I would like to report an issue we experienced at the SunExpress check-in counter prior to our London–Izmir flight XQ883 on December 31, 2025. During baggage drop-off, the staff member told us that our suitcase weighed 22 kg, which was 2 kg over the limit, and that we needed to pay an extra fee. We accepted this and paid £20 for the extra 2 kg, receiving an official receipt.
About five minutes after the payment, the same staff member asked whether there was a laptop inside the suitcase. When we said yes, we were told that this was not allowed and that the laptop had to be removed from the checked bag. After opening the suitcase and removing the laptop, the baggage weight naturally decreased. When we then requested a refund of the excess baggage fee, we were told that the process had already been completed and that no refund was possible in the system, and our request was denied.
Charging an excess baggage fee first, then reminding us of a baggage content rule afterward, and refusing to refund the fee once the weight dropped, is clearly an unfair practice in our view. I request that the £20 excess baggage fee that was unfairly charged be refunded to us, and that the inconvenience we experienced during this process be properly addressed.
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