Passenger rights in aviation have gone digital.

31.03.2025 12:31

The Minister of Transport and Infrastructure, Abdulkadir Uraloğlu, announced that the passenger rights application process in air travel has been completely digitized. Minister Uraloğlu stated, "Passengers will no longer have to submit their requests to the airline first and then to the authority. They will be able to initiate the process with a single click." With the Passenger Rights Module integrated into the KDM-ERP system, passengers will be able to submit their complaints and requests digitally.

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Minister of Transport and Infrastructure Abdulkadir Uraloğlu announced that the General Directorate of Civil Aviation (SHGM) has launched a new service within the framework of the New Civil Aviation Model, aiming to leave no area in the aviation sector unmonitored and untracked, and to centralize all processes. Minister Uraloğlu stated that with the Passenger Rights Module integrated into the KDM-ERP (ctm.shgm.gov.tr) system, they will enable passenger complaints and requests to be managed from a single point and completely digitally.

"THE PROCESS CAN BE INITIATED WITH A SINGLE CLICK"

Stating that they have brought together airline companies, citizens, and SHGM in a digital environment, Minister Uraloğlu said, "Passengers will no longer have to submit their requests to the airline first and then to the authority. They will be able to initiate the process with a single click."

"IN CASE OF DISAGREEMENT, SHGM WILL BE DIRECTLY INVOLVED"

Uraloğlu noted that applications made through the KDM-ERP system will primarily be evaluated by the airline company, stating, "In cases where the passenger and the airline company do not agree, SHGM will be directly involved in the process."

"THE ERA OF PHYSICAL DOCUMENTS AND EMAILS HAS ENDED"

Uraloğlu stated that the application processes within the system will accelerate and that applications will be concluded in a much shorter time, saying, "The era of physical documents and emails has ended. Passengers will carry out all their requests and complaints online only through the KDM-ERP system."

"NO AREA WILL BE UNMONITORED IN CIVIL AVIATION"

Uraloğlu emphasized that the KDM-ERP system will cover not only passenger rights applications but all processes related to aviation, stating, "With the system, there will be no unmonitored or untraceable areas in aviation. The entire aviation sector will have a centralized process management structure. There will be no unmonitored areas in civil aviation."

1 MILLION APPLICATIONS EXPECTED PER YEAR

Recalling that the number of passenger applications reaching SHGM in 2024 was around 18,000, Uraloğlu said, "With the new system, we expect this number to rise to 1 million. Because applications that previously went directly to the airline will also be processed through this platform. The inclusiveness of the system is much broader."

"WE HAVE SIGNED A PIONEERING MODEL IN DIGITALIZATION OF PASSENGER RIGHTS"

Uraloğlu pointed out that similar online application systems exist in European Union countries, but emphasized that the structure established by Turkey is more comprehensive, stating, "By bringing together the passenger, the airline company, and the authority in a single system, we have signed a pioneering model in the digitalization of passenger rights."