 2nd - 3rd Day (24-72 hours)	112 USD	0,143 USD
  Cargo Withdrawn within the 4th - 14th Day	112 USD	0,184 USD
  Cargo Withdrawn After the15th Day	112 USD	0,245 USD

• Can I have the cargo, to be sent by me by Turkish Cargo, insured?

  It is not mandatory to have insurance effected for the domestic or international cargo consignments shipped by Turkish Cargo.  Turkish Cargo does not offer any insurance service within its own organization.  Any customer of us, who wishes to have insurance effected, may procure such service from the private insurance companies.