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INTRODUCTION
2000 / DECEMBER

Dear Passengers,
One of our principal duties is to ensure safe as well as comfortable flights for our passengers, and the way to achieve this is by aircraft maintenance in accordance with international standards. Since its establishment Turkish Airlines has provided maintenance services in compliance with international quality standards, a fact now confirmed by the ISO 9002 Quality System Certificate awarded to THY.

On 7 June 2000 Turkish Airlines Maintenance Centre was awarded the ISO 9002 Quality System Certificate following the ISO 9002 audit carried out by the
Turkish Standards Institute (TSE), and the first regular supervision audit carried out at our Maintenance Centre in November 2000 was also successful, demonstrating once again to the whole world that our aircraft are to be relied upon entirely where flight safety is concerned.
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INTRODUCTION
2000 / DECEMBER
On the subject of aircraft and aircraft component maintenance, which is the most crucial aspect of quality policy, the Turkish Airlines Maintenance Centre has demonstrated the importance it attaches to flight safety according to its principle of maintaining the airlinin reputation for reliability both at home and abroad and as an airline to be preferred.
Through the development of its quality system, Turkish Airlines has achieved a standard above the average for European airlines where minimising technical delays and maintaining passenger satisfaction are concerned.

Comparisons of the latest data regarding technical delays for September 2000 show that Turkish Airlines has a better record in this respect than the average level for European airline companies. When we examine the statistics below we find that delays for technical reasons affecting Turkish Airlines flights as a percentage of the total are below the average level for European Airlines targetted by ISO 9002.
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INTRODUCTION
2000 / DECEMBER
In September 2000 the average for Turkish Airlines was 1.1 compared to an average of 2.3 for European Airlines; and for the period January-September 2000 the average for Turkish Airlines was 1.4 compared to the average for European airlines of 2.2. As for delays caused by factors beyond the control of Turkish Airlines which are as upsetting for us as we know them to be for you, we unfortunately can do nothing in areas outside our influence, although you may be assured that we have made every endeavour possible.
As always we strive to maintain service quality in areas which are our responsibility at a level which ensures comfortable, safe, and enjoyable flights.
We hope that you will continue to lend your support to Turkish Airlines.
Wishing you all a pleasant flight

Yusuf BOLAYIRLI
General Manager
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