Frequently Asked Questions (FAQ)
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
Is there a SunExpress Service Center?
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.
Where do I get my ticket when I book online?
SunExpress uses a system based on electronic tickets. After completing an online booking, you receive a booking confirmation by e-mail or fax which you can then use to pick up your boarding pass directly at the airport check-in counter.
Where can I get a seat assignment?
Ordinarily, seats are assigned at check-in. However, advance seat assignments are possible against payment of a fee of €20.- per seat (for one-way flights the fee is €10.- per seat). Advance seat assignments are free of charge for handicapped passengers and one person accompanying them (presentation of handicapped person’s ID is required). Advanced seat assignments are possible for all passengers up to 3 working days prior to departure.
More about seat reaservation
Do I receive a confirmation of my booking?
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.
Where can I reconfirm my flights?
Please reconfirm your flight contacting our call center.
Who is SunExpress?
SunExpress was founded in October 1989 as a subsidiary company of Lufthansa and Turkish Airlines. Today, SunExpress is the market leader for charter flights between Germany and Turkey. By launching scheduled flights as well in 2001, SunExpress became the first privately-owned airline to operate international services from Turkey. With flights from Antalya, Izmir and Istanbul Sabiha Gökçen, currently, SunExpress flies to more airports in Turkey than any other privately-owned carrier.
What type of aircraft does SunExpress operate?
Our fleet is one of the most modern in Europe and comprises 25 aircraft: 22 Boeing 737-800s and 3 Boeing 757-200s.
What level of security applies to bookings on the Internet?
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.
Which degree of protection is applied to my personal data?
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.
Where can I book groups trips for more than ten people?
Contact the Group Travel Department at SunExpress directly by using our group form.
Is the use of CD players and CD-ROM drives allowed aboard aircraft?
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.
I would like to travel with my pet. Whom should I speak to?
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 travel center 3 working days prior to departure if you would like travel with your pet.
Can I take a bicycle on my trip?
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 in the section "Baggage".
What are the rates for carriage of surfing and windsurfing equipment?
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 in the section Baggage.
Up to which month is flying not a concern for pregnant women?
SunExpress carries pregnant women up the 35th week of pregnancy (i.e. up to four weeks before the expected birth). No special medical attestation is necessary. At any later point, travel with SunExpress is not possible.
What are the conditions of travel for infants?
On international flights infants up to 2 full years of age pay 10% of full fares. On inner turkish flights an airfare of 15 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.
How much baggage can I take?
On international flights
In the framework of the free baggage allowance, SunExpress carries 20 kg of baggage per passenger. Infants under 2 years of age have a free baggage allowance of 10 kg. For additional baggage the excess baggage rate of €20.- per kg (€ 10.- per kg/one-way) is charged.
On domestic flights in Turkey
Due to restrictions on the free baggage allowance, each passenger may take a maximum of 15 kg of baggage, including carry-on luggage. A charge of 6 TL per kg is applied to all additional baggage (outbound flight only).
What do I do if my suitcase is damaged?
Should your suitcase be damaged upon arrival, please report this immediately to the ground handling services office (lost & found office) at the airport so that an official report (Property Irregularity Report) can be completed.
To provide the quickest service possible, we have a service 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 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
Further detailed information may be found in our terms&conditions.
What do I do if my suitcase has been lost?
Should your suitcase be lost, please report this immediately to the ground handling services office (lost & found office) at the airport 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:
- Property Irregularity Report (original)
- Flight tickets with all baggage tags (original)
- A detailed list of the contents of the suitcase including prices of the items and their date of purchase.
- If available, the sales receipts of the damaged property.
- Bank details (name of bank, branch name, account holder, account number, type of currency (€, TL, USD) SWIFT Code and IBAN number.
- Your E-mail address
SunExpress or SunExpress Sales Team
Mehmetçik Mahallesi Aspendos Bulvarı Am Grünen Weg 1-3
Aspendos İş Merkezi No: 63/1-2 D - 65451 Kelsterbach
P.O.BOX: 28
TR – 07300 Antalya
For further questions and requests regarding lost baggage, please contact us by clicking here.
What is the airline’s liability for checked baggage?
Liability is regulated by law for all airlines. Generally, it depends on point of origin and destination of your journey. Such liability can differ significantly, depending on what international treaties the countries of origin and destination have signed and what national laws are in effect.
More about terms and conditions
What are the options for payment?
Liability is regulated by law for all airlines. Generally, it depends on the points of origin and destination of your journey. Such liability can differ significantly, depending on what international treaties the countries of origin and destination have signed and what national laws are in effect.