30,000 750 passenger inquiries were received via the airlines' digital system

Transport and Infrastructure Minister Uraloğlu stated in his written statement that the Passenger Rights Application System was implemented by the DGCA within the scope of digitalization studies.

Pointing out that 30,750 passenger rights applications have been processed electronically with the system since March 2025, Uraloğlu said, “We have completed 24,150 applications digitally with the system.” he said.

Uraloğlu reminded that they moved the processes to the digital environment in order to protect passenger rights in civil aviation and provide passengers with effective application, and made the following assessments:

“Application and evaluation processes are now carried out completely electronically. For example, in non-exceptional cases, our passengers have rights in many cases under the relevant legislation, such as flight cancellation, flight delay, non-admission to the aircraft due to overbooking despite a valid ticket and changing the class of service to a higher or lower class. Our passengers can submit their applications in this regard electronically by uploading all information and documents relating to their flights via the Civil Aviation Information Management System KDM-ERP (https://kdmerp.shgm.gov.tr/) and “You can follow the application process online.”

“Our goal is to resolve disputes with the application in a short time.”

Uraloğlu pointed out that requests for air passenger rights are submitted electronically directly to the relevant airline and stated that companies are given 30 days to review and respond to the request.

Uraloğlu explained that with this application they aim to resolve disputes in a short time by ensuring that the applications are evaluated primarily by the companies providing the service.

Pointing out that applications are recorded and tracked transparently thanks to the digital system, Uraloğlu explained that the system ensures that applications are received in a standard format, thereby strengthening the unity and consistency of the evaluation processes.

“It makes a significant contribution to protecting passenger rights”

Uraloğlu pointed out that this system accelerates transaction processes and said:

“Centralized management of all processes has strengthened our capabilities for statistical analysis and policy development. Thanks to digitalization, we have increased both passenger satisfaction and company effectiveness.