Hello, I purchased three tickets from Sunexpress for a trip from Izmir to Prague on August 25, with a return on September 1, for ₺31,169.13. While purchasing, I spoke with customer service multiple times because our trip was dependent on our visa approval. If our visas were denied, we wouldn’t be able to go, and I would need to cancel the tickets. I explained this to the customer service representatives, and they informed me that I could cancel up to 24 hours before the flight, with only tax deductions, which would amount to about a 20% deduction.
However, when I called on August 20 to cancel the tickets, they told me there would be an 80% deduction, and I would only receive ₺10,380 back from the ₺31,169 I paid, according to the ticket rules. On the same day, I submitted a request on Sunexpress's website, explaining that I only wanted tax deductions, which I already agreed to, and that they should apply the 20% deduction as initially informed. Despite contacting customer service multiple times and requesting priority before the travel date passed, they responded today, saying that they would still deduct over ₺20,000 according to the ticket rules.
I called customer service again today, and now they’re telling me they can only refund ₺8,100. They claim the amount has decreased because more time has passed. This feels like they’re just trying to pocket my money. Of course, I made a purchase and used my right to cancel, but if I knew that ₺20,500 of the ₺31,169 I paid would be deducted, why would I even make the purchase? Who would buy under these conditions? This is clearly an attempt to take all my money. The right to cancel means nothing here. They have created their own ticket rule, and now they’re talking about a system where I can’t even get back what I paid for a trip I can’t take. This is blatant robbery. If they had explained this clearly, no one would buy these tickets. Plus, where else would you see such high deductions? I demand that my money be refunded with only reasonable deductions for taxes.
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