SunExpress Charged Me for Airport Check-In Due to Website Error
I flew from Krakow to Antalya on October 14, 2024, on flight XQ433. As a frequent flyer, I am familiar with airline rules, including SunExpress' policy on online check-ins, which charges a fee if not completed online. I successfully checked in online for my outbound flight on October 7 from Antalya to Krakow, but for my return flight, the website wouldn’t allow me to check in. I kept getting error messages saying I needed to contact the airport.
After several failed attempts, I assumed Krakow might not allow online check-ins, as is the case with some airports. I arrived at the airport and waited in line for 30 minutes. When I got to the counter, the agent informed me that I hadn't done an online check-in. I explained that I had tried but couldn’t, and the agent asked me for proof. I told her there was no way for me to prove that the system wouldn’t let me check in.
Despite my explanation, I was told to pay a €5 fee to complete my check-in at the airport. I paid and returned to the counter, but the entire experience was frustrating and stressful, especially right before my flight.
SunExpress, it's not fair to ask passengers for screenshots of errors due to your system malfunctioning. You need to ensure your system works properly rather than penalize customers for your shortcomings. This experience left a bad impression, and I don’t feel my rights were respected. This complaint is for anyone who might face similar issues.
