SunExpress Check In Staff Misjudged Visa Caused Stressful Delay

On 27.03.2026 at 14:15 (German time), during check-in for SunExpress flight XQ959 from Düsseldorf to İzmir, we had a very unpleasant experience caused by the behavior and lack of knowledge of the check-in staff. My wife is a foreign national who has been living in Türkiye for 9 years with a valid work visa. Despite this, the SunExpress employee at check-in insisted that she needed an additional visa and argued with us for about 45 minutes. During this time they called many different people and kept asking again and again, instead of checking the situation properly and calmly. We clearly showed that we had already flown on 23.03 from İzmir to Düsseldorf with SunExpress without any problem, and we also showed the many entry and exit stamps in her passport from İstanbul airports as proof that her documents are in order. Even with all this clear evidence, the employee said that he could not believe us. This whole discussion and distrust happened in front of our 7-year-old daughter, which was very upsetting and humiliating for us as a family. In the end we were allowed to fly, which shows that our documents were actually correct from the beginning and that this stress was unnecessary. I am filing this complaint because I find it unacceptable that SunExpress staff behave like police officers, question valid residence and visa status without sufficient knowledge, and treat passengers as if they are not telling the truth, especially in front of a child. I expect SunExpress to review this incident seriously and to ensure that check-in staff are properly trained so that other families do not experience the same disrespect and stress in the future.