Frequently Asked Questions

You can cancel or change with your PNR number in the 'Ticket Services' section of our website, in the app or on 0850 555 49 49. Refunds are 100% up to 24 hours before departure, 80% from 24 to 6 hours and 50% from 6 to 1 hour; a date/time change is free once until two hours before departure.

One suitcase of up to 25 kg per person is free in the luggage hold and hand luggage must not exceed 5 kg. Extra baggage is carried for 5% of the line fare (max 150 TRY). Bicycles and musical instruments are carried if notified in advance.

Ages 0–6 travel free on a lap, a child ticket is bought if a seat is requested. A ticket for ages 7–12 is 25% off and ages 13 and over pay the full fare. A parental consent form is required for under-15s travelling alone.

The PNR is sent by SMS and email after purchase (8 characters starting with YB). If you cannot find it the call centre can locate your ticket record with your name and phone number.

Yes. All vehicles have free Wi-Fi; Premium class has USB-C, wireless charging and a personal screen, and Comfort class has a USB port.

On selected lines, small pets are carried in the luggage hold in a closed carrier if notified in advance (extra fee 150 TRY). Call the centre for the list of lines. Guide dogs travel free on all lines in the cabin.

Our on-time departure rate in 2025 was 96%. If a delay exceeds 30 minutes you are notified by SMS; for delays above two hours the fare can be fully refunded or made valid on the next service.

On services over four hours there is one 20–30 minute break and on those over eight hours two breaks. On night services the number of breaks is adjusted to passenger demand. A staff member remains with the vehicle during breaks.

Fill in the Lost Property Report form or call 0850 555 49 49. Records are searched using your PNR and item description; found items are kept for 90 days and handed over against ID or sent by cargo.

For an accessible vehicle we suggest buying a ticket 24 hours ahead and notifying the line on 0850 555 49 49. With a disability report the discount is 50% and the companion travels free.