Frequently Asked Questions

  • What should I do in order to benefit from the privileges of TAV Passport Card?
     
    You must have your photo taken in 10 seconds or e-mail your portrait photo to customer@tavpassport.com prior to use in order to benefit from the services.

     

    During the services, TAV Passport card must be presented. Cards can only be used by the members and passage from the service points can only be possible if the member's photo in the system matches with the member him/herself. In the event that the member does not have a photo in the system, they should present an ID card.

  • What is TAV Passport Card?
    TAV Passport Card is a special membership program which offers you speed, comfort and privileges in your travels through the airports operated by TAV.
  • What are the privileges offered to me by TAV Passport Card?
    Please click to obtain information about the privileges of TAV Passport Card.
  • Where can I buy TAV Passport Card?
    You can purchase TAV Passport at Atatürk Airport sales points, by calling our Call Center at 444 25 75 or by filling out the application form at www.tavpassport.com.
  • Do I have to live in Turkey to own card?
    No, it is not obligatory to live in Turkey for being a card holder.
  • What do I have to do to benefit from the special privileges for TAV Passport Card members?
    All you have to do is scan your card or sticker at the points of service, through the scanners with "contactless" technology, or show it to the relevant staff prior to receiving the service.
  • How can I reach TAV Passport Terms&Conditions and Membership Agreement?
  • Can you provide information about the price of the card?
    The TAV Passport Card annual membership fee is 1950 TL including VAT.



    Contracted Banks and Companies;

    Akbank Wings, Axess Platinum Card holders are given %15 discount at new membership enrollments and, 20% discount at membership renewals and 12 installments. ​


    THY Elit and Elit Plus Card holders are given 15% discount and Classic Plus holders, 10% discount.



    We have six installment options for Garanti Bank, İş Bank, and HSBC and four installment options for Akbank card holders.



    You may learn further details through our Call Centre at +90 212 444 2575.


  • Once I buy the card when do I receive it?
    The card will be delivered to you within 7 working days following your purchase. 10 working days for international deliveries.
  • Where will you send my card?
    Your TAV Passport card will be sent to the delivery address you provide on your application.
  • How long is TAV Passport Card valid for?
    TAV Passport Card is valid for 1 year.

  • What is biometric pass?
    Biometric Pass is automatic matching of fingerprints and T.R. ID numbers for passport control system, which was previously performed by police forces. Members shall submit their identity information and T.R. ID numbers to TAV Passport Card in advance. Biometric pass is only available for Turkish citizens travelling abroad.
  • Which payments do you accept?
    You can pay for your annual membership by cash, credit card or bank transfer.
  • What should I do if I cannot use biometric pass?
    You can pass from manual passport counter 3 opposite H counter at Departures floor. Similarly, you can use manual counter 32 on the arrivals floor.
  • Can I pay by installments on my credit card?
    Yes, we offer up to 9 months of installments for credit cards.
  • I have a question about the iPass Global Wi-Fi Service

    What is the iPass Global Wi-Fi service?


    iPass Global Wi-Fi is an app on your smartphone or tablet that keeps you connected to Wi-Fi worldwide as you travel. Those hotspots include hotels, convention centres, outdoor zones (like BTOpenZone) airports, and several airlines.


    How can I get iPass?


    Go to http://www.tavpassport.com/en/TavPassportCard/Pages/Wifi-Request.aspx and complete the form to request the service.


    What devices/operating systems does the iPass service support?


    The following platforms are supported:

    o Android smartphones or tablets (version 2.3 or later)

    o iPhones/iPads (iOS version 9.0 or later)

    o Windows Phone (version 8.1)

    o Windows 10 Mobile


    Where can I use the iPass App?


    The iPass Wi-Fi network has millions of hotspots in more than 100 countries, accessible at hotels, airports, train stations, convention centres, restaurants, cafes, and more
    To view a hotspot location map to learn more about how to connect to iPass please visit http://hotspot-finder.ipass.com.



    Is the iPass service available on flights?


    The iPass app keeps you connected in the air with international in-flight hotspots on airlines such as Lufthansa and Etihad.



    Is there a limit on upload or download of data?


    There is no limit on uploading or downloading of data so feel free to enjoy unlimited data with no restrictions.



    The usage meter shows a data limit – what is this?


    o The Usage Meter shows you how much:

     Cellular data (mobile data) you have used as well as

     Wi-Fi data you have used at any Wi-Fi hotspots since the date shown at the top of the screen.

    o This limit can be set according to your requirements but will not prevent you from using the app.

    o It is for your information only.



    How many devices can I set the iPass app on?


    You can set up iPass on a maximum of three devices. Should you try to activate the service on a fourth device, the first device you activated it on will be deactivated.



    What languages does the iPass app support?


    The following app languages are currently supported:
    English, Simplified Chinese, Traditional Chinese, Dutch, French, German, Italian, Japanese, Korean, Russian, Spanish, and Thai.



    How do I register?


    Click here http://www.tavpassport.com/en/TavPassportCard/Pages/Wifi-Request.aspx for details on how to register.



    Why do I have to provide my email address?


    We use your email address to communicate with you in the following ways:

    o A welcome email will be sent to you with instructions on how to set up the iPass app.

    o We will use the email address to communicate with you for technical support issues if required.



    I have successfully registered. What do I do next?


    o Once you have registered, you will receive a welcome email from Tav Passport .

    o The email contains the link to download the app and to complete your setup so that you are ready to use the iPass Global Wi-Fi Service.


    o Should you wish to set up the app later on a different device, then access the iPass welcome e-mail on the device that you wish to now install the app on.

    o Open the e-mail entitled “TAV Passport: Welcome to iPass Global Wi-Fi” and follow the instructions on how to set up the iPass Wi-Fi service on your supported device.


    o If you went to the Appstore without using the Welcome email and installed the app:

     Tap Get Started to request an activation code.

     You will receive an email with a link to activate the app.

     Make sure you use the link on the device that you requested it from.



    I haven’t received the Welcome email. What do I do next?


    If you cannot find the e-mail that you have received, check your e-mail SPAM (or Trash or Junk) folder or if you do not think that it has reached you, you can request it again by clicking here (http://p.ipass.com/resend).



    Can I change the email address that I have used when I register the device?


    Once an email has been used to register, that email address cannot be changed.



    I have successfully registered. How do I install the app?


    o Once you have registered, you will receive a welcome email from Tav Passport .

    o The email contains the link to download the app and to complete your setup so that you are ready to use the iPass Global Wi-Fi Service.


    o Should you wish to set up the app later on a different device, then access the iPass welcome e-mail on the device that you wish to now install the app on.

    o Open the e-mail entitled “TAV Passport: Welcome to iPass Global Wi-Fi” and follow the instructions on how to set up the iPass Wi-Fi service on your supported device.


    o If you went to the Appstore without using the Welcome email and installed the app:

     Tap Get Started to request an activation code.

     You will receive an email with a link to activate the app.

     Make sure you use the link on the device that you requested it from.



    I haven’t received the Welcome email. What do I do next?


    If you cannot find the e-mail that you have received, check your e-mail SPAM (or Trash or Junk) folder or if you do not think that it has reached you, you can request it again by clicking here (http://p.ipass.com/resend).



    What is my username & password?


    Your username and password are automatically configured in the iPass app when you activate the service. There is nothing for you to remember!



    What devices/operating systems does the iPass service support?


    The following platforms are supported:

    o Android smartphones or tablets (version 2.3 or later)

    o iPhones/iPads (iOS version 9.0 or later)

    o Windows Phone (version 8.1)

    o Windows 10 Mobile



    What languages does the iPass app support?


    The following app languages are currently supported:
    English, Simplified Chinese, Traditional Chinese, Dutch, French, German, Italian, Japanese, Korean, Russian, Spanish, and Thai



    I have downloaded and installed the iPass app. What do I need to do next?


    If you installed the iPass app using the welcome email simply open the app to complete the setup.

    If you installed the iPass app without using the welcome email:

    o Open to the welcome email which is required to complete the setup

    o Tap on the link to get started which will take you to the Self Activation web page

    o Scroll to the bottom of the page where you should see an Activate button.

    o If the button is not currently visible use the “tap here” link to display it and then use it.



    How can I find iPass Wi-Fi hotspots?


    To locate a selection of iPass hotspots use the hotspot finder feature within the iPass app on your smartphone/tablet or visit http://hotspot-finder.ipass.com/. Here you can enter a city name or address and see the iPass hotspots available at that location.
    Please note, if you type in a country it will show you the locations for the capital city.



    Can you see a list of Wi-Fi hotspots in the Network Selection on your device?


    Make sure you have turned on Wi-Fi on your device. If you go into airplane mode you will need to go into settings to turn on Wi-Fi again



    How can I tell what are iPass hotspots in the App?


    Android

    All iPass hotspots show the iPass icon next to the hotspot name, e.g.

    or

    The first icon indicates an iPass hotspot name that you have connected to before.

    The second icon (with the question mark) indicates that this is an iPass hotspot you have not connected to yet.



    iPhone, iPad and Windows Phone

    • Go to your device’s WiFi settings.

    • All iPass hotspots will show a “Check for iPass” label underneath their name.

    • Hotspots you have connected to before will be remembered in the future so you can go straight to the app where the iPass icon will be displayed.



    How do I connect using the iPass app?


    o Android: Open the iPass app which will automatically connect you to an iPass hotspot when in range.

    o iPhone/iPad and Windows Phone: Open up your Settings menu, then your Wi-Fi menu, ensure Wi-Fi is enabled and select a hotspot with “Check for iPass” listed underneath the name. The iPass app will then automatically log you in.



    How many devices can I use to connect at the same time?


    You can connect from three devices at the same time.



    What is my username and password?


    Good news: you don’t need to manually configure your username and password. This is set automatically and saved inside the app. If you get prompted for a username and password please go back to the setup steps and complete them as required.



    I am having problems connecting to a Wi-Fi hotspot? What do I need to do?


    Make sure your Wi-Fi is on and then make sure that the signal strength, shown in bars, is high. Depending on your device, you can either see the signal strength in your Wi-Fi settings or in the iPass app itself. If it is low, try changing your location or ask a member of staff at the venue to show you where the access point is so you can move closer.


    Then make sure that it is an iPass location, with the iPass icon next to the name, or the ‘Check for iPass’ label under the hotspot name on your iPhone/iPad or Windows Phone. If not then try the Hotspot Finder to find the nearest location.


    When you try to connect and there is a problem the app should let you know why you can’t connect at the moment, and let you know what to do. Sometimes your app may say it is somewhere you can use iPass but you still have problems. If so then the hotspot is not setup correctly. If you are still having problems, when you are connected you can always report a problem and send you details to us and we can have a look what happened.



    I'm at a hotspot and cannot connect. What do I do?


    Poor Wi-Fi signal strength is the most common cause of connection failure. Walls, windows and other obstacles can reduce signal strength. Check your device signal strength indicator (number of bars) to see if you have a good signal and try moving closer if possible to improve your signal strength before attempting to connect. Also, some non-iPass Wi-Fi hotspots share a name (SSID) with valid iPass hotspots. Check if you are at a valid iPass hotspot by looking up your location in the Hotspot Finder.



    I have just landed in the airport and I found an iPass Hotspot there. However, I do not seem to be able to get a good connection.


    Please check first that your Wi-Fi is enabled and your device is no longer set to flight mode/airplane mode or similar.

    As traffic at an iPass hotspot is shared by all users during peak hours in the airport, where hundreds of people have arrived at the same time the speed may be slower than usual.



    Were you travelling at cruising altitude?


    In-flight Wi-Fi service is only turned on in an aircraft when it reaches the cruising altitude. This is normally when the seatbelt signs are turned off for the first time.



    Not sure which hotspot to use?


    Please refer to material that could be found in your seat pocket in front of you. If you don’t see a hotspot in your list, go to settings to enable Wi-Fi on your device.



    Did you enter the security code into the window that was brought up?


    Often auto-correct will try to change the security code that you type. Check to make sure that isn’t happening and that you can see the code is typed in correctly.


  • Does TAV Passport Card have a call center?
    For your questions, comments and suggestions about TAV Passport Card you can call our Call Center at 444 25 75.
  • If I give my TAV Passport Card to someone else, can s/he benefit from the service too?
    The utilization of TAV Passport Cards is personal. It may not be used by anyone other than the person under whose name it is registered.
  • Can I be sure that the information I give during the application process is kept confidential?
    All information you provide on your application is kept confidential by our company and is absolutely not shared with third parties without your permission.
  • I lost my card, what do I need to do?
    As the card sent are unique to you, in case they are lost or stolen you need to call the Call Center at 444 25 75 and notify us. A new card or sticker will be delivered to your address in line with your notification.
  • My card does not work, what do I need to do?
    Our sales points at the airport will help you. Furthermore, if you call our Call Center at 444 25 75 and inform them that your card is not working, you will be sent a new one.
  • Can my guests pass along with me through the special crossing points?
    Yes, one (1) guest is also entitled to pass along with you through these points.
  • Can my children benefit from the lounge services free of charge?
    A guest and the children under the age of 18 of the TAV Passport Card member may benefit from the lounge services free of charge.
  • Are there monitors at the lounges displaying flight information?
    Yes, you can check flight information through the monitors inside the "primeclass" Lounge.
  • How can I obtain information about program partners?
    You can obtain information about our program partners by calling our Call Center at 444 25 75 or by visiting us at www.tavpassport.com.
  • How can I access general rules about the program?
    You can access detailed information about the program by calling our Call Center at 444 25 75 or by visiting us at www.tavpassport.com.
  • How can I access the list of contracted airlines for business check-in?
    You can access detailed information about the contracted airlines for business check-in by calling our Call Center at 444 25 75 or by visiting us at www.tavpassport.com.
  • In which lounges can the card be used?
    The lounges and airports in which you can enjoy TAV Passport Card privileges:



    Turkey



    Istanbul Atatürk Airport - "primeclass" Lounge International Terminal Departures - After passport control



    Istanbul Atatürk Airport - Comfort Lounge – International Terminal Departures – After last security check



    Istanbul Atatürk Airport - "primeclass" Lounge – Domestic Terminal Departures – After last security check



    Sabiha Gökçen Airport - ISG Lounge – International Terminal Departures – After passport control



    Sabiha Gökçen Airport – ISG Lounge – Domestic Terminal Departures - After Last security check



    Ankara Esenboğa Airport - Anadolujet "primeclass" Lounge Domestic Terminal Departures – After last security check



    Ankara Esenboğa Airport – Comfort Lounge – International Terminal Departures – After Passport control



    Izmir Adnan Menderes Airport - Comfort Lounge - Domestic Terminal Departures - After last security check



    Izmir Adnan Menderes Airport - Comfort Lounge International Terminal Departures– After Passport control



    Milas Bodrum Airport - Comfort Lounge - Domestic Terminal Departures – After security check



    Ankara Train Station – Rail&Miles CIP Lounge



    Konya Train Station – Rail&Miles CIP Lounge



    Eskişehir Train Station – Rail&Miles CIP Lounge



    Georgia



    Tbilisi International Airport - "primeclass" Lounge - International Terminal Departures - After Passport Control



    Batumi International Airport - "primeclass" Lounge - International Terminal Departures - After Passport Control



    Tunisia



    Enfidha International Airport - "primeclass" Lounge International Terminal Departures – Main Terminal Departure Floor



    Macedonia



    Skopje Alexander the Great International Airport - "primeclass" Business Lounge - International Terminal Departures - After Passport Control



    Ohrid St. Paul the Apostle International Airport - "primeclass" Business Lounge - International Terminal Departures - After Passport Control
  • How can I benefit from the transfer service?
    You may call our Call Center at 444 25 75 for information about our transfer services or for booking.
  • How can I book car rentals through Avis?
    You can call the Call Center at 444 25 75, 48 hours in advance for booking.
  • How can I book accommodation  at the Airport Hotel?
    You can call the Airport Hotel reservation line at (212) 465 4030 for booking.
  • Where is the special x-ray gate at the International Terminal?
    The special x-ray gate dedicated to you is located at the International Terminal Gate D.
  • Where is the special x-ray gate at the Domestic Terminal?
    The special x-ray gate dedicated to you is located at the Domestic Terminal Main Gate.
  • Which cafes and restaurants offer 30% discounts?
    Istanbul Atatürk Airport



      Greenfields - International Terminal Arrivals – Greeting Hall

      Beerport - International Terminal Departures - After TAV Passport Control

      Greenport - International Terminal Departures - After TAV Passport Control

      Sky Restaurant - International Terminal Departures - After TAV Passport Control

      Restro - Cakes & Bakes - International Terminal Departures – Before TAV Passport Control

      Restro –Turkish Cuisine - International Terminal Departures – Before TAV Passport Control

      Restro – Italian Cuisine - International Terminal Departures – Before TAV Passport Control

      Restro – Chinese Restaurant International Terminal Departures – Before TAV Passport Control

      Sky Restaurant - International Terminal - Airport Hotel – Adjacent to VIP

      Kantin – Domestic Terminal Departures – Before last security check

      Beerport - Domestic Terminal Departures – After last security check

      Kokpit Cafe - Domestic Terminal Departures – After last security check

      Kokpit Brasserie - Domestic Terminal Departures – After last security check

      Tadında Anadolu -Domestic Terminal Departures – After last security check

      Cakes & Bakes - Domestic Terminal Arrivals - Greeting Hall

      Cakes&Bakes - Domestic Terminal Departures – After last security check

       

    Ankara Esenboğa Airport

      Vadi Cafe İnternational Departures-After the LAst Security Control

      Greenport - Domestic Terminal Departures – After last security Control

      Restro Eat&Fly Domestic&International Departures -Mezzanine Floor

      Tadında Anadolu -Domestic Terminal Departures – After last security check

      Bomonti Brasserie-Domestic Departures -After the Last Security Control



    İzmir Adnan Menderes Airport

      Cafe İzmir International Departures- Before the Security Control

      Efe Kioks -International Departures- After the Last Security Control

      Exspresso-Domestic Departures- Before the Security Control

      Tadında Anadolu- Domestic Departures- After the Last Security Control

      Cakes&Bakes- Domestic Departures- After the Last Security Control

      Restro - Domestic Departure- After the Last Security Control



  • What should I do in order to benefit from the privileges of TAV Passport Card?
    You must have your photo taken in 10 seconds or e-mail your portrait photo to customer@tavpassport.com prior to use in order to benefit from the services.

     

    During the services, TAV Passport card must be presented. Cards can only be used by the members and passage from the service points can only be possible if the member's photo in the system matches with the member him/herself. In the event that the member does not have a photo in the system, they should present an ID card.

  • How can I get my photo taken unless I have a photo?
    You may have your photo taken in 10 seconds by webcams located at service points or e-mail your portrait photo to customer@tavpassport.com.

     

    Photos can be taken at the following locations:

     

    Istanbul Atatürk Airport

    International Terminal Departures Floor E-1 Entrance

    International Terminal Departures Floor Passport Control Point

    International Terminal Arrivals Floor Passport Control Point

    Domestic Terminal Main entrance passage

     

    Esenboğa Airport

    Domestic Terminal Departures Floor AnadoluJet Lounge

     

    Adnan Menderes Airport

    Domestic Terminal Departures Floor Comfort Lounge

  • How can I benefit from the transfer service?
    Please fill in the transfer form on our www.tavpassport.com website or contact our Call Center on 444 25 75 for booking at least 12 hours prior to the service requirement. You can benefit from the transfer service by paying the service charge using your credit card.

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