SunExpress Charged Me €160 Unfairly for Cabin Bag After Confusing Check-in Process

File No: SUN-09467454
Flight Info: April 14, 2025 | XQ793 Frankfurt – Ankara | 20:40

Dear SunExpress,

I am writing to express my frustration with a highly unfair and inconsistent baggage policy I encountered on flight XQ793 from Frankfurt to Ankara. I had one checked bag and one cabin-sized bag. At the baggage counter, a staff member informed me that my checked luggage was slightly over the 20 kg limit and instructed me to rearrange some items into my cabin bag. I complied and checked in my main luggage at 19 kg.

However, after my main bag was immediately tagged and sent away, another staff member approached and decided to weigh my cabin bag, which now weighed 16 kg. I was told it exceeded the 10 kg cabin allowance and that I must now check it in—at a cost of €160. I was not given a chance to rebalance or repack my items between the bags because my main luggage was no longer accessible.

I also witnessed other passengers being allowed to redistribute their weight between bags without incurring any charges. It seems I was singled out and penalized, despite doing exactly as instructed. The conflicting instructions and rushed bag handling left me with no choice but to pay an excessive fee. I couldn’t even contest it at the time due to boarding delays and time pressure.

I am formally requesting a full refund of the €160, as the fee was applied under misleading and inequitable circumstances. I also urge SunExpress to review this incident and implement fairer, more consistent baggage procedures moving forward. I expect a written response and resolution to this unfair treatment.