I Paid Extra at Airport Due to SunExpress Baggage System Failure on XQ933 Flight

On July 7, 2025, I was scheduled to fly with SunExpress on flight XQ933 from Brussels to Izmir. While trying to check in online, I attempted to add baggage through their official website, but the baggage selection page was not functioning at all. Despite repeated attempts, I could not complete the process because of a clear system failure on their end.

I immediately filed a complaint through their platform and hoped it would be resolved. At the airport, I explained the situation to the staff, expecting understanding — instead, I was told they couldn’t do anything and that I would have to pay an extra baggage fee directly at the airport, even though it was SunExpress’s own system that had failed. This fee was nearly as much as the ticket itself, which is absolutely unacceptable.

After the flight, I sent a follow-up email explaining everything in detail, but I have not received any response — neither positive nor negative. We were forced to pay for something entirely outside of our control, and the lack of accountability from SunExpress has been extremely disappointing.

I demand a full refund of the extra amount paid at the airport, and I expect SunExpress to take responsibility for the system failure and properly compensate passengers who are unfairly charged.