I Paid Twice for Extra Luggage on My Daughter’s SunExpress Canada Flight via Frankfurt

I purchased a SunExpress ticket for my daughter to fly to Canada, expecting a smooth experience. However, things went wrong at the airport. We were charged $100 USD for an extra suitcase, even though we were told this fee would be handled in Canada—not during departure. We paid it anyway after being told it was necessary, and received a payment slip confirming it.

The journey included a layover in Frankfurt, where—unbelievably—we were charged again for the same suitcase. This time, no documentation or receipt was provided, and the handling staff simply said, “You’ll need to sort this with SunExpress.”

When I contacted SunExpress afterward, they claimed, “Our responsibility was only until Frankfurt.” This completely contradicts what we were told at the initial check-in, where the fee was clearly said to cover the entire journey to Canada. I submitted a formal complaint under reference number 09635108, but received no proper explanation or refund. Even SunExpress now states that they cannot identify what the fee was for, despite the fact that payment was entered into their system.

We’ve never had this kind of issue before, even on previous flights where we paid for extra luggage. But this time, we were charged twice and left without clarity or support. I am asking SunExpress to take full responsibility, refund the duplicate payment, and clarify why no documentation was provided at Frankfurt. This has caused unnecessary financial and emotional stress—a company like SunExpress should not allow this kind of confusion or lack of transparency.