SunExpress Rebooking Delay Forced 10-Hour Airport Wait

My February 23, 2024, Dubai–Izmir trip was purchased directly through the official SunExpress website under a single reservation with connecting flights, arranged as Dubai–Antalya and Antalya–Izmir, under PNR code E27JPZ. All segments were issued under one ticket and organized as a connected itinerary.

My Dubai–Antalya flight (XQ209), which was scheduled to depart at 3:50 AM, was delayed by approximately 2 hours and 40 minutes and did not depart until 6:30 AM. Even after boarding was completed, we were kept waiting on the aircraft for about 1.5 hours without adequate or satisfactory explanation.

After landing in Antalya, I was informed that my connecting Antalya–Izmir flight had already departed. SunExpress rebooked me onto the next available flight at 8:00 PM. As a result, I was forced to wait at the airport for nearly 10 additional hours. When I spoke with airport staff and customer service representatives, I was simply told to wait, and no meaningful assistance was offered regarding the inconvenience I experienced.

Due to my work obligations, I was unable to wait that long and had to purchase a ticket with another airline at my own expense. Even though the missed connection was entirely caused by the delay of the first flight, I suffered both financial and personal losses due to lost time, disrupted plans, and the stress I endured.

When a connecting itinerary is sold under a single ticket, it is the airline’s responsibility to ensure that the passenger reaches the final destination on time. Therefore, I am requesting reimbursement of the additional ticket I was forced to purchase, as well as compensation in accordance with applicable passenger rights regulations due to the delay and missed connection. I also request a written explanation regarding this incident.

Because of this negative experience, I do not plan to travel with SunExpress again. I am submitting this complaint not only to seek resolution, but also to share my experience so that my family members and other passengers do not experience similar treatment. I respectfully request that my complaint be reviewed promptly and that I receive a response as soon as possible.