Review Time
I am writing this to warn other travelers about SunExpress’s disregard for EU Regulation 261/2004. My journey from Vienna to Mardin (via Antalya) involved a total delay of over 15 hours and multiple legal violations.
Fabricated "Safety" Delay: In Vienna, we were held on the tarmac for 3 hours. While some other airlines were taking off normally, our pilot claimed a "personal safety preference" for further de-icing. This was clearly an internal operational decision, not an "extraordinary circumstance" that grounded the airport.
Illegal Denial of Care: During the 3-hour delay, the crew refused to provide mandatory free water or food. Instead, they attempted to sell snacks to the stranded passengers—a direct violation of Article 9 of EC 261/2004.
Admission of Liability in Antalya: Upon arrival in Antalya, SunExpress ground staff explicitly admitted that I was eligible for compensation due to the missed connection and the nature of the initial delay. They provided me with an official "Passenger Information" document (OG Form 105) to facilitate my claim, confirming the irregularity.
Failure to Reroute & Hotel Issues: The airline’s only "official" rerouting offer was a 4-day wait in Antalya. I had to accept an involuntary rerouting to a different airport (Diyarbakır) just to reach my destination. Furthermore, the provided hotel refused to serve the promised meal, forcing me to pay for a taxi and food out of pocket.
Despite their own staff's admission and the documentation provided, SunExpress has failed to fulfill its legal obligations. I have officially escalated this claim to the apf (Agentur für Passagier- und Fahrgastrechte) to ensure the €400 compensation and expenses are paid. Avoid this airline if you value your rights.
You have to pay an additional 15 euros to check in with SunExpress if you didn’t do it online. It’s not about the money, but about this ridiculous policy. I couldn’t find any information about it in the emails from Corendon. It cost us an extra 40 minutes. It seemed like half of the passengers didn’t know about this either.
Why start the trip in such a frustrating way? You immediately lose all trust. Never again.
Had an issue with a booking transaction so had to call then up, luckily i only had to wait a few minutes. Had a lovely gentleman called Ata, he made things super easy for me to rebook and ensured me I'd be refunded for the broken transaction. 10/10 customer service
I faced a very unsatisfactory situation regarding excess baggage fees. At the airport, I was charged €140 instead of the correct €50, without any explanation at check-in. The staff handled my luggage without any prior warnings about overweight issues, which led to unnecessary pressure to pay an unjustified amount. My complaint was met with the response that 'there was no mistake,' which contradicts my experience. This lack of transparency and accountability caused significant emotional stress and financial loss. As a frequent traveler, I have never experienced such neglect regarding passenger rights. The handling of this issue was unprofessional and unacceptable. I am still seeking a thorough investigation, a clear explanation of how the €140 charge was calculated, and a refund for the overcharged amount. I strongly advise travelers to be vigilant and question any unexpected charges at check-in.
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