SunExpress Changed Flight Time Without Notice and Charged €80 at Gate

I am submitting this formal complaint regarding the documented hardship I experienced on SunExpress flight XQ1390 from Adıyaman to Düsseldorf on January 5, 2026.

Although my flight was originally scheduled to depart at 09:00, it was rescheduled to 15:40 without any notification being sent to me by SMS, email, or phone. I only became aware of this change during the online check-in process.

On the day of the flight, even though I arrived at the airport on time with my two small children (a 6-year-old child and a 10-month-old baby), delays at the security checkpoints caused me to reach the baggage drop area after the check-in counters had already closed, and no staff member was willing to assist. Despite repeatedly trying to contact your customer service, I was unable to get any help.

Only after customs police contacted airline authorities on my behalf was I informed that my baggage could be accepted only at the boarding gate, and that I would have to pay an additional €80 fee for this service. Due to the circumstances, I was forced to pay this amount.

After making this payment, I was not provided with a standard receipt or invoice. However, my bags were tagged by Havaş with serialized baggage labels, proving that the baggage was accepted. The label numbers are:

xh 1545114

xh 1545115

xh 1545116

These tags clearly include:

My name,

The destination (DUS),

The airline (XQ – SunExpress),

The flight number (1390).

This clearly shows that my baggage was accepted through an exceptional late-baggage procedure, and that the transaction was recorded in both SunExpress and ground handling system logs. The failure to issue a receipt is the responsibility of the service provider and cannot be used against the passenger.

During this chaotic process—marked by panic, lack of guidance, and confusion—I lost my coat at the airport. In cold weather, while holding my baby and trying to comfort my other child who was visibly distressed, I suffered serious physical and emotional hardship.

What occurred is unacceptable, including:

Failure to notify me of the flight schedule change,

Inadequate ground services,

A forced €80 baggage fee,

Payment taken without documentation,

Loss of personal property,

Severe hardship caused while traveling with small children.

Accordingly, I formally request:

A refund of the €80 fee that was forcibly collected,

Financial compensation for the coat lost at the airport,

A written explanation and formal apology regarding the hardship I experienced.