Frequently asked questions
Is there a call-centre?
Questions about on-line bookings are dealt with at our call centre on 0871-529 52 92 (0,10GBP/Min). Please do not hesitate to call when something is not clear.
Where can I make an advance seat booking?
Seats are allocated when you check in. However, you can reserve a seat in advance at a charge of € 20,- per person. Please contact travelcenter@sunexpress.com
Will I receive confirmation of my booking?
First of all you will receive confirmation of travel dates for your flight ticket when you book on-line. Then you will receive an e-mail at the address you registered with. You do not have to reply to this e-mail.
Where can I confirm my flights one more time?
If you have booked a package tour with a tour operator then you should contact their local representatives (check the stamp on your ticket) If you booked your flight only directly via SunExpress then contact our call centre on 0871-529 52 92 (0,10GBP/Min)
Who is SunExpress?
SunExpress is a subsidiary of Thomas Cook and Turkish Airlines which specializes in flights to Istanbul and to two of the most beautiful holiday resorts on the Mediterranean coast: the Turkish Riviera and the Aegean. For the past 15 years SunExpress has been a reliable partner of German tour operators and has become well established in nearly all the Turkey travel programmes.
Which aircraft does SunExpress use?
Our fleet, which consists of 9 Boeing 737 -800 and one Boeing 757 - 200 , belongs to the youngest fleet of aircrafts worldwide. In the winter of 2000 we changed to four new Boeing 737-800s and during the previous winter we acquired four more brand new aircrafts of the same type and added an additional Boeing 737-800 in April 2005 to our fleet. In July 2005 we expanded our capacity again with a Boing 757 - 200.
Who is responsible for security on the web?
Money transactions on the web take place via the secure SSL server. You are further protected by German law.
How are my personal details protected?
We process personal data acquired during booking in line with German legal requirements. Our policy for the protection of personal data is governed by the guidelines for data protection. When you visit our website our web server saves, as standard procedure, the IP address of your service provider, the web page you visited us from, additional web pages you visit as well as the date and the length of your visit. Furthermore personal data is only then saved when provided by you, for example when you register, or complete a questionnaire or make a contract booking to buy a flight ticket. We do not forward your personal details to third parties.
Is there an insurance to cover me if I am unable to fly?
You can take out cover with our partners Elvia travel insurance. You can get more information under ˜service" on this home page. Otherwise conditions of carriage are in force.
Where can I book groups of 10 and more?
Contact the SunExpress group travel department on fax: +49 (0) 6107-9397293
Are CD players and CD-Rom drives allowed on board?
The recently changed LuftEBV decree acts as the legal basis. During take-off and landing all electronic devices must be switched off. On reaching cruising altitude the following may be used: laptops with CD ROM/DVD drives, Walkman, MP3 players, CD players, mini-disc players, gameboys, video camcorders. Forbidden are: cellular phones, radios, transmitting devices, cordless mouse, mini-disc recorders with recording facilities and printers.
I want to take my pet. Who should I contact?
Import licences, border control papers, health certificates, inoculation papers and customs regulations abroad must be met by the passenger. Pets must travel in the cabin accompanied by the passenger. Please call our hot-line 0180-595959-0. Alternatively access our homepage and click on service for more information.
Can I bring my bicycle with me?
We will gladly carry your bicycle. Please advise us in advance. Charges and conditions of carriage can be found on this homepage under service.
What are the conditions of carriage for surfing equipment?
We will gladly carry your surfing equipment. For charges and conditions of carriage see our homepage and click on service.
Until when can expectant mothers fly safely?
We will carry expectant mothers up to the 35th week (4 weeks before the due date) without a doctor`s certificate. Beyond these dates a transportation is not possible.
What are the conditions for carrying an infant?
Infants under 2 pay 10% of the full price but are not entitled to a seat.
How much baggage can I take with me?
In line with the free baggage allowance SunExpress allows 20kg per passenger plus one piece of hand baggage. Infants are also entitled to 10kg baggage allowance. For additional baggage there is an excess baggage charge of € 16,- per kilo (€ 8,- per kilo one-way flights).
What should I do if I find my checked baggage is damaged on arrival?
In the event of damaged baggage it is important that you contact staff at baggage reclaim in the airport of your arrival. If you first become aware of the damage when you arrive home you should report this in writing immediately. Contact our call center for our customer care address. Alternatively send an e-mail to customer3@sunexpress.com It is important to report the damage in writing immediately as this acts as proof that SunExpress caused the damage. By law the passenger has 7 days within which to report the damage incurred during an international flight.Liability expires after this time. Should you fail to report any damage immediately but still within the legal time frame the burden of proof is on you to show the damage was actually incurred by SunExpress. Please read the conditions of carriage, a copy of which can be found in the envelope containing your ticket.
Who is liable for damage to checked baggage?
Liability is regulated for all airlines and depends on where the outbound journey commenced and ended. Depending on the international convention signed, liability varies from country to country.
