SunExpress Denied Boarding Despite Check-In, Causing Additional Costs and Delays

On December 1, 2024, I purchased tickets for SunExpress’s 18:10 Düsseldorf–Izmir flight. After completing the online check-in, we arrived at the airport with our luggage. Despite having 10 counters available, passengers dropping off bags were forced to queue alongside those who had not completed check-in. This line, serving 5-6 flights, stretched deep into the airport, with approximately 300-400 people waiting.

Even though we joined the line 1.5 hours prior to departure, it became clear we wouldn’t make it in time. Upon requesting assistance at the counter, we were told to wait and assured someone would call us closer to the flight. No such announcement reached us, and when we asked again, we were directed to the counter only to be told that boarding and baggage check-in had closed at 17:20, despite the flight’s scheduled departure at 18:10. The plane eventually departed at 18:18 after an 8-minute delay.

Adding insult to injury, I was forced to buy tickets for the 19:10 Düsseldorf–Ankara flight at double the cost, along with an additional Ankara–Izmir flight. This trip’s expenses tripled, and I had to spend the entire night at the airport. SunExpress's refusal to accommodate or provide solutions, along with dismissive attitudes from their staff and customer service, is unacceptable.

Why couldn’t passengers board while baggage was handled separately, as was done for the Ankara flight? This lack of customer care has caused significant financial loss and frustration. SunExpress’s service approach is unacceptable, and I will no longer choose or recommend this airline to anyone.