Sunexpress Forced Baggage Fees Despite Purchased Allowance
On June 8, 2024, I flew Sunexpress flight XQ917 from Paris CDG Airport to Izmir. During check-in, my baggage allowance was not recognized, forcing me to pay extra fees. In February, I purchased round-trip Sunlight Tariff tickets for two adults and two children, including 10kg extra baggage for both outbound and return trips. There were no issues on the Izmir-Paris leg of the journey. However, upon arrival at CDG Airport for the return flight to Izmir, we arrived three hours before the flight and joined a very long and slow-moving check-in queue.
After waiting in line for an hour, we encountered an extremely unhelpful, slow, and unprofessional staff member who insisted that our Sunlight tariff did not include baggage. Despite showing our tickets clearly indicating our baggage allowances, the staff member refused to acknowledge them. Due to language barriers (they spoke French, and we struggled with English), we had to seek assistance from a translator, which prolonged the process. Despite showing our tickets, they offered no assistance. Ultimately, we were forced to pay a total of €160 in baggage fees (€80 per person) at a different location, necessitating us to run around with two small children and our luggage, hungry and exhausted.
I filed a complaint with Sunexpress on June 9, 2024, under file number Sun-08981277. I am deeply distressed that my children and I were treated this way, and I urge everyone to hear about this incident. I demand an immediate refund.
Dear Valued Customer, First of all, thank you very much for choosing SunExpress. We are pleased to assist you with any needs you may have regarding your travel, our products, and services. We will review the matter you have communicated and our resolution center will contact you as soon as possible. Best regards
For the flight in June, despite having a 10 kg baggage allowance for two people on the tickets I purchased in February, and even though I have shown this with official documents and customer service confirmed that I have baggage allowance when I called them, the response to my request can be seen in the attached image. Again, upon receiving this response, when I called customer service, I was told that a hand baggage fee was actually applied and not a regular baggage fee. My hand baggage was not checked, and the hand baggage of four people was not checked either. There were already two children, and they did not even have hand baggage.
