Frequently Asked Questions

Is there a SunExpress Service Center? Where can I get a seat assignment? Here you’ll find answers to some of the most frequently asked questions concerning bookings

Our Call Center staff is reachable 24/7 for questions concerning bookings of international flights as well as within Turkey. Just give us a call, we’re there for you at any time.

SunExpress uses a system based on electronic tickets. After completing an online booking, you receive a booking confirmation by e-mail which you can then use to pick up your boarding pass directly at the airport check-in counter.

Here you can find more information about the reservation of normal and particular comfortable seats.

When you make an online booking, you receive a confirmation with all the data required for your ticket. Later, you will receive another e-mail, sent to the e-mail address you used to register yourself when booking. You do not need to respond to this e-mail.

Please reconfirm your flight contacting our call center.

SunExpress was founded in October 1989 as the subsidiary company of Turkish Airlines and Lufthansa. Today, SunExpress carries more than seven million passengers and is one of the leading airlines in the traffic between Germany and Turkey. During the summer season (2012) SunExpress provides nonstop connections with over 1000 weekly flights between Europe and Turkey, Germany and Egypt and within Turkey. More

SunExpress has one of the most modern fleets in Europe, currently operating with a full-commonality fleet of 48 Boeing aircraft with a total capacity of 8.572 seats.  More

Your payments on the internet are processed by means of secured SSL technology using specially certified servers. The closed padlock symbol in the bottom right-hand corner of your browser indicates that you’re on a secure server.

We apply international legal requirements when handling all personal data that are generated by the reservation process. Our data protection policy is in line with currently applicable working guidelines concerning data protection. When you visit us on the Internet, our web servers routinely store the IP address of your service provider, the website from which you visit our site, the web pages you visit on our site as well as the date and the duration of your visit. SunExpress uses cookies to keep track of visitors’ preferences and to be able to design web pages optimally. Beyond that, personal data are only stored when you indicate these voluntarily, such as in the context of a registration, survey or prize drawing or to conclude a contract (e.g. for air travel). We do not pass our customers’ personal data on to third parties.

Contact the Group Travel Department at SunExpress directly by using our group form.

The use of electronic devices aboard aircraft is regulated by international rules. According to these rules, no electronic devices may be operated during takeoff and landing. During the cruising phase of a flight, the following devices may be used: notebook computers, CD players, MiniDisc players, Gameboys, video-camcorders. The use of the following devices is not allowed during any phase of a flight: mobile telephones, radio equipment, remote-control devices, wireless mice, MiniDisc recorders in record mode, printers, CD-ROM-writing drives.

In all cases, travelers must procure the required import documents, health certificates issued by official veterinarians, inoculations, duty regulations, etc. themselves. Animals must be accompanied by a passenger on the same aircraft. Please contact our Service Center 3 working days prior to departure if you would like travel with your pet.

Carriage of animals

We are pleased to transport your bicycle. Please let us know minimum 3 working days in advance that you’ll be traveling with a bicycle. For rates and conditions of transport, please contact our Service Center and get your information here.

If you would like to take along your surfing or windsurfing equipment, please register these items with our travel center minimum 3 working days in advance before depature. For rates and conditions of transport, please get your information here.

SunExpress carries pregnant women up the 35th week of pregnancy. No special medical attestation is necessary. At any later point, travel with SunExpress is not possible.

On international flights infants up to 2 full years of age pay a blanket amount of € 15,99. On inner Turkish flights an airfare of 25 TL is charged for each infant up to two full years of age. However, these passengers do not have a right to their own seat.


On international flights

 

At international flights, SunExpress carries 20 kg to 30 of baggage per passenger in addition to one carry-on item (55 x 40 x 20 cm) weighing up to 6 kg maximum as a free baggage allowance depending on the route. 


Destination

Free Baggage *

Tunisia, Turkish Republic of Northern Cyprus, Greece, Tenerife, Fuerteventura Egypt

20 kg

Antalya, Alanya, Bodrum, Dalaman

20 kg

All other destinations in Turkey

30 kg


* On international flights the free-baggage allowance is 10kg for children under 2 years.

For all additional pieces of baggage an excess baggage rate of 10.- Euro per kg per way is charged.


On domestic flights

The baggage allowance per adult and children on flights within Turkey is 15 kg.  Infants do not have baggage allowance. An excess baggage fee of 6.- TL/kg for all other domestic routes is charged per flight.


More


Should your suitcase be damaged upon arrival, please report this immediately to the ground handling services office (lost & found office) at the  arrival hall An official report (Property Irregularity Report) must be completed.

To provide the quickest service, we have a an agreement with the company “Dolfi 1920 GmbH.” Your suitcase will be picked up by “Dolfi” and will be repaired, or replaced, if necessary.

Please click here to contact “Dolfi 1920”.

Attention: Please note that the service stated below is only offered for passengers located in Germany, Austria, Poland, Czech Republic and Belgium.

For further questions and requests regarding damaged baggage, please contact us by clicking here.


*IMPORTANT NOTE:

Please be advised that SunExpress is not liable for damaged baggage and its content in the following cases:

  • Over-sized or over-packed heavy weight baggage

  • Inadequate packing of baggage

  • Baggage marked with limited release tags

  • Scratches and dents

  • Baggage that gets stained during the transport

  • Leaving arrival area before you have completed official report (Property Irregularity Report)

  • Baggage which are not registered on the owner

  • Baggage without bag tags

  • Stolen contents (in this case please contact the local police office)

  • Damaged and lost valuable contents (detailed information you will find in our terms & conditions)

Further detailed information may be found in our terms&conditions.

Should your suitcase be lost, please report this immediately to the ground handling services office (lost & found office) at the arrival hall so that an official report (Property Irregularity Report) can be completed.

Please be assured that we will put forth every effort to locate your suitcase as quickly as possible.


A search for your suitcase will be performed for 45 days by means of a worldwide baggage tracing system which many airlines use.  You may check the current status of your suitcase by contacting our lost&found office and providing the reference number (e.g. FRAXQ1018) on your report.


If your suitcase is not delivered within the 45 day period, we kindly ask you to submit the following documents and information to either one of our addresses shown below:

1.         Property Irregularity Report (original)

2.         Flight tickets with all baggage tags (original)

3.         A detailed list of the contents of the suitcase including prices of the items and their date of purchase.

4.         If available, the sales receipts of the damaged property.

5.         Bank details (name of bank, branch name, account holder, account number, type of currency (€, TL, USD) SWIFT Code and IBAN number.

6.         Your E-mail address


SunExpress SunExpress Sales Team Europe
Güneş Ekspress Havacılık A.Ş. De-Saint-Exupéry-Straße 10
9 Eylül Mh. Akçay Cad. No: 273

D - 60549 Frankfurt
Gaziemir - İzmir TR 35410



For further questions and requests regarding lost baggage, please contact us by clicking here.