4
Zeynep is satisfied with the result
Resolved

Sunexpress Flight Cancellation With No Communication, No Alternative Provided

April 30, 2023 10:56 pm
377
Zeynep's Thank You Message
“I couldn't find an active solution to my problem, but thank you for your attempt to make amends afterward.”

It came out that the ticket I bought for the trip from Batman to Gazipaşa on May 1, 2023 at 10:00 was invalid. The flight wasn't scheduled to take place at that time. Sunexpress did not send out any kind of notification or contact to its customers regarding the flight's cancellation. After contacting customer support, I discovered that the flight I was trying to check in for was not operating, and I was unable to do so. For hours, I was not given any alternatives for alternate flights, and now I am facing the difficulty of not being able to find any alternative flights at the very last minute. Regarding this matter, I will communicate with any and all relevant authorities. They have no right to leave me stranded like that. 

Progress
Progress

May 08, 2023 11:17 pm

I purchased tickets for myself, my spouse, and my son for the Sunexpress flight from Batman to Antalya (Alanya) on May 1, 2023, at 10:00 AM with the PNR code K9K728. When I tried to check in online one day before my flight, I saw on the Sunexpress website that such a flight did not exist. I contacted Sunexpress customer service via their WhatsApp service line (April 30, 4:01 PM, Mr. Berk) and was told that the flight was non-Show (closed for sale). In other words, this flight did not actually exist when I purchased the ticket on April 28, 2023, through obilet.com. I explained that due to my job (Doctor), my spouse and I absolutely needed to return to Antalya on May 1, and I had patients to follow up with, but no one helped with alternative flights. During my phone calls, seats on a few flight options in the eastern provinces filled up, and despite all my efforts, I could not find any direct or connecting flights to Antalya from Batman, Diyarbakır, Bingöl, Siirt, Mardin, Urfa, Adıyaman, Muş, or Van. This included flights from not only the relevant company but also other airlines. Due to the 21-hour bus ride from Batman to Antalya, the concern of not being able to make it to work on time, and the impracticality of such a journey with my 3-year-old son, I rented a car from Batman. We traveled nonstop for 6 hours to Adana and barely made it to the Sunexpress Adana-Antalya flight on May 1, 2023, at 9:25 PM, for which I purchased tickets for myself, my son, and my spouse. I believe that this distressing experience does not align with passenger rights. No change option was provided for my canceled flight, and my family and I were left stranded. Despite all my contact information (phone and email) being up to date, I received no notification of the flight cancellation. Proving the cancellation took me several hours. The payment for the canceled flight has not been refunded to me. Additionally, due to the fault of the relevant companies, the car rental, fuel expenses to Adana, and the cost of the same-day flight tickets from Adana have caused significant financial loss to me and my family. The emotional toll on me is priceless. Due to my critical profession, being a state-employed doctor, and not having official leave after May 1, I had to find my own transportation solution to return to Antalya no matter what. I am requesting the refund of the canceled flight (1716.45 TL) and the fare difference for the second flight I purchased (2999.97 – 1716.45 = 1283.52 TL).

May 01, 2023 8:22 am (9 hours after complaint)
Zeynep
July 14, 2023 10:44 am

I couldn't find an active solution to my problem, but thank you for your attempt to make amends afterward.

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