Passenger Rights
OUR SERVICES
Travel Information
You need to be at the airport minimum one hour before departure for domestic flights and two hours before departure for international flights. You can check in for your international flight maximum 45 minutes and for domestic flights maximum 30 minutes before departure time however minimum check-in times may be different in some airports. You should have obtained your boarding pass and checked-in your baggage before the above mentioned check-in times.
15 inch MacBook Pro Battery Recall Program
Apple has identified that batteries in a limited number of old generation 15 inch MacBook Pro units can overheat and can cause a safety risk. Most of the affected units were sold between September 2015 and February 2017.
It is prohibited to carry affected models in hand baggage or check-in baggage until it is confirmed that the battery is safe or replaced by the manufacturer.
You can visit Apple’s MacBook Pro Battery Recall Program webpage to learn more information and find out battery replacement options.
Free baggage allowance for our passengers is shown on tickets and generally limited to 20 kg. If you exceed this limit, you have to pay extra baggage fee at the check-in counter. Additionally the weight of each piece of baggage of the passenger should not exceed 32 kg.
Your hand baggage must not exceed the dimensions 20 cm x 40 cm x 55 cm or weigh over 8 kg.
You should buy one or more separate seats for special musical instrument and other valuable items that you need to have with you in the passenger cabin. In this case your baggage should not exceed 75 kg for each seat and should fit on the seat and be properly packaged.
Infants (2 years and younger) are not given free baggage allowance.
The following fees apply per kg/piece for excess baggage on Tailwind Airlines flights:
| EXCEED BAGGAGE | PER KG 8 € |
|---|---|
| UNATTENDED CHILD PASSENGER | 40 € |
| PETS ON BOARD | 15 € |
| PETS AS CARGO | 50 € |
| UNDERWATER EQUİPMENT | 20 € |
| RUBBER BOAT | 50 € |
| BIKE | 40 € |
| SKI EQUIPMENT | 30 € |
| SURFBOARD | 40 € |
| CANOE | 40 € |
| PARAGLIDING | 50 € |
| SPORTS EQUIPMENT MAX.15 KG | 25 € |
| PARACHUTE | 50 € |
| WHEELCHAIR | FREE OF CHARGE |
| GOLF EQUIPMENT - UP TO 15 KG | 30 € |
Non-standard baggage
All baggage that exceed the maximum dimensions set for cabin baggage should be checked-in to the cargo load. After being searched, musical instruments are allowed to be transported in the cabin as a second piece of baggage. (When buying tickets, please specify musical instruments to find out whether there is any limitation or a need for extra seat).
Before arriving to the airport:
- Try to take only the items that you need during the flights in the cabin bags.
- Try to place liquids as much as possible in the check-in (cargo hold) baggage.
- Ensure that you have reseal able plastic bags with 20cm x 20cm dimensions with a capacity of no more than 1 litre to put your liquids that you need during the flight.
- If you have any questions, please call for information before you arrive to the airport.
What to do at security check points:
- Make your plastic bag containing your liquids ready to be scanned when you are approaching to the security check. Your plastic bag will be screened at the same time with your baggage.
- All coats and jackets should be taken off; metal items, wallets should be placed in small plastic containers stacked next to the x-ray scanning device.
- If you have a laptop or an electrical device in your cabin baggage, make sure they are ready to be screened separately check when you approach to the security check.
What to do with your duty free shopping:
- You can purchase liquid products from duty free shops after the security check.
- Do not take products bought from duty free shops out of the bags given to you by the duty free shop. Keep your duty free shopping invoice as evidence until the end of your journey. You may be asked to show this document at all transfer points.
- If the flight starts from a non-EU country and has a connection in one of the EU member countries, liquid products bought from the duty free shop at the first airport may not be accepted by the security officers at the connection airport.
If you experience any property irregularity such as damage, delay or loss during your flight with Tailwind Airlines please go to the Loss and Found Office at the airport and fill out an "Irregularity Report” (PIR) Your requests will not be accepted without a PIR report.
Tailwind Airlines does not accept claims from passengers who cannot present baggage tags in their name.
Authorized centre to obtain information about property irregularities:
Tailwind Airlines, Ground Operations Lost and Found Department
Telephone : (+90 ) 242-330 38 08-09
Fax : (+90 ) 242-330 38 57
Email : lostfound@tailwind.com.tr
Damaged or lost items should be reported immediately at the destination airport. Damaged baggage should be reported in writing within seven (7) days following the delivery date of the baggage and in the event of delayed baggage the report should be made in writing within twenty one (21) days following the delivery.
For your complaints to be responded faster, send a copy (or originals) of your boarding pass, baggage tag and other necessary materials together with your PIR report preferably by e-mail or mail.
All complaints and requests to our company should be made based on official documents such as repair invoice for damaged baggage ticket, boarding pass and baggage tag etc.
We recommend that passengers who have valuable, fragile and important items in the baggage should make sure that their insurance cover the value of such items.
The baggage should not contain fragile and perishable items, electronic devices, musical instruments, medicines, valuable items (money, jewellery, commercial and valuable documents, passports and ID cards etc.), dangerous materials and prohibited items (firearms, ammunition, chemical substance etc.). The carrier cannot be held responsible for the loss or damage of such items. Tailwind Airlines may not be held responsible for any item stained, damaged or lost in baggage.
Additionally, Tailwind Airlines may not be held responsible for loss or damage of baggage castors, straps, handles and similar parts of baggage and loss in baggage that is not closed properly.
Tailwind Airlines may not be held responsible for personal items forgotten in the airport or on the aircraft. Items forgotten by passengers on the aircraft are sent to the Lost and Found Department of that airport.
Lost Baggage
A passenger whose baggage does not arrive with the plane should apply to the Lost and Found Office of ground handling services with their flight tickets (if available) or boarding pass, baggage tag and ID document (ID card, passport)before leaving the arrivals terminal and obtain a Lost Baggage Report (PIR). When the baggage is found, it is delivered to the passenger free of charge as soon as possible. The Station Lost and Found Offices are responsible for searching for lost baggage within the first five days.
For baggage that cannot be found within the first five days:
- Loss Baggage Report (PIR report that you obtain from the airport where you did not receive your baggage),
- Baggage tag to document the weight of your baggage,
- Receipt of excess baggage fee, if available
- Flight ticket or boarding pass
- ID card
The above are sent to the Loss and Found Department at the Headquarters.
Maximum search period for lost baggage is three (3) months. Tailwind Airlines pays compensation to the passenger for baggage which cannot be found within this period.
Tailwind Airlines does not accept claims from passengers who cannot present baggage tags in their name.
Damaged Baggage
Please apply to the Lost and Found Baggage Department of Tailwind Airlines with the photocopies of the following documents:
- Damaged Baggage Report (the report you obtain before leaving the airport where your baggage is damaged),
- Your boarding pass,
- Tag of your damaged baggage,
- A repair invoice from an authorized repair shop, if your baggage can be repaired
- If your baggage cannot be repaired, a document confirming that the baggage cannot be repaired from the manufacturer of the baggage or an authorized repair shop,
- Photos of your damaged baggage,
For damage and loss which cannot be noticed immediately; the passenger should apply in person or in writing the latest within seven days after the travel date.
Late Delivery
Passengers who receive their baggage late due to an error, omission etc. should apply to the carrier in person or in writing within twenty days after the delivery of their baggage.
For the passenger who receives his/her baggage late, a daily fee of Euro 20 for each day the passenger does not receive his baggage only for the duration of the passenger's holiday is paid for urgent daily needs.
- Loss Baggage Report (PIR report that you obtain from the airport where you did not receive your baggage),
- Your boarding pass,
- Baggage tag to document the weight of your baggage,
- Invoices of the expenses made for urgent needs (bank card slips are not accepted),
Note: The baggage should not contain fragile and perishable items, electronic devices, musical instruments, medicines, valuable items (money, jewellery, commercial and valuable documents, passports and ID cards etc.), dangerous materials and prohibited items (firearms, ammunition, chemical substance etc.). The carrier cannot be held responsible for the loss or damage of such items.
Pets are breeds of cats and dogs which are not aggressive or pose any threat and which has valid vaccination and health certificates, entry permits and/or other documents that may be required by transit countries and pets should be carried in cages in specified dimensions. Maximum 2 live animals in the passenger cabin and maximum 4 live animals in the cargo hold can be transported on a single aircraft in Tailwind Airlines.
Procedure
As there are limitations on the number and species of pets that can be transported in the passenger cabin, reservations should be made. Transportation of pet animals are governed by each country's laws on pet travel including transit travel. Some countries do not allow pets travelling with passengers including transit travel. Please contact your tour operator for detailed information.
Transportation of pets is subject to additional baggage fee. This fee is determined by weighing the animal and its cage together during baggage check-in.
Pets that are asked to be transported in cabin should be in cages with the dimensions 55 x 40 x 20 cm provided by the owners of those pets.
Pets to be transported in cabin should not weigh more than 6 kg including their cages. Pets that weigh over 6 kg including cages are transported in the cargo hold.
A label indicating the name of the passenger and the animal should be attached on the cage.
The pet should be healthy, harmless, clean and odour-free. If any suspicion about the condition of the pet animal arises (irritated, aggressive, diseased etc.), station officers may not accept the animal on the flight.
Passengers should keep clean bill of health, vaccination cards and ID documents available to be shown during check-in and any other time they are asked.
Travel Procedure
Our child passengers who are aged 6 and older and have not reached their 12th birthday may travel without a guardian on TWI flights. However;
- Travel of an unaccompanied minor is not possible without the child's parents or legal guardian's consent.
- Reservations about all legs of the travel should be approved.
- Authorization Certificate to Transport an Unaccompanied Minor is filled out and signed by the parents or legal guardian.
- The Unaccompanied Minor is escorted by the boarding personnel to the aircraft and handed over to the senior cabin steward.
- Children between the ages of 6-12 can fly without a guardian however if requested, a travel companion can be assigned to escort the child.
Travel Procedure
Our child passengers who are aged 3 and older and have not reached their 6th birthday may travel with a parent/guardian or a travel companion. For example; a child born on 01.06.2005 may not fly unaccompanied until the date of 01.06.2011.
A travel companion can accompany maximum two children but cannot accompany more than one infant.
A travel companion can be assigned if the parent/guardian flying with an infant younger than 2 years requests.
A request for a travel companion should be made 48 hours before the departure time.
Information about the language of the child to be accompanied is given in the request.
The costs related with the travel companion are borne by the passenger.
The child with a travel companion can only be taken from and met by the child's parent or by other person(s) authorized by the parent(s). Additionally the authorized person designated by the parent should present the notarized Authorization Certificates to our company on the date of flight.
The Authorization Certificate for Travel Companion is filled out and signed.
Travel companion is present the latest half an before the departure time at the check-in counter.
The child's parent/guardian must wait at the airport until the plane takes off.
Infant Travel
- Infant passengers should not have reached their third birthday. 0-24
- A parent can accompany maximum one infant. For a second infant, there should be another person who is older than 18.
- Infants less than 48 hours old are not accepted on our flights.
- Infants who are 2-7 days old are accepted on our flights with a doctor's note saying "There is no medical reason to prevent travel by aircraft".
- Infants who are eight days old and older and have not reached their third birthday may only travel with their parent/legal guardians. No travel companion may be assigned.
- Infants and children who are eight days and older and have not reached to seventh birthday are not accepted on our flight without an accompanying adult/travel companion.
No doctor's note is required for pregnant passengers until their twenty eighth week of pregnancy (seven months). A special form is filled out during check-in.
Passengers pregnant with a single baby can travel with a doctor's note saying ""There is no medical reason to prevent air travel “between 28th and 36th week of pregnancy. Pregnant women are not allowed to travel on aircraft after 36th week of pregnancy even with a doctor's note.
Passengers pregnant with multiple babies can travel with a doctor's note saying "There is no medical reason to prevent air travel” between 28th and 32nd week of pregnancy. They are not allowed to travel on aircraft after 32nd week of pregnancy even with a doctor's note.
The date of the doctor's note cannot be more than 7 days before the date of travel.
The doctor's note should contain the name, diploma number and the signature of the doctor.
Due to types of aircrafts in its fleet, Tailwind Airlines does not accept passengers on stretcher.
Wheelchairs are provided in all airports by ground service companies. When a passenger requests wheelchair at the check-in counter, the wheelchair is provided. Passengers who have their own wheelchairs with them are escorted to the passenger stairs and their wheelchairs are loaded in the cargo hold.
Only two custom made electrical wheelchairs weighing over 45 kg are accepted on a single flight due to space limitations.
Passengers with restricted mobility: Who have physical disabilities (sensory or movement system), mental disabilities, those who have restricted mobility due to advanced age, disease or other disabilities. Passengers with restricted mobility are escorted by the ground services personnel to the aircraft after check-in procedures and after landing.
Tailwind Airlines shows special care for disabled and sick passengers. The support adapted for individual needs of a disabled or sick passenger should be planned in advance to ensure that the passenger travels without problems. Passengers with restricted mobility should inform their condition to the agency which they make reservations and buy tickets and obtain confirmation that they are accepted on the flight. Such requests may not be met by
Tailwind Airlines and the passenger may not be accepted on the flight if such declaration made less than 48 hours to the departure time.
Due to security rules, passengers with restricted mobility are not allowed to sit in the emergency exit rows. Seats of passengers with restricted mobility who are given seats other than pre-designated seats during check-in procedures are changed by the flight crew according to the safety rules.
Passengers with restricted mobility may only travel on window seats (A/F). Other seats may be given based on the physical condition of the passenger by the airport check-in staff.
1.Passengers in Wheelchairs :
Passengers in wheelchairs are provided services according to the following degrees of disability.
WCHR: (Passenger with mildly restricted mobility) needs assistance when embarking/disembarking aircraft in the airport building, can take the bus in the apron, does not need help on stairs, does not need help when sitting down or standing up or walking to and from the lavatories in the aircraft.
WCHS: (Passenger with severely restricted mobility) needs assistance when embarking/disembarking aircraft in the airport building, cannot take the bus in the apron, needs help on stairs, does not need help when sitting down or standing up or walking to and from the lavatories in the aircraft.
WCHC: (Passenger who is completely immobile) Can use upright seat, cannot travel without an accompanying person. For example, sitting down/standing up, walking to and from lavatories (paraplegia/hemiplegia, multiple sclerosis etc.)
If requested by the passenger, wheelchair service is provided by Tailwind Airlines free of charge.
The dimension of the wheelchair should not be bigger than 86*86*86 cm to be transported on aircraft. The passenger is responsible for making the wheelchair loadable to the aircraft before the flight.
Ground services personnel does not have necessary tools and equipment to dismantle batteries or charging devices. Therefore wheelchairs can only be transported if they are made ready for transport. In order to make wheelchairs and similar items ready for flight, passenger should arrive at the counter minimum 2 hours earlier.
Wheelchairs with dry or wet cell batteries that do not spill can be transported in the cargo hold provided that batteries are dismantled, and wheelchairs are tied securely and the battery terminal are insulated.
If a wheelchair cannot be loaded, stacked, and secured in an upright position, the battery should be dismantled and loaded separately in the cargo hold. Batteries should be placed in a plastic container to prevent contamination and eroding of the cargo hold.
2.Hearing Impaired Passengers:
Hearing impaired passengers have the priority during check-in and boarding procedures There are small note papers available to help hearing impaired passengers to have a better communication with the flight crew.
Hearing impaired passengers are not allowed to sit on the aisle seats and emergency exit rows.
3.Visually Impaired or Partially Sighted Passengers:
Flight crew provide information individually to visually impaired or partially sighted passengers and Braille safety cards/instructions are given to these passengers.
Visually impaired or partially sighted passengers are not allowed to sit on the aisle seats and emergency exit rows.
Assistance dogs are transported free of charge. An assistance dog accompanying a visually impaired passenger can be transported in the passenger cabin.
Requirements for this are as following:
Assistance dogs of visually impaired passengers and hearing impaired passengers are allowed in the cabin.
An assistance dog should be on leash and wearing a mouth mask. Leash and mouth mask should be on during the entire flight.
The dog sits by the owner's feet and the passenger sits on a window seat. The passenger and the dog are not allowed to sit on the emergency exit rows.
The dog should have a valid vaccination card.
Transportation of the passengers with the following conditions will not be accepted:
- Passengers with chicken pox, infectious hepatitis, scarlet fever, diphtheria, tuberculosis and airborne and contact infectious diseases,
- Passengers who have a heart attack the latest eight weeks before the flight,
- Passengers who must use electrical devices or devices that work with air pressure,
- Passengers who are under the influence of drugs or alcohol to an extent that can pose a risk for the safety on the plane.
- If a passenger does not declare his/her condition before the flight, he/she will be responsible for all the risks and consequences.
Liquids
Each liquid must be in its own container of no more than 100 ml.
Such containers are packed in reseal able plastic bags with 20cm x 20cm dimensions with a capacity of no more than 1 litre. Containers of liquids are tightly closed and placed comfortably in the bag. Each passenger can have only one bag containing such liquid containers.
Plastic liquid bags are declared at the security check points in airports.
Liquids that are not put in plastic bags should be packed in the cargo hold baggage.
The above mentioned liquids include the following:
- All drinks and liquid food including water, soups and syrups,
- Creams, lotions, oils
- Perfumes, mascara etc.,
- Shaving foams, spray deodorants and other pressure containers,
- All pastes including toothpastes,
- All gel washes including hair and body washes/gels,
- All similar solutions and substances.
In addition to liquids in individual 100 ml containers, passengers may purchase liquid products from duty free shops and bring them on the plane.
However, if bags of duty free products are opened, airport officials may confiscate the content. Duty free products without an invoice or duty free products that are found to have not been purchased on the same day may be confiscated by officials.
Medicines
Provided that they are proved to be necessary, baby food and medicine more than 100 ml can be brought on the flight.
Cabin baggage and allowed dimensions:
Each passenger can have only one piece of cabin baggage (in addition to plastic bag containing liquids).
Wheelchairs and walking aids are allowed on the aircraft after screened for security.
Laptops / Electrical Devices / Vaping devices
Laptops and other large electrical devices (for example hair driers) should be taken out of bags and placed separately in x-ray baggage scanners. A laptop bag is considered as 1 piece of cabin baggage.
Vaping devices should not be put in the baggage to be transported in the cargo hold; they should be carried in hand baggage.
The Ministry of Foreign Affairs of the Republic of Turkey has made some changes in visa and e-visa fees for foreigners entering into Turkey.
You can find detailed information about the subject on the webpage http://www.mfa.gov.tr/data/KONSOLOSLUK/vize-harc-miktarlari-tr.pdf.