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SunExpress Complaints: How to Get Help & Contact Customer Support
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Delayed, cancelled or lost your baggage? Claim up to Β£520 (β¬600) in compensation. We handle the paperwork, calls, and the legal process β you just wait for the money.
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SunExpress Corporate Headquarters
GΓΌneΕ Ekspres HavacΔ±lΔ±k A.Ε.
YenigΓΆl District, Nergiz Sokak (Nergiz St.) No. 84, PK (P.O. Box)
MuratpaΕa / Antalya 07230
TΓΌrkiye (Turkey)
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SunExpress Corporate Headquarters GΓΌneΕ Ekspres HavacΔ±lΔ±k A.Ε. YenigΓΆl District, Nergiz Sokak (Nergiz St.) No. 84, PK (P.O. Box) MuratpaΕa / Antalya 07230 TΓΌrkiye (Turkey)Contact SunExpress
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SunExpress Corporate Headquarters GΓΌneΕ Ekspres HavacΔ±lΔ±k A.Ε. YenigΓΆl District, Nergiz Sokak (Nergiz St.) No. 84, PK (P.O. Box) MuratpaΕa / Antalya 07230 TΓΌrkiye (Turkey)
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123 comments
Darren K
Verified | Oct 18, 2026
Cork-Izmir
Economy
Claim escalated to airline
Unknown
We were refused to get a on the place after checking in online said my passport was ment to be 150 days and it was 86 days in date I didnβt no this about going to turkey but can understand why I was able to check in online no satisfactory at all said sorry bout this and left us
- Cork-Izmir
- Economy
- Claim escalated to airline
Alexander S
Verified | Sep 30, 2026Antalya-Schonefeld
Economy
Unknown
My checked luggage did not arrive at my destination and was reported missing. I filed a Property Irregularity Report (PIR) at the airport. The airline subsequently declared the luggage lost. The luggage contained my personal clothing, shoes and other personal belongings. The loss caused significant inconvenience and left me without my belongings during my trip.- Antalya-Schonefeld
- Economy
Jack A
Verified | Sep 27, 2026Antalya-Duesseldorf
Economy
Claim escalated to airline
Unknown
Dear SunExpress Customer Relations, I am writing to submit a formal complaint and request for financial compensation on behalf of myself and my girlfriend, Elmira Rusanova, regarding our journey on 11 September 2026. We had a confirmed booking for flight XQ0280 from Antalya to DΓΌsseldorf. In addition to our flight tickets, we had paid in advance for four seats on this flight. Despite having a confirmed booking and having paid for four seats in advance, we were informed at the airport during check-in that the flight was fully booked and that we could not travel on our originally booked flight. We were not provided with boarding passes for the original flight. We were subsequently transferred to another flight, XQ142, and instead of arriving in DΓΌsseldorf as originally booked, we were flown to Frankfurt. From Frankfurt, we then had to travel to DΓΌsseldorf using transportation arranged by SunExpress. Due to this entire situation, we only arrived at DΓΌsseldorf Airport at approximately 22:10. This caused us significant stress, inconvenience, additional travel time and disruption to our original travel plans. Unfortunately, the situation became even more problematic when we collected our baggage. We discovered that one of our suitcases had not arrived and was still in Antalya. We reported the missing baggage at Frankfurt Airport and an official Property Irregularity Report (PIR) was issued. The baggage details are: PIR / File Reference: FRAXQ32360/11SEP26/1743GMT Passenger: Jack Achten Flight: XQ142 β 11 September 2026 Number of delayed bags: 1 Bag tag: XQ649180 Bag: Black upright hard-shell suitcase (brand: Melvin) We were informed that the suitcase would be forwarded to our home address in Belgium and that we would receive updates by email. We find the way this entire situation was handled by SunExpress extremely disappointing and unacceptable. We paid for a specific flight to DΓΌsseldorf and even paid in advance for four seats. Nevertheless, we were not allowed to board our originally booked flight, we did not receive boarding passes for that flight, we were rerouted to Frankfurt instead of DΓΌsseldorf, we had to be transported from Frankfurt to DΓΌsseldorf, and one of our suitcases was subsequently found to have been left behind in Antalya. We therefore request the following: Appropriate financial compensation for the serious disruption to our journey, including the denied boarding on our originally booked flight, the additional travel time and the considerable inconvenience caused; A full refund of the four seat reservations that we paid for in advance, as these seats could not be used on our originally booked flight; Reimbursement of any reasonable and necessary expenses resulting from our delayed baggage; A clear written explanation as to why we were unable to board flight XQ0280 despite having a confirmed booking and having paid in advance for four seats; Written confirmation regarding the further handling and delivery of our delayed baggage; A substantive response to this complaint for both passengers. Our booking confirmation, proof of the four paid seat reservations and the official baggage report are available and can be provided upon request. We expect SunExpress to take this complaint seriously and provide an appropriate financial settlement for the way our journey was handled. If we do not receive an adequate response or resolution, we reserve the right to escalate this matter to the appropriate authorities and pursue any further rights available to us. I look forward to your prompt response. Kind regards, Jack Achten & Elmira Rusanova Booking reference: RA7C4D Email: Jack.achten@outlook.com Phone: +32 484 027 590- Antalya-Duesseldorf
- Economy
- Claim escalated to airline
Mehmet K
Verified | Sep 25, 2026Nicosia-Antalya
Economy
Unknown
I am writing to make a formal complaint regarding the way I was treated after my SunExpress flight from Ercan to Antalya was delayed, resulting in me missing my connecting flight from Antalya to London Stansted. Both flights were booked together as one single booking/itinerary, rather than being separate tickets. The delay to my first flight significantly reduced the time available for me to make my connecting flight. As soon as we landed in Antalya, I made every effort to leave the aircraft and reach the relevant area as quickly as possible. Despite this, I was unable to complete the necessary check-in procedures for my onward flight because of the delay to the first flight. I immediately approached the SunExpress desk at Antalya Airport and explained what had happened. I specifically explained that I had missed my flight because the preceding SunExpress flight had been delayed. Unfortunately, I was not offered meaningful assistance. Instead, I was told: βIt is not our problem you missed your flight, we cannot help you.β I found this extremely disappointing, particularly because the two flights formed part of the same booking and the missed connection resulted from the delay to the first flight. I was ultimately left to arrange a flight for the following day myself. This caused me additional and unexpected expenses, including accommodation, food, transport and other necessary purchases, which I had to pay for using my credit card. I am therefore requesting that SunExpress: 1. Investigate the delay to my ErcanβAntalya flight and the resulting missed connection. 2. Explain why I was not offered assistance or alternative arrangements at Antalya Airport. 3. Reimburse the reasonable expenses I incurred as a direct result of the disruption, for which I can provide receipts. 4. Assess whether I am entitled to compensation for the delay to my final destination under the applicable passenger-rights regulations. I have retained my booking confirmation, flight information and receipts for the additional expenses and can provide these as evidence.- Nicosia-Antalya
- Economy
Robert N
Verified | Sep 24, 2026Edinburgh-Dalaman
Economy
Claim escalated to airline
Unknown
My wife is disabled and we pre booked and paid for seats 1a & 1b however we given different seats 3F and 34E and told abruptly that we had to move from 1a and 1B. My wife suffers from extreme anxiety and she was really upset at having to seat at opposite ends of the plane from me. We have traveled with sun express on numerous occasions and this is the first time that we have had a problem. Can you please advise- Edinburgh-Dalaman
- Economy
- Claim escalated to airline
Cecilya D
Verified | Sep 23, 2026Tarsus-London
Economy
Unknown
I use antidepressants with a doctor's prescription. Three packs of my medication got lost in my suitcase, and being without my medication has caused me significant mental distress. I couldn't find the list of claims I sent to the airline, but it was similar to yours.- Tarsus-London
- Economy
Sky P
Verified | Sep 23, 2026Dalaman-Edinburgh
Economy
Unknown
My luggage did not come out the belt at edinbrugh air port and when I went to the luggage desk was told I would receive the next day I ask three time with it being Friday would I definitely receive and was told yes my keys for my property and car was in bags I live in Montrose wich is 150miles from airport I had to ring my sister in Dyce Aberdeen to come and collect us from airport and stay at hers until my case was back then when I get case I have to return back to Edinburgh to collect my car my case is ment to arrive today and Iβm at property waiting again my sister has had to driver from Dyce to Montrose Iβm a single mum with two children that go to school this has cause me to much chaos I hope case dose come today- Dalaman-Edinburgh
- Economy
SeΓ‘n M
Verified | Sep 22, 2026Antalya-Dublin
Economy
No reason given
Throughout the entire situation we were treated badly, no information was provided on the ground, no food vouchers given, not even water.- Antalya-Dublin
- Economy
Ana Paula A
Verified | Sep 20, 2026London-Antalya
Economy
Claim escalated to airline
Unknown
We asked for service because they didn't check my document correctly which I had the problem at the Antalya airport where they didn't help me with any information and they had me with the police. Going through a horrible and worrying moment not having any information.- London-Antalya
- Economy
- Claim escalated to airline
Ambreen R
Verified | Sep 19, 2026Antalya-Manchester
Economy
Unknown
"We arrived at Antalya Airport around 10:30β10:40 AM and waited in the check-in queue for our Manchester flight. Although there were still 45 minutes before departure and passengers ahead of us were checked in, we were refused check-in and told the counter had closed. As a result, we missed our flight and had to purchase new tickets. We request an investigation and a full refund of our additional costs."- Antalya-Manchester
- Economy
Monica Del Pilar F
Verified | Sep 18, 2026London-Antalya
Economy
Claim escalated to airline
Unknown
Terrible service because they don't give the correct information about passports and there is a bad treatment. And above all, the police didn't let me communicate. I have the bad experience with this airline- London-Antalya
- Economy
- Claim escalated to airline
Kimberlly Tatiana A
Verified | Sep 18, 2026London-Antalya
Economy
Claim escalated to airline
Unknown
Terrible service because they are not careful when they check the passports. They do not provide the information since the tickets are purchased.- London-Antalya
- Economy
- Claim escalated to airline
Elena M
Verified | Sep 13, 2026Paris-Antalya
Economy
Claim escalated to airline
Unknown
Our transfer been ordering on the arrival time, but because we spend over 2 hours to searching our luggages we have to pay extra money and my daugher get sick during the trip and waiting and by searching for the lost luggages i coudnt provide immediate assistance to her afer arrival to the airoport .- Paris-Antalya
- Economy
- Claim escalated to airline
Yasmina A
Verified | Sep 8, 2026Antalya-Beirut
Economy
Claim escalated to airline
Unknown
Me and my family was flying from Antalya to Beirut plane was at 7:45 AM. we spent 2 hours and a half on the check-in Line number 530 Antalya Airport. The guy on the check-in line was over slow, maybe his 1st day in that job. 6:53 we arrived at the check-in guy. they didn't accept to check in telling me that i am late 8 minutes. It was their fault. we missed the plane because of them. so we spent me and my family 18 hours at the airport and booked another flight to Istanbul and then from Istanbul to Beirut- Antalya-Beirut
- Economy
- Claim escalated to airline
Ziad K
Verified | Sep 7, 2026Antalya-Beirut
Economy
Claim escalated to airline
Unknown
Me and my family was flying from Antalya to Beirut plane was at 7:45 AM. we spent 2 hours and a half on the check-in Line number 530 Antalya Airport. The guy on the check-in line was over slow, maybe his 1st day in that job. 6:53 we arrived at the check-in guy. they didn't accept to check in telling me that i am late 8 minutes. It was their fault. we missed the plane because of them. so we spent me and my family 18 hours at the airport and booked another flight to Istanbul and then from Istanbul to Beirut- Antalya-Beirut
- Economy
- Claim escalated to airline
Michele T
Verified | Sep 7, 2026Antalya-Beirut
Economy
Claim escalated to airline
Unknown
Me and my family was flying from Antalya to Beirut plane was at 7:45 AM. we spent 2 hours and a half on the check-in Line number 530 Antalya Airport. The guy on the check-in line was over slow, maybe his 1st day in that job. 6:53 we arrived at the check-in guy. they didn't accept to check in telling me that i am late 8 minutes. It was their fault. we missed the plane because of them. so we spent me and my family 18 hours at the airport and booked another flight to Istanbul and then from Istanbul to Beirut- Antalya-Beirut
- Economy
- Claim escalated to airline
Kelly P
Verified | Sep 7, 2026Manchester-Antalya
Economy
Claim escalated to airline
Unknown
After arriving at the airport and going to baggage reclaim/collection, we (alongside many other passengers on our flight) were left waiting at the correct belt but without our luggage. We confirmed with members of airport staff we were at the correct belt. We were waiting at the airport for our luggage with NO updates about the delay/issue for around three hours. Baring in mind we had a baby with us and no pram either as this too had been lost. This length of wait can be proven by the time of our PIR time in receipt and the time of our flight arrival at the airport. Furthermore the loss of our pram is part of our claim, whilst I canβt show receipts for its original purchase I can prove there was one, the description for it and the luggage tag associated. After speaking to the airline and airport about this they have closed the case despite our pram still being missing. This therefore is being claimed for alongside our expenses. We lost out on dinner at our hotel because of the delay in baggage which never came. We chose those flight times as they best suited our small and young family needs but also dinner arrangements arrival. This was thwarted by the negligence of the airline and our luggage and lack of updates to those of us waiting. Whilst these costs arenβt as simple as showing for a reciept we lost out on threee whole days of our holiday spent trying to reaplce the essential items we needed. High stress and out in high heat as we had no choice but to go out in pursuit of replacement items.. each day being without our luggage resulted in the need for more replacements. We had no idea when our luggage would show up if at all, and therefore each day had to assess how much we spent on replacing items , which items to replace and worst of allβ¦ where to actually find them to do so.. shopping in that area looking for an actual supermarket was way harder than it should have been. We had no pram at all. And carrying a baby around in the heat with no change of clothes, nappies or even sun cream to endure the search. We lost threee days where we should have been at the hotel enjoying the resort with no need to be out in the heat. The amount of money we had to spend on taxis to get to supermarkets since walking wasnt suitable given a baby no stroller and no sun cream and high heat that was our only options. And since taxis donβt do uber in turkey we have no receipts so how can we claim for the approx. Β£60 total in taxis paid for during that time for no reason other than just getting nappies, clothes, and toiletries to survive. we received 2/3of our bags 4 days late Airline provided no cash allowance or support at all. Just a lame excuse as to why there was no tannoy update or information shared to waiting passengers at the luggage belt. Excuse was we have 20,000 bags under ground. We last saw our luggage at Manchester airport at check in. And the pram at boarding gate where it was taken alongside several other passengers prams on our flight. The airline now declared our pram lost.- Manchester-Antalya
- Economy
- Claim escalated to airline
Birger B
Verified | Sep 5, 2026Billund-Antalya
Economy
Booking To SunExpress We flew from Billund to Antalya on 25-8 and back on 1-9 when we bought the trip we paid with our visa card. I think it is very regrettable that SunExpress uses travellink to sell your trips, as you can see in the attached file, trave
To SunExpress We flew from Billund to Antalya on 25-8 and back on 1-9 when we bought the trip we paid with our visa card. I think it is very regrettable that SunExpress uses travellink to sell your trips, as you can see in the attached file, traveling has abused our card to withdraw 889 kr. It is theft, it is not something I have approved in any way, and has also been reported to Danske Bank. I know it is nothing you can do, I thought you should just be informed about such a scam company, we have been happy to travel with you many times since we have accommodation in Alanya, I will never book a trip through travellink again Regards Birger and Leila Beyer Havtidselvej 14 8250 EgΓ₯ Denmark- Billund-Antalya
- Economy
Birger B
Verified | Sep 5, 2026Economy
Booking af fly Travellink To SunExpress We flew from Billund to Antalya on 25-8 and back on 1-9 when we bought the trip we paid with our visa card. I think it is very regrettable that SunExpress uses travellink to sell your trips, as you can see in the at
To SunExpress We flew from Billund to Antalya on 25-8 and back on 1-9 when we bought the trip we paid with our visa card. I think it is very regrettable that SunExpress uses travellink to sell your trips, as you can see in the attached file, traveling has abused our card to withdraw 889 kr. It is theft, it is not something I have approved in any way, and has also been reported to Danske Bank. I know it is nothing you can do, I thought you should just be informed about such a scam company, we have been happy to travel with you many times since we have accommodation in Alanya, I will never book a trip through travellink again Regards Birger and Leila Beyer Havtidselvej 14 8250 EgΓ₯ Denmark- Economy
- Loss: β¬120
Darren H
Verified | Sep 5, 2026Antalya-Dublin
Economy
No reason given
Dear Customer Relations Team, I am writing to make a formal claim regarding the serious disruption we experienced on our recent flight from Dublin. We arrived at Antalaya Airport at approximately 5:15am, well in advance of our scheduled 8:15am departure to DUBLIN. We were travelling with two young children and expected what should have been a straightforward journey. Instead, we were left waiting in the airport for approximately seven hours, with the flight not departing until around 3:15pm. During this entire period, there was extremely limited communication from the airline. We were given no proper explanation as to what was happening or when we could realistically expect to depart. The situation at the airport became particularly concerning. Thousands of passengers were effectively left waiting in a confined area in front of the check-in desks. With such a large number of people gathered in one area, the situation became overcrowded and, in our view, unsafe. This was especially distressing given that we had two young children with us. I have photographs showing the time displayed on the bag-drop/check-in screens at Dublin Airport, which support the timeline of events. I will provide these photographs as evidence with this claim. What was particularly unacceptable was the complete lack of care provided by the airline during such a lengthy delay. Despite being kept at the airport for approximately seven hours, we were not provided with food, refreshments or even a bottle of water by the airline. There was also very little meaningful communication or assistance provided to passengers. As a result, we had to purchase our own food and drinks at the airport. I am therefore requesting reimbursement of these reasonable expenses, and I have retained the relevant receipts as evidence. Unfortunately, our experience did not end when we finally departed Dublin. Our checked baggage was left in Turkey and was not returned to us for approximately five days. Being without our luggage for five days caused considerable additional inconvenience and expense, particularly as we were travelling with two young children. I am therefore requesting: The applicable statutory compensation for the significant delay to our flight, subject to the applicable passenger-rights rules. Full reimbursement of the reasonable food and drink expenses we incurred because the airline failed to provide the required care and refreshments during the lengthy delay. Compensation/reimbursement relating to our baggage being delayed for five days, including any reasonable expenses incurred as a result of being without our luggage. A clear written explanation of the reason for the original seven-hour delay, including why passengers were given so little information or assistance. An explanation as to why passengers, including families with young children, were left in such an overcrowded and potentially unsafe area without adequate assistance. The lack of communication and assistance throughout this incident was extremely disappointing. Being required to remain at the airport for approximately seven hours with two young children, without even basic refreshments or meaningful information, was an unacceptable experience. I would ask that this claim be assessed under the applicable passenger-rights legislation and that you confirm in writing the compensation and reimbursement you consider payable. The attached images shows the departure screen not updadted 4 hours are we should have left. I have supporting evidence available, including photographs showing the airport screens and the relevant times, together with receipts for the food and drinks purchased during the delay. I can provide these documents as required. Please confirm receipt of this claim and provide a full response within the appropriate timeframe. Yours faithfully, Darren Harding- Antalya-Dublin
- Economy
Ruzina B
Verified | Sep 2, 2026London-Antalya
Economy
No reason given
Our experience with SunExpress involved several serious issues on both our outbound and return journeys. Our outbound flight XQ527 on 24 August 2026 was significantly rescheduled from the original departure time without us being notified, despite the change apparently being made weeks beforehand, and the rescheduled flight was then delayed by approximately 3.5 hours. This resulted in us arriving in Antalya in the early hours of the following morning, losing the first evening of our holiday that we had paid for and incurring additional food costs at the airport while travelling with children. On our return journey, my 13-year-old son and I were both very unwell following illness during the holiday but were seated separately at opposite ends of the aircraft. My son was in significant discomfort and says he asked for assistance but was refused, while I was unable to properly monitor or care for him because of the seating arrangement. Overall, SunExpressβs handling of the schedule change, subsequent delay and our circumstances on the return flight caused significant inconvenience, distress and additional expense.- London-Antalya
- Economy
Kanber S
Verified | Sep 2, 2026Izmir-London
Economy
Unknown
As I said, our seat was very, but the toilet was right behind. I seat it was awful. Smell the food service was really bad because I had some cash Turkish money but they did not as though sonic express is a Turkish company which was really bad- Izmir-London
- Economy
Elanaz S
Verified | Sep 2, 2026Izmir-London
Economy
Unknown
The reason that I was very unhappy with the flight I was right at the backseat 34 just behind the toilets the smell was awful. The seat was very straight. It was kind of wobbly and it was very unhappy on that part.- Izmir-London
- Economy
Sirma E
Verified | Sep 2, 2026Izmir-London
Economy
Unknown
The reason I had to do to speed because I was so unhappy with the flight I wanted to buy food for my children but they did not take any sterling or any other cards that was like HSBC bank yes I was very unhappy very disappointed with the flight- Izmir-London
- Economy
Michelle M
Verified | Sep 1, 2026Antalya-Manchester
Economy
Unknown
I missed the birth of my grandson being born, the hotel they put us in was dirty and the food they provided my daughter couldn't eat cause of allergies, so we had to buy our own food- Antalya-Manchester
- Economy
Muhammad Haris R
Verified | Sep 1, 2026Antalya-Manchester
Economy
Unknown
I would like to complain about being unfairly denied check-in for my flight from Antalya to Manchester. My family and I arrived at the airport around 10:30β10:40 AM and waited in the check-in queue for a long time. Around 12β13 passengers ahead of us were checked in, but when it was our turn, we were told check-in had closed, even though there were still approximately 45 minutes before departure. We had been waiting in line the entire time and followed all staff instructions. As a result, we missed our flight and had to purchase new tickets at our own expense. Please investigate this matter, review the CCTV footage, and refund the costs we incurred due to being wrongly denied check-in.- Antalya-Manchester
- Economy
Ambreen R
Verified | Aug 30, 2026Antalya-Manchester
Economy
Dear Customer Relations Team, I am writing to make a formal complaint regarding my recent travel experience from Antalya, Turkey, to Manchester. My family and I arrived at the airport well before departure and joined the airline check-in queue at approximately 10:30β10:40 AM. The queue was extremely long, and we waited patiently in line as instructed. During this time, airport staff asked passengers traveling to Manchester to identify themselves, and we clearly indicated that we were on the Manchester flight. There were approximately 12β13 passengers ahead of us in the same queue. These passengers were processed and allowed to check in. However, when it became our turn, we were unexpectedly informed that the check-in counter had closed and that we would not be issued boarding passes. We explained that we had been standing in the queue for a considerable amount of time and that the delay was not our fault. We also pointed out that the passengers ahead of us in the same queue had been accepted for check-in. Despite this, staff refused to assist us and repeatedly stated that we were late. At the time we reached the counter, there was still time remaining before departure, and we had been waiting in line as directed. We believe we were treated unfairly, especially considering that other passengers in front of us were processed while we were denied check-in. As a result of this situation, we missed our flight and were forced to purchase new tickets at significant additional expense. This caused financial loss, stress, inconvenience, and disruption to our travel plans. The airport and airline should be able to verify our presence in the queue through CCTV footage and operational records, which will confirm that we arrived in good time and waited in line before the counter closed. I respectfully request a full investigation into this incident and reimbursement of the costs we incurred due to being denied check-in despite being present in the queue before closure. I would also appreciate a written explanation as to why passengers ahead of us were processed while we were refused service. I look forward to your prompt response and a fair resolution of this matter.
- Antalya-Manchester
- Economy
Maryna H
Verified | Aug 29, 2026Dublin-Antalya
Economy
Claim escalated to airline
No reason given
I was waiting over 6hours for departure , didnβt get any compensation, no food and no drinks were offered- Dublin-Antalya
- Economy
- Claim escalated to airline
Jacqueline V
Verified | Aug 28, 2026Antalya-Newcastle
Economy
Problems at airport
Totaly ignored also ignored by my trip company that I booked through I also paid for a seat I did not receive it was vacated once I went to be seated- Antalya-Newcastle
- Economy
Done D
Verified | Aug 27, 2026Antalya-Manchester
Economy
They came but 5days late, also it was delivered 11 o clock at night which is not acceptable, My husband was waiting on his iPad as it had our business account on it and needed for work!
- Antalya-Manchester
- Economy
Hayley Jane H
Verified | Aug 27, 2026London-Antalya
Economy
Successful claim
Suitcase was destroyed in the process of going missing - cut open, wheel broken and the case was cracked in different places
- London-Antalya
- Economy
- Successful claim
Rebecca H
Verified | Aug 27, 2026Manchester-Antalya
Economy
We wasnβt informed that our luggage had been left in Manchester. We went to collect it at baggage claim and only 1 of 5 cases came on the luggage belt. After 1.5hrs of stood waiting at the belt, we approached the missing bag dept to be told they had left over 60 of the cases on our flight in Manchester. No explanation was given as to why. We was told to fill in a PIR form and but any essentials we needled for the next couple of days and we could claim it back. It was over 72 hrs before they were delivered to our hotel.
- Manchester-Antalya
- Economy
Manvir V
Verified | Aug 25, 2026Dalaman-Birmingham
Economy
Claim escalated to airline
Dear SunExpress Customer Services, I am writing to make a formal complaint regarding the lack of assistance my family and I received at Dalaman Airport when we were due to fly back to Birmingham. Unfortunately, our daughter became unwell on the day of our original travel. We had initially been relying on the arranged transfer to take us to Dalaman Airport, but because of the circumstances and our concern about getting to the airport in sufficient time, we decided to take a taxi instead. We did this specifically so that we could still get to the airport in time for our flight back to Birmingham. When we arrived at Dalaman Airport, however, there was nobody at the SunExpress check-in desk available to assist us. I appreciate that we were told that the check-in desk closed one hour before the flight. However, we had made the effort to get to the airport by taking a taxi rather than waiting for the transfer, and when we arrived we were unable to find anyone available to properly assist us or explain what we were supposed to do. We were told to leave our bags and get onto the flight, but there was nobody available to properly deal with our situation or explain the procedure to us. We were also told that we should write to SunExpress about the matter. This was at approximately 5am in the morning. I find it extremely unreasonable that, when we were physically at the airport dealing with an immediate travel problem, we were effectively told to write to the airline ourselves. How were we realistically expected to sit down and write a complaint at 5am while trying to resolve an urgent situation at the airport? More importantly, writing to SunExpress afterwards did not provide us with the practical assistance we needed at the time. Our holiday had been booked through TUI, although I understand that SunExpress was the operating airline. I am therefore also raising the wider matter with TUI. However, I am asking SunExpress to investigate what happened at your check-in desk and why there was nobody available to assist us. I would also ask SunExpress to review any CCTV footage covering the SunExpress check-in area at Dalaman Airport at the relevant time. The footage may show that we attended the airport to check in for our flight back to Birmingham and that there was nobody present at the check-in desk available to assist us. I appreciate that CCTV footage may only be retained for a limited period, so I would ask that any relevant footage is preserved while this complaint is being investigated. I would also ask you to check your staffing and check-in records for our Dalaman to Birmingham flight, including: 1. The scheduled check-in opening and closing times. 2. The actual time the check-in desk was closed. 3. Whether a SunExpress representative was present at the check-in desk when we arrived. 4. Whether there is any record of our attendance or attempted check-in. 5. Who was responsible for assisting passengers at the check-in desk at that time. 6. Why we were told to leave our bags and get onto the flight. 7. Why we were told to contact SunExpress ourselves rather than being given practical assistance at the airport. I have been booking holidays with TUI for approximately 20 years, including with the company before it became TUI, and this was an extremely stressful experience for my family. We made every effort to get to Dalaman Airport after our daughter became unwell, including taking a taxi so that we could reach the airport in sufficient time, yet when we arrived we could not obtain the assistance we needed. I am not trying to avoid responsibility for the fact that we ultimately missed the flight. I am asking SunExpress to properly investigate the circumstances at Dalaman Airport and, in particular, the lack of staff and assistance available to us when we arrived. Please treat this as a formal complaint and provide me with a full written response. I would also ask that you confirm whether the relevant CCTV footage and check-in/staffing records can be reviewed and preserved as part of your investigation. I look forward to hearing from you.
- Dalaman-Birmingham
- Economy
- Claim escalated to airline
Amie B
Verified | Aug 25, 2026London-Antalya
Economy
Successful claim
Eldest son has ADHD/autism Youngest sons birthday presents in there Me and both sons aged 11/7 have had to rebuy everything needed whilst here Caused eldest son distress didnβt leave room first day Awful stress caused 1 grey suitcase missing, no cash allowance or support provided, case checked in with 3 other cases from our family
- London-Antalya
- Economy
- Successful claim
Elisabeth R
Verified | Aug 24, 2026Stockholm-Antalya
Economy
I travel from sas gardemoen sk1488 to stockholm and sun express airlines xq579 Stockholm to antalya. I travel with 3 more people and they missing their luggage also and repported. We live at kleopatre miray hotel.
- Stockholm-Antalya
- Economy
Isabel C
Verified | Aug 22, 2026Antalya-Dublin
Economy
Delayed flight with no communication like water or snacks handed out by sun express or compensation throughout the flight
Our flight was delayed for 6.5 hours. During this time SunExpress did not communicate with us or inform us of the reason our flight was delayed. We were never offered any refreshments, water or snacks during the time waiting or even on the planeOverall
No compensation or food or water given out throughout the delayed flight, we were never told why our flight was being continuously delayed 
Genuinely nothing worst flight experience of my life
- Antalya-Dublin
- Economy
- Desired solution
Refund
Jennifer K
Verified | Aug 18, 2026Manchester-Antalya
Economy
We Arrived on Saturday15th and stood waoting for 2 hours at the carousel for our baggage and still nobody told us they were left in manchester we then went to lost and found to fill in a form and we we sent on our way with a ..we have no idea when you will get your cases, no vouchers given. No information given. and received our 4 cases on tuesday 18th , travelling with 2 adults, 1 autistic 18 year old and a 12 year old girl. We had nothing atall with us for all that time, I am on the larger side so really struggled to find even underwear and a swim outfit, no toiletries, no suncream. No medication, no chargers for phone,no things for my children, no toiletries nothing, we had no clue how long cases would take to arrive. No communication atall I kept trying to make contact I spent first few days in tears with my child also extreamly distressed and upset it has ruined our trip up to now. We bought alot of things before we were aware we had to keep reciepts
- Manchester-Antalya
- Economy
Joana J
Verified | Aug 18, 2026Izmir-Antalya
Economy
Claim escalated to airline
We had a flight from Lisbon to Izmir who departuded late from Lisbon and get got to Izmir late and didnβt let us go in
- Izmir-Antalya
- Economy
- Claim escalated to airline
Sophia L
Verified | Aug 17, 2026Birmingham-Antalya
Economy
Claim escalated to airline
Due to massive un preparation and shortage staff. In experience staff. I was the last person and was passed from one staff to another. Then 4 minutes was left and I was told my evisa does not meet the same share code as home office documents does. I was denied to get boarding and any assurance for reimbursement or rebooking me on to another flight. I had to pay for another flight. Another evisa. Food. Taxi fare phone calls. Mental health was the worse. It had made me feel suicidal and everything my counselling had done. Had been undone by thus awful experience and horrible staff experience. The shortage and inexperienced staff had caused this chaos that had left me 4 minutes to play with. I should never been denied on boarding and had they put adequate amount off staff. Then thus situation outcome would have been different. I expect flight company to take full responsibility and do the right thing fully compensate me for mental health and financial loss they have caused.
- Birmingham-Antalya
- Economy
- Claim escalated to airline
Sophia L
Verified | Aug 17, 2026Birmingham-Antalya
Economy
Long ques. Shortage off staff. In experience staff. Not allowing enough on handling situations. Taking 20- 30 minutes with each passenger check in. Refusing to reimburse the flight. Allowing 4 minutes on our turn to do the check and then telling my mum she can board. Disgusting the way they are set up in the Airport. The staff are very unfriendly and and un happy.
- Birmingham-Antalya
- Economy
Ashleigh-Jane B
Verified | Aug 16, 2026Manchester-Antalya
Economy
There is all medication in there for ADHD and mental health. Fluroxetine 60MG Metformin for PCOS 500MG The baby has a milk allergy. 2 tins of her milk is in there Bottles Nappies Wipes Dummies Comforter Valuables necklaces 2 x Hugo boss watches And many more. Not having the medication is really going to affect me Iβve had panic attacks all day I have survere mental health and I am on PIP for it. My little girl has autism, and ADHD and her medication is in there too. She is also on PIP for this.
- Manchester-Antalya
- Economy
Mohammed A
Verified | Aug 15, 2026Manchester-Antalya
Economy
Claim escalated to airline
Technical problems
I was booked on SunExpress flight XQ595 from Manchester (MAN) to Antalya (AYT) on 15 August 2026, originally scheduled to depart at 18:25 and arrive in Antalya at 00:55 on 16 August. On the day of travel, I received a message from SunExpress informing me that the flight was delayed due to βoperational reasonsβ and that the expected departure time had changed to 20:00. This disruption was particularly concerning because I had an onward flight, PC4121 from Antalya to Istanbul (SAW), scheduled to depart at 03:35. My booking required a self-transfer in Antalya, including collecting my checked baggage, going through security and checking in my baggage again for the onward flight. The delay significantly reduced the time available to complete this transfer and caused substantial disruption and uncertainty to my journey. I am requesting that SunExpress assess my claim for any compensation and/or reimbursement to which I am entitled under the applicable passenger-rights regulations. I can provide the delay notification, booking confirmation, boarding passes and any other supporting documentation required.- Manchester-Antalya
- Economy
- Claim escalated to airline
Gemma S
Verified | Aug 14, 2026Birmingham-Antalya
Economy
Yes it caused me extra expense I had to hit sun creams , clothes for myself toiletries for my children it was just a whole inconvenience I was not told at the airport my case had not arrived we had to wait around hours to get it sorted which also made us miss our private transfer to our hotel we then had to wait around longer while this was sorted and I had 2 young children with me one which has additional needs and a disability I finally recieved my luggage one Monday the 10th August on the evening, the airline provided no information or cash at the time of this happening the last time I seen my luggage was when I checked in at Birmingham airport I filed a report at Antalya airport
- Birmingham-Antalya
- Economy
Lee A
Verified | Aug 12, 2026Birmingham-Dalaman
Economy
We payed cash on the markets around the shopping strip and never got any receipt with most items purchased. We had to buy all new clothes and was over there for a wedding so had to get new wedding outfits also Then I got charged at dalaman airport on the way back for being over weight with the extra clothes Β£70 And we couldnβt do anything as spent our spending money on new clothes while we was there We filed a our We
- Birmingham-Dalaman
- Economy
Shahid Suleman A
Verified | Aug 12, 2026Manchester-Antalya
Economy
All my clothes are lost i now have to buy clothes for my trip including pajamas and swimwear and i have to luggage to carry my items
- Manchester-Antalya
- Economy
Osman M
Verified | Aug 8, 2026London-Antalya
Economy
Successful claim
Kids clothing by bought as necessity form market stalls, laundry services to wash minimal clothing to hand, multiple trips for additional sanitary products for feminine hygiene and children nappies/ food supplies, luggage received on 06/08/2025 afternoon, airline provided no cash allowance, last time luggage seen was at London Stansted.
- London-Antalya
- Economy
- Successful claim
James C
Verified | Aug 6, 2026Birmingham-Dalaman
Economy
Not having 2 out of 6 suitcases was a shocker for the start of the holiday Not to mention the stress of waiting an hour longer than everyone else to not get a suitcase at the end ruined the day
- Birmingham-Dalaman
- Economy
Kim N
Verified | Jul 30, 2026Manchester-Dalaman
Economy
Just worried my case had a whole in it, after landing at Dalaman airport on Friday 17th July 2026 I struggled to push it through the airtime with 3 wheels.
- Manchester-Dalaman
- Economy
Iqra K
Verified | Jul 24, 2026Manchester-Antalya
Economy
Unfortunately, I do not have photographs or receipts to provide as proof of the purchases I made while my luggage was delayed. This is because I paid for the items in cash. I generally avoid using my bank card abroad due to additional charges and prefer to carry cash, as I feel this is safer and more convenient. While purchasing essential items in Turkey, I paid in cash and was not provided with receipts, which is common in many local shops. Based on my best estimate I spent approximately Β£300 replacing the essential items I needed while waiting for my luggage to be returned. I would be extremely disappointed if my claim was rejected solely because I am unable to provide receipts. At the time, my priority was to purchase the necessities I urgently needed, rather than to collect and keep evidence of every transaction. The delay caused significant stress and inconvenience during a time when I should have been able to enjoy my holiday. I respectfully ask that you take these circumstances into consideration when assessing my claim and reimbursement. The amount provided is an honest and reasonable estimate of the expenses I incurred as a direct result of the baggage delay, and I hope you will assess my claim fairly and in good faith.
- Manchester-Antalya
- Economy
These complaints are the subjective opinion of AirAdvisor members and not of AirAdvisor International Inc. We will try to monitor complaints for compliance (as feasible).
Flight delays, cancellations, baggage mishandling . . . plenty of things can go wrong during your SunExpress flight. Fortunately, the airline provides a number of ways for you to reach them. So, whether you need help with a rebooking or you just want to voice your concern about an in-flight experience, you can find all the SunExpress contact information here in this handy guide.
SunExpress Customer Service Phone Numbers
As any traveller knows, contacting SunExpress by phone can mean very long wait times, particularly during widespread disruptions and peak travel seasons. To make the most of your call, consider getting your travel information ready beforehand.
Organising your booking receipts, flight numbers, and details about your situation will help make your call faster and more efficient.
Country | SunExpress Phone Number |
Main Customer Service UK | +44 2081579797 (Fees may apply) |
Customer Service in the EU | +31 97010269797 |
Outside the EU & UK | +90 232 444 0 797 |
Customer Service in Turkiye | 444 0 797 |
+90 232 444 0797 |
Contact SunExpress on Social Media
You can get through to a SunExpress agent more quickly by sending them a direct message on the following social media platforms, but be careful about responding to unsolicited messages. Scammers are everywhere, and lately, they have been targeting airline passengers who have posted complaints to social media. So, be sure you are speaking to a real SunExpress agent, and avoid posting sensitive information about your situation.
You can contact SunExpress on:
- Facebook: https://www.facebook.com/SunExpress
- Instagram: https://www.instagram.com/sunexpress/
- X/Twitter: https://x.com/SunExpress
SunExpress Customer Service Contact Form
If you’ve had a SunExpress flight delay, cancellation or baggage mishandling issue, the best way to request assistance is through the Contact Form available on the official website. The airline does not provide a public email address, but you can add as many details as you’d like about your experience and upload supporting documentation in their contact form.
You can also provide feedback about your flight as well as complaints for other issues including poor customer service, fees, in-flight amenities, or any other matter that concerns you.
How to Get a Favourable Response from SunExpress
- Provide plenty of information about your experience, including all the relevant details of your flight.
- Be persistent and patient. This is especially important if you are seeking help with flight disruptions or baggage mishandling.
- Upload documents like copies of conversations with airline representatives, photos, booking receipts, etc.. The more information you provide, the better.
- Be professional and polite. Try to remember that the customer service agent is doing everything they can to assist you.
AirAdvisor Can Help!
If you don’t get a response, or if you don’t want to file a complaint on your own, let AirAdvisor help you! Our airline compensation experts are here to assist you as we have for over 830,000 passenger claims so far. Save some time and have a better chance of compensation by starting your claim with AirAdvisor today!
Author:
Joanna TeljeurJob/Position: Senior Editor & Content Lead
Joanna Teljeur is a senior editor and writer with 15+ years of experience in editorial leadership, journalism, and content development, specialising in consumer rights, aviation law, and public-interest reporting. Her work focuses on transforming complex regulatory and legal topics into clear, accurate, and accessible content for international audiences.
SunExpress customer support contact details
Website:
www.sunexpress.com
Phone
+44 2081579797
Mailing Address
SunExpress Corporate Headquarters GΓΌneΕ Ekspres HavacΔ±lΔ±k A.Ε. YenigΓΆl District, Nergiz Sokak (Nergiz St.) No. 84, PK (P.O. Box) MuratpaΕa / Antalya 07230 TΓΌrkiye (Turkey)
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