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.
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