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FREQUENTLY ASKED QUESTIONS

For providing convenience to you, we have categorized and the questions frequently asked by our passengers, and listed the same as follows.

For all other questions and requests, you can simply call Onur Air Call Center (0850 212 66 87), which provides 7/24 service, or e-mail to our Customer Relations Department over crm@onurair.com.tr.

TICKET SALES AND BOOKING

Which website do I need to visit to buy online Onur Air ticket?
www.onurair.com

What is the telephone number of Onur Air Call Center?
0850 210 66 87 (0850 210 ONUR)

I would like to change the date of the ticket I bought online.
What procedure do I need to follow to do so?
You can change the ticket date by calling Onur Air Call Center by dialing 0850 210 66 87 .

Will I pay any penalties if I cancel or changes the ticket I bought?

Domestic Flights:

  • For the tickets issued in economy class, no penalty is applied for any processes/transactions for cancellation or changes performed prior to 24 hours to the flight time.
  • For the economy classes, some 10% of the fare shall be collected as penalty for any processes/transactions for cancellation or changes which are performed while 24 to 12 hours are left to the flight time.
  • For the economy classes, some 30% of the fare shall be collected as penalty for any processes/transactions for cancellation or changes which are performed while 12 to 30 minutes are left to the flight time.
  • For the economy classes, no processes/transactions for cancellation or changes may be performed in the event that a period which is less than 30 minutes is left to the flight time.
  • For the X, Z, O promotional classes, some 50% of the fare shall be collected as penalty for any processes/transactions for cancellation or changes which are either performed while 30 minutes are left or beforehand; no processes/transaction for cancellation or changes may be performed in the event that 30 minutes or a lesser period is left to the flight time.
  • No service fee shall be refunded in case of any cancellation processes/transactions.

 The Flights From/To TRNC (the Turkish Republic of Northern Cyprus):

  • For the tickets issued in economy class, no penalty is applied for any processes/transactions for cancellation or changes performed prior to 24 hours to the flight time or beforehand.
  • For the economy classes, some 10% of the fare shall be collected as penalty for any processes/transactions for cancellation or changes which are performed while 24 to 12 hours are left to the flight time.
  • For the economy classes, some 30% of the fare shall be collected as penalty for any processes/transactions for cancellation or changes which are performed while 12 to 45 minutes are left to the flight time.
  • For the economy classes, no processes/transactions for cancellation or changes may be performed in the event that a period which is less than 45 minutes is left to the flight time.
  • For the X, Z, O promotional classes, some 50% of the fare shall be collected as penalty for any processes/transactions for cancellation or changes which are either performed while 45 minutes are left or beforehand; no processes/transaction for cancellation or changes may be performed in the event that 45 minutes or a lesser period is left to the flight time.
  • No service fee shall be refunded in case of any cancellation processes/transactions.

 International Flights:

  • For the economy classes, some 30% of the fare shall be collected as penalty for any processes/transactions for cancellation or changes which are performed while 2 hours or a lesser period are left to the flight time.
  • For the economy classes, no processes/transactions for cancellation or changes may be performed in the event that a period which is less than 2 hours is left to the flight time.
  • For the X, Z, O promotional classes, some 50% of the fare shall be collected as penalty for any processes/transactions for cancellation or changes which are either performed while 2 hours are left or beforehand; no processes/transaction for cancellation or changes may be performed in the event that 2 hours or a lesser period is left to the flight time.
  • No service fee shall be refunded in case of any cancellation processes/transactions.

Can I connect Onur Air flight with another Onur Air flight or other airlines flight ?
Onur Air does not provide connections . If you insist to buy connected ticket , Onur Air advises to keep minimum 3 hours connecting time in Istanbul . Onur Air does not accept any responsibility for missing flight connections.

Can I buy a ticket online for someone else by credit card?
Sure you can.

Prior to the flight hour, until when can I buy online ticket through your website? You can buy online tickets through our website 2 hours prior to the flight hour or earlier. If the flight is scheduled to depart within less than 2 hours, you can buy your ticket through Onur Air Call Center, Ticket Sale Offices and the authorized agencies of Onur Air.

My ticket is issued for an incorrect day or hour. Whereas, I had requested another date. What should I do?

After the ticket is issued, please check the name, day, hour and the route details specified on the ticket. The details on the e-ticket shall prevail.

I lost my ticket and I want the fare to be refunded. Is that possible?

Even if you lost your ticket, the fare will be returned to you if you cancel the said ticket.

I lost my ticket. Can I still fly?

Since the tickets are generated by and through the electronic environment, you can fly by presenting a valid identity card.

I would like to cancel the ticket I bought online. What procedure is followed to do so?

If you are a member to the website of Onur Air, you can cancel your ticket online on your own. If you are not a member, you can cancel your ticket by calling Onur Air Call Center by dialing 0850 210 66 87.

I bought Onur Air ticket through the internet. How can I get my e-ticket?
You can print your e-ticket by the printer of your own computer.

Do I need to be a member to buy ticket online?
No. You do not need to. However, if you become a member, you can view your previous ticket processes/transactions, and perform cancellation processes/transactions online without waiting.

Can I buy ticket through Onur Air Call Center?
Yes you can.

Will I suffer any problems if I provide my credit card details to buy Onur Air Ticket online?

Absolutely not. The system does not store your credit card details.

Is there any difference between the ticket I buy through Onur Air Call Center and the ticket I buy online?
You pay higher amounts of service fee for the tickets bought through Onur Air Call Center, Airport Ticket Sale Offices and through the authorized agencies of Onur Air.

Can I buy the ticket I booked online for the same price through Onur Air Call Center?
If you buy any ticket by online booking through Onur Air Call Center, Airport Ticket Sale Offices or through the authorized agencies of Onur Air, you will pay a service fee difference.

If you ticket the booking you made, as a member through the Onur Air website, by member login to the web site, you will not pay any price difference. Furthermore, regardless of through which agency the booking is made, you can simply click the "Reservation Follow-up" button on the Home Page of our website, and can buy your ticket without paying any service fees.


Will the price difference be refunded to me if I change my flight ticket, which I have bought from Onur Air, with a flight with lesser price or if the fares are discounted?
Onur Air applies a gradual pricing system, which is also known as Revenue Management. Gradual pricing system is based upon the seating capacity, and may vary depending on the number of seats available at the aircraft. Accordingly, in respect of the tickets already bought, when the fares are discounted for the same flight, the difference will not be refunded.

Can I make a booking through the Onur Air website?
If the flight is scheduled to depart within the 72 hours or later, you can make booking through Onur Air website. If the flight is scheduled to depart within less than 72 hours, you can buy tickets online.

Can I make booking through Onur Air Call Center?
You can make any booking 7/24 by calling Onur Air Call Center by dialing 0850 210 66 87.

How can I change my booking?
You can change your booking through Onur Air Call Center or through the agency from which you have bought your ticket.

I performed an online booking. Where can I get my ticket?
If you have performed the booking through our website by "Member Login”, you can get your ticket through the menu bar “Member Transactions”.

Furthermore, regardless of through which agency the booking is made, you can simply click the "Reservation Follow-up" button on the Home Page of our website, and buy your ticket.

In addition, you can also buy your booked ticket through Onur Air Call Center, airport offices and the authorized agencies of Onur Air.


What happens to the bookings which are not finalized until the end of optional time?
The bookings, which are not finalized, until the end of the optional time will be cancelled.
 

What should I do if I lose the PNR number?
If you are member to the Onur Air website, you can get your PNR number under “My Purchase Transactions" on the Onur Air website. If you are not a member, you can get the number through Onur Air Call Center.


Where can I get the printout of the ticket I have bought?

Regardless of through which agency you bought your ticket, you can simply click the"Reservation Follow-up" button on the Home Page of our website, and print your ticket.

Can I assign the ticket which I have bought for myself to someone else?
No name change may be made for the tickets.

I gave up flying to the city specified on my ticket. Can I fly to another city with the same ticket?
No route change may be made for the tickets.

ONLINE CHECK-IN TRANSACTIONS

Can I perform an online check-in?
Yes. You can perform online check-in transactions through our website so long as the flight is scheduled to depart within 24 hours - 2 hours.

 

JUST BEFORE THE FLIGHT

I arrived at the airport 40 minutes prior to the flight, but my transactions were delayed due to the queues, and I missed the flight. What should I do?

Unfortunately, at certain days and hours it is probable to suffer from serious passenger crowds and some problems related therewith at the airports. Since the rights of the passengers, who miss the flights, are lost, you are required to complete all your transactions 30 minutes prior to the flight hour for the domestic flights, and 45 minutes prior to the flight hour for the international flights. Therefore, we recommend you to arrive at the airport at least 1.5 hour before your flight is scheduled to depart.

I have the ticket with me, but I have forgoten my identity card at home. Will this create a problem?
As per the civil aviation rules, the passengers, who do not have their identity cards with them, or whose identity cards and tickets do not match, cannot fly. For this reason, you must have a valid identity card (birth certificate, driving license or passport) which authenticates the identity information on your ticket.


My carry-on baggage is not heavy, but a little big. Can I take it into the cabin?
The carry-on baggage may not exceed the weight and volume limits prescribed in accordance with the aviation rules. Therefore, a related check will be performed during the check-in where you take your seat numbers. You are required to submit your belongings, which you cannot take into the cabin, to the cargo hold.

Can I put money, jewelry and electronic devices into my baggage which I deliver to the cargo hold?
The commodities, which are of material value, such as money and jewelry, must be carried by the passengers with them. The responsibility for protecting the electronic devices and fragile belongings will belong to our esteemed passengers. Your fragile belongings can suffer from any damage/loss at the cargo hold.

My baggage is quite heavy since I will stay for a long time at my destination. Will this create a problem?
The cargo to be carried with the passenger is restricted to some limits, and will be admitted to the aircraft accordingly. You may have to pay some extra fee for your baggage which exceed such limits. Even if the passenger accepts and wants to pay extra fee for his/her baggage, any baggage which exceeds the limits may not be admitted to the aircraft under some particular circumstances.

Someone whom I do not know wants to send a package. S/he says I will be met at the airport of destination. Can I accept such package?
Never take with you a package or other goods you do not own. You will be responsible for any unauthorized and/or illegal objects that may be contained therein.

Do you serve in-flight catering?
Hot and cold drinks, alcoholic beverages, sandwiches, sweets, confectionery and other snacks are available on our flights and can be purchsed from the cafeteria On Air menu.

Can I transport pets?
No pets can be transported at our flights.

SECURITY

What is SSL?
“Security Socket Layer” (SSL) is created by Netscape, and ensures standard secure data transmission over the internet. SSL uses a security and special code technology developed by RSA Data Security Company. When using SSL (or Microsoft version; PCT), the information you send is submitted to us in a secure way without any changes. SSL is supported by a number of developed and modern browsers of Netscape such as Navigator and Microsoft Internet Explorer. The only problem faced in the transmission of highly sensitive information through the internet comprises of the transactions carried out between two computers for a series of networks. The series of computers enable information exchange unless the related information is submitted to the right destination. This transaction is called “routing”. It is the basis of internet communication and all computers within this system have the power to reach the data sent. This allows anyone to stop your special communication. Here SSL (or PCT) solves this problem and enables only us to have access to the data you sent to us. Thusly, the computers in the routing only see meaningless information and cannot decode them..