Online request submission now available for airline passengers

With the launch of a new system in the field of aviation, airline passengers can now fully submit and track all their requests and complaints online. This initiative was taken to facilitate the process of addressing passenger rights and improving the level of services.

A transformation in managing passenger rights

The Minister of Transport and Infrastructure, Abdulkadir Uraloğlu, announced that the Directorate General of Civil Aviation of Turkey (SHGM) has launched a new system within the framework of the new National Civil Aviation Model to centralize all processes and eliminate regulatory gaps.

How does the new system work?

This system, titled the "Passenger Rights Module", has been launched within the KDM-ERP system (Institutional Transformation Center – Enterprise Resource Planning). From now on, passengers can easily submit and track their requests and complaints digitally by simply visiting ctm.shgm.gov.tr.

"Passengers no longer need to first contact the airline and then the regulatory authority; all steps now start through a unified system with just one click."
— Abdulkadir Uraloğlu

What will the review process be like?

According to the minister, complaints will first be reviewed by the airline company, and if no agreement is reached between the passenger and the company, the Directorate General of Civil Aviation will directly intervene in the process. This system ensures that request reviews are conducted faster and conclusions reached in a shorter period.

Elimination of traditional paperwork

With the launch of this system, there is no longer any need to send physical documents or emails. All requests will be registered and tracked in a unified and online manner through the KDM-ERP system.

Complete focus on all aviation processes

Uraloğlu also emphasized that this system covers all stages related to aviation, and no area in this field will remain without oversight. This new structure will bring about a fully centralized process management system.

Significant increase in the number of requests

According to provided statistics, only around 18,000 requests were sent by passengers to the Directorate General of Civil Aviation last year. However, with the launch of the new system, it is expected that this number will increase to 1 million requests per year.

"The structure we have designed is more comprehensive and advanced than those in many European countries. By integrating the passenger, airline, and regulatory body into one system, we have taken a major step in the digitalization of passenger rights."
— Abdulkadir Uraloğlu