SunExpress Airlines Complaint About Infant Baggage And Stroller Rules

I would like to submit a complaint regarding SunExpress’s infant baggage and stroller policies for passengers traveling on a Light Fare ticket on my recent flight XQ959 from Düsseldorf to Izmir on 23.05.2026. The tickets were issued under the names Melike He***, Ismetcan H*** and Deniz H***. I recently traveled with my wife and our child under the age of two and experienced two serious issues caused by unclear and misleading information on your website. First, regarding the stroller policy, we brought a cabin-compatible stroller for our infant. At the airport, your staff informed us that the stroller size limits for Light Fare passengers are more restrictive than for other fare types. This important restriction is only mentioned in a single location on your website and is not clearly communicated during the booking process, which caused us unnecessary stress and difficulties at the airport. Families traveling with infants should be able to easily find such critical information before purchasing tickets. Second, regarding the infant baggage allowance, your website generally states that infants are entitled to baggage allowance on domestic and international flights, with several references to a 20 kg allowance. However, at the airport we were told that infants traveling on a Light Fare ticket are only entitled to 10 kg. This crucial exception appears only in one specific section of the website, while the more prominent and visible information suggests a 20 kg allowance. Because of this lack of transparency, we arrived at the airport believing we were within the permitted limits and were charged an additional €80 at check-in. If this restriction had been clearly displayed during the booking process, we would have planned differently and avoided these unexpected costs. I believe the information regarding both infant stroller dimensions and infant baggage allowances is presented in a misleading and inconsistent manner. I kindly request a review and refund of the €80 charge applied at check-in and that you improve the visibility and clarity of these policies on your website and during the booking process, so that other families with infants do not encounter the same problems in the future.