SunExpress Airlines Reviews 5,386

Booking online was easy

I regret choosing this airline.

When purchasing my ticket, I paid for cabin baggage and a personal item. I followed all size requirements precisely, down to the millimeter. However, during boarding, I was the ONLY passenger stopped and asked to have my suitcase weighed. Due to a slight overweight, a staff member demanded an additional payment of €80. (These are the rules, and although the situation was unpleasant, I understand that I had no other choice.)

The staff member spoke to me in a rude manner and seemed visibly pleased about the situation. All three staff members addressed me in a raised tone, even though I did not resist paying and remained calm throughout the interaction.

As a result, I was forced to check in my brand new suitcase. Upon arrival, I received it with a crack and a large number of scratches.

I contacted customer support twice, and both times my claim was rejected.

If you have the option, choose a more expensive airline — at least the staff there treat passengers with respect.

All the best.

Think they are budget bit brilliant, staff wonderful, big thumbs up for me

It is 4 kg Baggage only included in price. And we informed only when did online check in. And it is very expensive if compare with different air companies

really simple and straightforward to book

I would give zero stars but this isn't an option! The flight was cancelled by TUI but I had paid for extra legroom seats which had to be done direct with Sun Express. Initial contact was good but since I have submit all the necessary evidence that I had booked and paid for extra legroom seats (which I should not have needed to since their own records showed this!), I have had no responses to my several emails requesting my refund. Disgraceful. I will not give up until I receive this

URGENT WARNING – FLIGHT REBOOKING SCAM

If you are trying to book or amend a flight, please read this carefully.

My wife’s flight to Turkey was recently cancelled. She was instructed to call a UK customer service number to rearrange her travel (020 8157 9797). She spoke to an agent, who then transferred her to another “representative” to complete the rebooking.

That second person was a scammer.

During the call, three separate payments were taken, totalling £1,700.

This was not a random cold call. This happened after contacting what we believed to be a legitimate customer service channel and being transferred internally. That is extremely concerning. At best, there is a serious failure in their systems. At worst, something far more troubling is going on.

Do not assume that being transferred on a call means you are still speaking to a legitimate agent.

Protect yourself:

Do not make payments over the phone unless you are absolutely certain who you are speaking to
Hang up and call back using the official number listed on the airline’s website
Question any transfer or request for payment

We are now dealing with our credit card provider to try to recover £1,700.

Please take this seriously and stay vigilant.

Very disappointing experience with SunExpress. On a five-hour flight, the lack of a seat pocket was surprisingly irritating and made the journey less comfortable.

The biggest issue was the misleading baggage policy. The website suggests free luggage when travelling with a baby, but only in the fine print does it exclude certain fare types—something not made clear during booking. We were forced to pay a large, unexpected fee at check-in on our return flight. We weren't the only ones, a significant proportion of the flight were forced to pay unexpected fees relating to luggage - strongly suggesting t&c's on booking are misleading

Check-in staff were rude, patronising, and couldn’t provide a receipt for the payment. Overall, a frustrating experience—I won’t be flying with them again.

We had a return flight booked to Turkey and they cancelled our return flight. The time difference to the next flight was 10 minutes less than the compulsory refund so they refused to refund my flight leaving me significantly out of pocket. When I then did the outbound leg the check in process was horrendous….the flight itself was very good.

Was unable to check-in online, after three attempts, and was charged £5 each to get our boarding cards and then was charged £60 each for our bags, even though they complied with the booking (ie they fitted under the seat in front) a total of £130 - and to make matters worse the person on check-in didn’t return my credit card. Requested a refund, had a case number only to told case number didn’t exist when I tried to check the progress, even though I used the link off their confirmation email and the case number I was given. NEVER AGAIN will I travel with this company

I didn't have any problems booking. I was well impressed by the flight. So much leg room and overhead storage. The staff were really friendly on the plane. Oue luggage came straight away on the belt. So no complaints. So much better than Easyjet and Jet2.

I have been booking with SunExpress for years. Never had a problem until a few days ago.
When booking a flight, the money was taken from my account but I did not receive a booking number. A real employee in the chat assured me that the money would then be refunded to my account. I also emailed SunExpress, and two days later a lady called me by phone and confirmed that if no TXN number is known to them, the booking did not go through and the money would be refunded. Which also happened, 4 days later it was back in my account. Booked again today and this time no problems with booking. Thank you very much top team of SunExpress for reassuring me!

The booking process is laborious and baggage allowance very confusing sun value being the only choice really.

Best budget airline I’ve used all crew pleasant and helpful Will use them again.

Return flight from Antalya to Bristol ran smooth and on time. Online check in was no issue although no option to download boarding card to Apple wallet. Baggage check in went smooth and flight ran as expected. Staff were friendly and helpful. Can’t say I’ve experienced any of the issues that others have reported

I have travelled with sunexpress on 5 occasions and never had any problems.

ILLEGAL REFUSAL OF DUTY OF CARE – Stranded a family for 33 hours!
Review: SunExpress is an airline that clearly believes it is above the law. Following a schedule change on a connected booking (PNR: YG33**, my family and I (including two young children) were forced into a 33-hour layover in Izmir.
Despite calling their customer service in Turkey FOUR TIMES to request assistance, I was repeatedly told to "call my agent" and denied any help. Upon landing, no hotel vouchers, transport, or meal assistance were provided. For the safety of my children, I was forced to "self-assist" and pay 23,416.47 TL for a hotel, taxis, and food.
Now that I am back in the UK, SunExpress is REFUSING to reimburse these mandatory "Duty of Care" expenses. They are repeatedly citing the "14-day notice rule," which they know very well only applies to Article 7 Compensation. Under UK261 and SHY-YOLCU (Article 9), the Right to Care is an absolute and unconditional obligation regardless of when the schedule change happened.
This airline is intentionally misleading passengers about their statutory rights to avoid paying for the hotels they are legally required to provide. Their systems are a shambles I was flagged at multiple airports for a "£0.00 outstanding payment" that didn't exist, causing further stress and delays.
WARNING TO PASSENGERS: If SunExpress breaks your connection, do not expect them to follow the law or help your family. They will leave you stranded and then lie to your face to keep your money. I am now forced to escalate this to AviationADR and the CAA to get my money back.
Avoid this airline if you value your rights or your sanity.

to be quite frank I am very disappointed with your lack of taking responsibility when in fact it was the Sun Express Air line that damage and destroyed my suitcase on my trip back from Turkey on the 29 March 2026. If thee were warning or notification advising me to check my suitcase before leaving the Airport then I would not have waited until I left the Airport before checking my belongings at the Baggage irregularity desk.

I did not realise until I was actually on the train home that I notice the damage so when i got home I submitted an insurance form from the Sun Express site. Only to get a rejection letter informing that I needed a verification report. So that being established I tried for several days to speak to a Sun Express representative with out any success. So I decided to take the empty damage suitcase to the Airport to obtain the verification report as requested by Sun Express. When I arrived at the Airport I when to the Customer Service help desk to Ask to liaise with a Sun Express operative. The situation was explained over the telephone and the Customer Service advise me that Sun Express could not complete the verfication report as this must be completed to support any claim for damage.

The Customer Service advised me to proceed to the telephone enquiry line in Zone A area and advise the operative that i was on the way. When I got to the telephone I called through for at least 20-30 minutes before anyone answered the telephone. When this man answered the telephone is was so rude. I explain the situation to him and he refuse to assist. I then ask him if I could complete the irregularity baggage form. He then said it was completed on line now and that all damage must be identified a a report made prior to leaving the Airport. I asked him for a copy of the form he stated it was an on line form and know I could not get access to it. Him being so rude and unprofessional I requested his name and her mutter (Ali). Then asked him there was a supervisor on site this afternoon. He then informed me that I could find a supervisor in Zone A so I when to that zone only to find out that he was misadvising me. Because there was no supervisor walking the floor area in the Zone A area . I asked another Airport staff member for a Sun Express desk and they pointed me to the desk.

When I got to the Sun Express desk I explained the situation and she called through to the Sun Express and got a form brought down for me to take away and complete. My argument is that If I know I had to report any such damage before leaving the baggage area.

Please note that i have sent the Customs and Excise clearance form back to you as you have advise me to complete this form and return it to you.

I rarely leave reviews, but I feel this experience should be shared.

I booked flights with SunExpress through Booking.com for travel to Turkey, where my partner is due to undergo important dental treatment. Shortly before travel, my grandmother was placed on end-of-life cancer care. I contacted SunExpress in the hope that, given the circumstances, there may be some compassionate support to move the dates.

I was not asking for a free flight or refund. I simply wanted to explore reasonable options during a family crisis.

The response was extremely disappointing. I was quoted a very large additional fee to change the flights, no flexibility was offered, no goodwill gesture considered, and the overall approach felt entirely policy-driven with little empathy for the situation.

I understand companies have terms and conditions. But customer service is tested when real-life circumstances happen, not when everything goes smoothly.

For me, this was a poor customer experience and not the level of care I would expect from an airline handling customers during difficult personal situations.

Others may wish to consider this when choosing who to travel with.

Instructions to check baggage etc could be better explained.