Some of the questions frequently asked by our passengers are grouped and listed below to assist you. Please contact the Onur Air Call Center at 0212 444 ONUR (0212 444 66 87) or e-mail Customer Relations Department at crm@onurair.com.tr for any other questions and requests.
Following information is applicable for domestic flights:
Ticket Sales
What is the address of the web site for purchasing Onur Air tickets through internet?
www.onurair.com.tr
What is the phone number of the Onur Air Call Center?
444 66 87
I want to change the date of the ticket I purchased over the internet. What is the procedure?
You can call our Call Center at 444 66 87 and make the change.
Do I have to pay a fine if I cancel the domestic line ticket I purchased?
There is no fine for cancellations made until 24 hours before the departure time.
Fines amounting to 10% and 30 % of the ticket price are collected for cancellations made between 24 hours to 12 hours and 12 hours to 30 minutes prior to the departure time respectively. Service fee is not refunded irrespective of the cancellation time.
Do I have to pay a fine if I change the date of the domestic line ticket I purchased?
There is no fine for date changes made until 24 hours before the departure time.
Fines amounting to 10% and 30 % of the ticket price are collected for date changes made between 24 hours to 12 hours and 12 hours to 30 minutes prior to the departure time respectively. Service fee is not refunded whatever the time of cancellation is.
Can I purchase tickets using a credit card over the internet for another person?
Yes, you may.
The date or time on my ticket is wrong. I had wanted another date/time. What should I do?
You need to control the name, date, time and the itinerary details before you leave the place of purchase. All actions related to your travel are based on the details on your ticket.
I lost my ticket and I want a refund. Is that possible?
If you cancel your ticket you can get a refund even if you lose the ticket.
I lost my ticket or washed out and destroyed in the washing machine. Can I still fly?
You will have no problem since the tickets are issued on electronic environment. You can board the plane by presenting a valid ID Card.
I want to cancel the ticket I purchased over the internet. What is the procedure?
If you are a member of the Onur Air web site, you can process the cancellation yourself over the internet. If not, please call our Call Center at 444 66 87 to cancel your ticket.
I purchased my Onur Air ticket over the internet. How can I get my ticket?
You can print out the electronic ticket through the printer attached to your computer.
Do I have to become a member in order to purchase tickets over the internet?
No, you do not. However, if you are member you can process the cancellations over the internet without waiting.
Can I purchase tickets through the Onur Air Call Center?
Yes, you may.
I made my reservation over the internet. Where can I purchase the ticket?
If you are not a member of the Onur Air web site, you can purchase the ticket from Onur Air agencies, Onur Air offices at airports, and the Onur Air Call Center.
In addition, if you are a member of the Onur Air web site, you can purchase your tickets over the internet.
Am I going to have any problems when I submit my credit card information to purchase an Onur Air ticket?
Absolutely not! Your credit card information is not stored in our systems.
Is there any price difference between the ticket I purchase through the Onur Air Call Center and the ticket I purchase over the internet?
You will have to pay higher service charge for tickets purchased through Onur Air Call Center, Onur Air Ticket Sales Offices at Airports, and Onur Air Authorized Ticket Agencies.
I made my reservation over the internet. Can I purchase the ticket through the Onur Air Call Center for the same price?
You will have to pay service charge difference for tickets purchased through Onur Air Call Center, Onur Air Ticket Sales Offices at Airports, and Onur Air Authorized Ticket Agencies.
If you purchase a ticket which you reserved over the internet as an Onur Air web site member, you will not have to pay any difference.
Internet Reservation
Can I make reservation through the internet site of Onur Air?
You can make reservations through the internet site until 72 hours before the departure time. You can only purchase tickets in the last 72 hours.
Can I make reservation through the Onur Air Call Center?
You can make reservation through the Call Center by calling 444 6687 7 days a week, 24 hours a day.
How can I make reservation changes?
You can make the reservation changes though the agency you purchased your ticket or the Call Center
I made my reservation over the internet. Where can I purchase my ticket?
If you are not a member of the Onur Air web site, you can purchase the ticket from the Onur Air Call Center, Onur Air agencies, Onur Air offices at airports, and the Onur Air Call Center. If you are a member, you can also purchase your tickets through the web site of Onur Air (www.onurair.com.tr)
Do I have to become a member in order to make reservation over the internet?
You do not have to be a member. However, you can not display the reservation over the internet and finalize (purchase) the transaction without membership. You can contact the Onur Air Call Center, Onur Air offices at airports, and Onur Air authorized agencies for such transactions. As a member of the Onur Air web site, you can subsequently display the reservation, purchase tickets or make cancellations.
What happens to reservations not finalized by the end of option period?
They are cancelled.
What should I do if I lose the PNR number?
If you are a member of the Onur Air web site, you can find out the PNR number through the menu “my transactions” in the web site. If not, you can get the number from the Onur Air Call Center.
I want to transfer a ticket issued on my name to a friend. Is this OK?
Name changes are not allowed on tickets.
I changed my mind about going to the city specified on my ticket. I want to fly to another destination which costs the same. Is this OK?
Destination changes are not allowed on tickets.
Under which circumstances internet reservation is not possible?
If there is less than 72 hours to the departure time, internet reservations are not allowed.
Pre-departure Procedures:
I arrived at the airport 40 minutes before departure; however the check-in line was too long, I could not finish the procedures and missed my plane. What can I do?
Unfortunately, the lines are very crowded at certain days, times and depending on the airports; therefore, certain difficulties are experienced. If you miss your plane, your ticket becomes irreversibly void and hence you have to complete all procedures until 30 minutes before the departure time. Thus, we recommend that you come to the airport at least 1 hour before the departure time.
I have my ticket but forgot my ID Card at home. Will I have any problem?
According to civil aviation rules, passengers who have no ID Card or whose ID Card do not match with the ID details on the ticket can not fly by planes. Therefore, you have to carry a valid ID Card confirming the information on your ticket.
My hand luggage is not heavy, but is relatively big size. Will I have any problems as I board the plane if I take it with me as a carry-on item?
Your carry-on luggage can not exceed the weights and volumes specified by the aviation guidelines. For that reason, your luggage is assessed whether or not it fits to the empty luggage template during check-in process. If you are not allowed to take your hand luggage as a carry-on, you are required to consign it.
Can I put Money, jewelry and electronic equipment in the luggage that I checked in?
Our passengers should carry personal belongings with monetary value such as cash and jewelry on them. You are responsible for safety of electronic equipments and fragile items. Since luggage items are stacked in the cargo section of the plane, your belongings may be damaged.
My luggage is quite heavy since I will stay long period of time at the destination point. Will this cause a problem?
There is a limit to the cargo a passenger can bring along, and they board the plane within this restriction. You may have to pay an additional fee for excess luggage. Moreover, under certain circumstances, excess luggage may not be allowed into the plane even if you are willing to pay the said fee.
Someone I am not acquainted with wants to send a package with me. According to him, a person will meet me at the port of arrival. Should I take that package?
Do not bring along any luggage which does not belong to you. You will be fully responsible for any illegal items which may be found in such packages.
Do you serve food and drink during the flight?
Food and drink is served for an additional fee during the flight.
Can I transport my pet?
We do not transport pets in our planes.
Security:
What is SSL?
“Security Socket Level” (SSL) is created by Netscape, and ensures standardized security for data flow over the internet. A security and special encryption technology developed by SSL RSA Data Security Company is implemented. When SSL (or Microsoft version: PCT) is used, data you send us arrive securely and without being changed. Many of the developed and advanced browsers such as Navigator of Netscape or Internet Explorer of Microsoft support the SSL protocol. The only problem about transportation of sensitive data over the internet is the fact that a series of network related transactions are performed between two computers. Series of computers perform data exchange until the relevant data arrives at the intended point. This process is called “routing”. It is the base of internet transactions and all computers included in this organization can access the data being sent. As a result, anyone can intervene with your private communication. Only SSl (or PCT) protocol brings a solution to this problem and ensures that the data sent by you is accessed only by us. Thus, other computers in “routing” can only see meaningless data and can not decrypt it.