Customer Complaints and Dispute Resolution

At Capavia, we are committed to maintaining the highest standards of service and professionalism in every aspect of our work. We value feedback from our clients and view it as an opportunity to continuously improve our services and strengthen our relationships.

If you are dissatisfied with any part of your experience—whether it concerns a booking, communication, support interaction, or any service facilitated through Capavia—we encourage you to inform us so that we can address your concerns promptly and effectively.

How to Submit a Complaint or Feedback

You may contact us at: info@Capavia.com.tr

To help us investigate and respond efficiently, please include:

• A clear and detailed description of the issue
• Any relevant booking references, dates, or passenger names
• Supporting documentation or screenshots, if available

Upon receiving your message, our team will:

• Acknowledge receipt within 5 business days
• Conduct a thorough internal review
• Provide a response and/or proposed resolution, typically within 10–15 business days

Our goal is to treat every case with fairness, transparency, and professionalism. We aim to resolve issues promptly and to the satisfaction of all parties, wherever possible.

If additional clarification is required during our review, we may contact you for further information. All complaints are handled confidentially, and we strive to ensure that you feel heard, respected, and supported throughout the process.

Dispute Resolution and Applicable Law

Any dispute, controversy, or claim arising out of or in connection with these Terms—including their validity, formation, interpretation, performance, breach, or termination—shall be finally resolved through arbitration under the Istanbul Arbitration Centre (ISTAC) Fast Track Arbitration Rules. The language of arbitration shall be Turkish. The seat of arbitration shall be Istanbul, Türkiye, and the substantive law applicable to the dispute shall be Turkish Law.