On April 24, 2023, Monday, I traveled with my family from Antalya to Adana on SunExpress flight XQ7710. Unfortunately, upon arriving in Adana and collecting our luggage, we noticed that our large-sized, hard-case, 4-wheeled Samsonite suitcase was missing one wheel and had suffered significant damage. We immediately filed a damaged baggage report at the airport (along with discovering that five other passengers' luggage was also damaged) and returned home. We learned that we needed to submit another application through the SunExpress website, and thus, we created a damage file with the reference number Sun-08649660. In the application description, I clearly stated that our suitcase was Samsonite brand, there was no authorized service available in Turkey, and I would not accept a repair with makeshift parts from a local repair shop. Instead, I explicitly requested either compensation for the cost or a replacement suitcase of the same brand and quality. However, it seems that they did not read what I wrote because they requested an invoice for the baggage repair. In response, on May 5, 2023, at 09:01, I called SunExpress customer service and explained the situation in detail. The customer service representative assured me that they would take notes and get back to me. However, I received an email indicating that my file had been closed due to not receiving a response on May 10, 2023, as if no conversations had taken place. Therefore, I was compelled to open a new request file, Sun-08657640, on May 10, 2023. Today, on May 12, 2023, I received another email requesting an invoice for the repair of the baggage. It is evident that SunExpress is intentionally engaging in actions to discourage and dissuade the customer. I want to emphasize that I will continue to follow up on this matter and expect a fair resolution. The approach taken by a well-established airline like SunExpress towards customer satisfaction and problem resolution has left me disappointed. I kindly request prompt action and a response from you to resolve this issue. Otherwise, I want you to be aware that I will take the necessary steps to utilize my legal rights and reach out to relevant consumer protection agencies. Maintaining my belief that appropriate actions will be taken, I look forward to hearing from you at your earliest convenience.
On August 27, 2025, my luggage was severely damaged on SunExpress flight XQ9229 from Gaziantep to Izmir. The wheel was broken, and the bottom of the suitcase was torn. We were traveling as a group of three, and although my baggage allowance was 45 kilograms, my luggage weighed only 26 kilograms. Whe...
On March 15, 2023, after my flight from Samsun Çarşamba Airport to Antalya Airport, I was waiting in the baggage claim area when I saw that one wheel of my newly bought suitcase had broken off and the zipper was completely torn. There was a hole in my clothes where the damage was. I told the right p...
On August 30, 2025, at 09:05, after my SunExpress flight from Adana to Antalya, I was unable to retrieve my baggage. I reported the issue to the lost and found office at Antalya Airport and a report was created with reference number AYTXQ90488. I was told that my suitcase was left in Adana, but no c...
On August 31, 2025, I flew on SunExpress flight XQ895 from Barcelona to Izmir. I handed over my American Tourister luggage in perfect condition, but when I collected it in Izmir, the wheel was broken. At the airport, I immediately reported the issue and was told to file a claim. A record was create...
On August 14, 2023, we were shocked to find our large Benetton suitcase with a gaping hole and dragged on the ground after our SunExpress flight XQ7631 from Adana to Antalya. To begin the process, we immediately filed a report with the airport authorities. They assured us that we would be reimbursed...
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