SunExpress Check-In App Error Led to Additional Charges for Boarding Pass at Milan Airport
On September 2, 2024, I tried to check in for my SunExpress flight from MXP (Milan) to AYT (Antalya) via ADB (Izmir) at 14:40 using the SunExpress app. However, I encountered an error during check-in (as shown in the attached screenshots), preventing me from completing the process, despite entering all personal details correctly. I had faced the same issue when departing from Turkey, where I had to get my boarding pass at the airport.
When I went to the check-in counter at MXP airport, I was informed that since I hadn’t completed the online check-in, I would have to pay 5 EUR per person for a physical boarding pass. This felt like an unexpected and forced expense, but we had no choice but to pay it to board the flight.
It’s unacceptable that SunExpress’s check-in app is not functioning correctly, and passengers are being charged for boarding passes due to an issue with the service. It’s absurd to have to pay extra at the airport for boarding passes for a flight that has already been paid for. As a passenger, all I want is to get to the airport and board the flight I’ve paid for. I kindly request that you reimburse the 10 EUR (5 EUR per person) charged for the boarding passes. While the amount is not significant, I believe this is not how the process should work, which is why I’m filing this complaint. Screenshots related to the payment and counter are attached.
