Consumer Disputes in Turkey: Tour Packages, Hotels, Flights and Online Bookings
Information for Foreign Tourists under Turkish Law No. 6502
Turkey is one of the world’s most popular tourism destinations. Alongside wonderful experiences, visitors sometimes face problems: a disappointing “all-inclusive” resort, a cancelled flight with no proper assistance, or an online ticket that cannot be refunded. Foreign visitors should know that when they act for personal purposes (holiday, travel, shopping), they are “consumers” under Turkish Law No. 6502 on the Protection of Consumers and enjoy the same rights as Turkish nationals.
1. Tour packages and defective hotel services
Package tours (a combination of transport, accommodation and other services sold at an inclusive price) are specifically regulated by Law No. 6502 and the Regulation on Package Tour Contracts. If the trip is not delivered as promised in the brochure or contract – for example, a lower-class hotel is used, facilities are closed, or “sea view” turns out to be a parking lot – the traveller may demand:
- performance of the service as promised or an equivalent alternative,
- a price reduction reflecting the defect,
- termination of the contract in serious cases and a full or partial refund, and
- compensation for proven damages.
The same logic applies to hotel or resort stays sold separately. Poor hygiene, unsafe conditions, or a service level substantially below what was advertised may be treated as “defective service”. Consumers can rely on their rights under Law No. 6502 to seek a refund, a discount or compensation, depending on the severity of the problem.
A frequent complaint is “all-inclusive” holidays where the hotel later charges extra for basic items (certain restaurants, drinks, sunbeds, towels) or adds hidden “service fees”. If these extras were not clearly explained before booking, they may be considered unfair practices or deceptive advertising, and the consumer can ask for reimbursement of unlawful charges.
2. Flight cancellation, delay and lost luggage
For flights departing from Turkey or operated by Turkish carriers, passenger rights are governed by the SHY-Passenger Regulation issued by the Directorate General of Civil Aviation. This regime is broadly similar to the EU261 rules and provides fixed compensation (generally between EUR 250 and 600 depending on distance) for long delays, cancellations and denied boarding due to reasons under the airline’s control, in addition to assistance such as meals, hotel accommodation and re-routing.
If your flight is cancelled or heavily delayed, you should:
- request written information about your rights at the airport;
- keep boarding passes and confirmation e-mails;
- file a complaint directly with the airline;
- if unsatisfied, escalate to the Turkish civil aviation authority or pursue a compensation claim (often combined with a consumer complaint if the ticket was part of a package tour).
For lost or damaged luggage, the airline is responsible under international conventions and Turkish aviation law, subject to time limits and liability caps. It is important to report loss or damage at the airport and to keep luggage tags and Property Irregularity Reports.
When the tour operator fails to provide promised transfers, excursions or assistance in connection with flight disruptions, this may also constitute a breach of the package tour contract, allowing the consumer to seek a refund or compensation from the tour company as well as the airline.
3. Online bookings, cancellations and chargebacks
Many tourists use online platforms to book flights, accommodation, tours or activities. These transactions are often “distance contracts” under Law No. 6502, meaning that the consumer has a statutory right of withdrawal in many cases – typically 14 days – unless a specific exception applies (for example, certain time-specific services such as fixed-date accommodation or leisure activities may be excluded once performance has begun).
Common problems include:
- non-transparent cancellation and refund conditions,
- platforms or sellers refusing to refund despite legal rights,
- double charging or unauthorized card use,
- disputes over whether Turkish or foreign law applies.
In addition to platform support channels, consumers can request a chargeback from their card issuer where the merchant has clearly failed to deliver the service. At the same time, they can rely on Turkish consumer law if the transaction has a close link to Turkey (for example, Turkish hotel, Turkish tour operator, or services performed in Turkey).
4. How foreigners can enforce their rights
Foreign consumers can submit complaints to the Consumer Arbitration Committees (Tüketici Hakem Heyetleri) for disputes below the current monetary threshold (for 2025, disputes under approximately 149,000 TL must first go to these committees). These bodies issue binding decisions that can be enforced like a court judgment.
For higher-value disputes, or to challenge a committee decision, consumers can file a lawsuit before the consumer courts in Turkey. Law No. 6502 expressly allows applications to be made in the place of the consumer’s residence in Turkey or where the transaction took place, which is helpful for tourists who want to file while still in the country.
Before going to court, mediation may be mandatory for certain monetary claims. Given language and procedural issues, it is advisable for foreign consumers to consult a Turkish lawyer experienced in consumer and tourism disputes.
This text is for general information only and does not replace tailored legal advice. If you have a specific dispute regarding a tour package, hotel, flight or online booking connected to Turkey, you should seek individual guidance under Turkish law.
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