I purchased a flight ticket from SunExpress with the understanding that both I and my baby were entitled to 35 kg of checked baggage each—clearly shown during booking and confirmed in the post-purchase confirmation document. Nowhere in that confirmation did it mention a 20 kg allowance. However, I later received a message stating that the baggage allowance had been changed to 35 kg for me and only 20 kg for my baby.
I contacted customer service and spoke with a representative named Ş*** Hanım, but she was unhelpful and ended the chat without offering any real solution. After this call, I noticed the system suddenly reflected a 20 kg baggage limit for my baby—despite earlier proof showing 2x35 kg was confirmed.
According to the current system, we now appear to have 2x35 kg checked baggage, 2x8 kg cabin baggage, and 20 kg infant baggage. Does that mean we have a total allowance of 90 kg? If so, why was the infant’s allowance reduced without notice?
This inconsistency is unacceptable. I am requesting a full investigation into this baggage policy change and a clear, written explanation as to whether this change is legal, justified, and respectful of customer trust.
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