Complaint Notice
Last updated: April 2026
All complaints regarding transfer, booking, payment, and service processes provided by youtourer (Alnajm Turizm A.Ş.) are logged, reviewed, and answered through the channels and within the timeframes set out below. Our complaint process operates under Law No. 6502 on the Protection of Consumers and the Distance Contracts Regulation.
Complaint Counterparty — Legal Entity
Complaint by Email
support@youtourer.comSend your complaint by email. Including "Complaint Notice" in the subject line helps route it to the correct queue. All requests receive an initial acknowledgment from our customer relations team within 48 hours.
Legal Department (Official Correspondence)
legal@youtourer.comFor official correspondence, notary notifications, and legal proceedings. Sending a copy of any registered letter addressed to our legal entity to this email as well helps speed up the process.
1. What Is a Complaint and Who Is It Addressed To?
A complaint is a formal request you submit regarding a service we provided (transfer delay, cancellation, payment refund, vehicle/driver conduct, booking error, personal-data processing under KVKK, pricing dispute, etc.). The complaint counterparty, in its capacity as seller and service provider, is Alnajm Turizm A.Ş. (youtourer). For complaints arising from third-party suppliers (operators, vehicle owners) within our agency activity, we manage the process on your behalf in our role as intermediary.
2. How to Submit a Complaint
You can submit your complaint through any of the following channels: • Email: [email protected] (recommended) • Legal correspondence: [email protected] • Phone: +90 552 800 11 11 • Written application: registered mail to our legal entity's address Including the following details in your complaint helps speed up the process: – Full name and contact details (email, phone) – Booking or transaction number (if any) – Date and location of the incident – Subject of the complaint (brief description) – Expected resolution (refund, re-service, information request, etc.)
3. Response Times (SLA)
• Initial acknowledgment (confirmation + case number): within 48 hours at the latest • Core review and decision: within 30 calendar days at the latest • Complex cases requiring further review: an additional 60 days (90 days total); in this case you will receive a reasoned notice at the end of the 30-day period • Cases involving a payment refund: refunded to your card/IBAN within 3–10 business days of the decision (subject to your bank's processing time) These timeframes follow Article 54 of Law No. 6502 and the Consumer Arbitration Committees Regulation.
4. Appealing the Outcome and Legal Remedies
If you do not accept the response given to your complaint, you may pursue the following legal remedies: 1) Consumer Arbitration Committee — a free avenue for disputes below the monetary threshold set for 2026. You may apply to your District or Provincial Consumer Arbitration Committee. 2) Consumer Court — for disputes above the monetary threshold and for appeals against an arbitration committee decision. 3) Personal Data Protection Board (KVKK) — for complaints regarding personal-data processing (you must first submit a KVKK request to us; if no response is received within 30 days, you may apply to the Board). 4) BDDK Consumer Rights — for payment-service disputes once online card payment is active, pursued jointly with your bank.
5. Recordkeeping, Confidentiality, and Fair Treatment
All records generated from your complaint submission are retained by us, in our capacity as "data controller" under KVKK. Records of your complaint and our responses are archived in our Customer Relations system for 10 years in an auditable form. Submitting a complaint never results in any negative treatment. Cancelling more than one booking on the same day does not affect how your complaint is evaluated. Non-discrimination: no complaint is ever rejected on the basis of language, religion, gender, or nationality.
Complaint Process Flow
Customer Complaint ↓ (within 48 hours) Initial Acknowledgment + Case Number ↓ (within 30 days) Review Outcome + Decision Notice ↓ [Accepted] → Resolution applied (refund, re-service, apology, etc.) [Rejected] → Reasoned rejection provided along with your appeal options ↓ Consumer Arbitration Committee / Consumer Court / KVKK / BDDK
Legal Basis
• Law No. 6502 on the Protection of Consumers • Distance Contracts Regulation • Consumer Arbitration Committees Regulation • Law No. 6698 on the Protection of Personal Data (KVKK) • Law No. 1618 on Travel Agencies and the Union of Travel Agencies (TÜRSAB No: 12514)