SunExpress Airlines Formal Complaint - Flight Dalaman-Berlin, 28.06.2026

I was a passenger on SunExpress flight XQ3570 from Dalaman to Berlin on 28 June 2026. My booking was made under the name Annamaria Thuerk** on 25 June 2026 at 21:43 with the booking number AT5KJM (issued by B2CRP). Before the flight, both the SunExpress website and the mobile app repeatedly failed during online check‑in. I tried several times on different browsers and devices, but it was simply impossible to complete the online check‑in process. Because of these failures, I was forced to check in at the airport in Dalaman. At around 6:15 am on 28 June 2026, the check‑in agent demanded a €5 airport check‑in fee and refused to check me in until I paid this amount in cash. No receipt was issued despite the payment. The agent’s manner was extremely rude and arrogant, which made the situation even more unpleasant and stressful. From my perspective, this looks like a systematic practice: passengers are unable to complete online check‑in due to ongoing “technical issues” and are then charged an additional airport check‑in fee. If this is happening regularly, it raises serious concerns about whether these fees are being collected unfairly and possibly illegally. As a customer, I would much rather pay €5 more for the ticket in advance than be forced into arguments and an extra cash payment at the airport without any receipt. I request a full refund of the €5 airport check‑in fee that I was forced to pay in cash without a receipt and a thorough investigation into these recurring online check‑in failures and the airport check‑in fee practice. I also expect SunExpress to permanently fix the technical issues with online check‑in so that passengers are not placed in this position again.