I attempted to buy a ticket through SunExpress twice, only to have both attempts fail. After the first error, I contacted customer support, who suggested it was likely due to my internet connection and assured me the amount would be refunded. I even asked if re-trying would be an issue, and they confirmed it was safe to proceed. However, upon trying again, the payment failed once more. When I called back, they then informed me of an issue with Ideal payments.
I submitted a complaint with evidence, but the next day, SunExpress closed the case because I missed a single callback while asleep. Closing a complaint file due to one missed call is unprofessional. Currently, €1200 of my money is unaccounted for, with promises of a refund within 3-5 business days – assuming this information is correct. On top of this, they’ve indicated that if prices change, I’ll have to repurchase at the current rate. To add to the frustration, I paid €650 for a €580 ticket using a Turkish card due to currency conversion.
This experience has been deeply frustrating, and I request that SunExpress resolve this matter promptly by ensuring my refund and honoring the original ticket price.
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