Loyalty Program Terms & Conditions
LOYALTY PROGRAM T&C
SunExpress your benefits is the name of the loyalty program offered by Güneş Ekspres Havacılık A.Ş. It has been designed by SunExpress to reward their loyal passengers.
SunExpress is the only authority and organizer of the Program, designed to reward its participants, i.e., SunExpress’s most loyal customers, with a wide range of promotional offers, as a token of appreciation for their loyalty and trust in the brand. SunExpress reserves the right to include other airlines and/or service provider companies in the Program (such as hotel, car rental companies, online stores, etc.) and allow earning/redeeming Points through the services provided by such companies.
In this statement of General Terms and Conditions statement, specific conditions are outlined for earning and redeeming points. SunExpress reserves the right to modify these General Terms and Conditions at any time without any notice or liability. By applying for membership in the Program, customers, without prejudice to any existing and future agreements with SunExpress, enter into a contractual agreement with SunExpress as defined in these General Terms and Conditions and any subsequent additions and/or amendments thereto.
Starting from June 3rd, 2024, a new method of earning Points on SunExpress flights and additional services will be introduced. For every 1 € spent, airline customers will earn 1 Point. This new system replaces the existing accumulation scheme of “Fly 10 times and get 1 free” and Point collection through booking extras such as seat reservations or extra baggage. The old application will be terminated on the 3rd of June 2024.
If a passenger has booked a flight before June 3rd 2024 with a flight date after June 3rd 2024, they will accrue Points as per the new accumulation scheme.
If they are a tier member, they will earn additional Points based on their tier.
SunExpress encourages its passengers to explore the exclusive benefits of our new tier structure and Points accumulation method.
Starting June 3rd 2024, redeeming Points will be simpler than ever. No need to worry about accumulating millions of Points to redeem for a flight and still paying taxes on top. Now, Points can be partially redeemed for the total basket value during booking, including taxes, with 1°P = 0.01€.
There are terms and conditions defined for earning your benefits Points for purchases made through SunExpress’s sales channels.
- Program: This refers to the loyalty and recognition program provided by SunExpress Airlines to retain its passengers.
- These terms and conditions outline the set of rules and regulations concerning the a forementioned program and SunExpress reserves the right to amend these rules at any time by communicating these changes through its communication channels.
- Euro is the only currency used for calculating points. If a transaction occurs in another currency, it would be converted into Euro according to the current exchange rate published by the Central Bank of the Republic of Türkiye.
The exchange rate will be applied for calculating accrual rules based on the booking date.
- New Points: This refers to the currency or the unit of measurement used in the Program.
- Member: This term denotes a person who voluntarily participates in the Program by adhering to and accepting the term and conditions of the Program.
- Earning Points by booking flights: Under the SunExpress your benefits program, Points will be credited to a member’s account for flight bookings made through SunExpress’s Business to Customer sales channels and paid for with cash/credit, card/debit, card/others (excluding Points), provided that the member completes the flight. In other words, once SunExpress Airlines registers the flight status as “flown” or “closed”.
- Earning Points by booking travel complements: Under the SunExpress your benefits program, Points will be credited to a member’s accounts for booking SunExpress’s additional products and services paid for with cash/credit, card/debit, card/others (excluding Points). Travel complements that are eligible for earning Points may include seat selection, SunFare bundles, additional baggage or transportation of sport equipment, among others.
- Earning Points by booking flights via tour operator or travel agency: Within the SunExpress your benefits program, members will receive a fixed number of Points credited to their accounts for flight bookings made through a tour operator or travel agency. In this case, the “1 Points per 1€ spent” rule does not apply. However, additional services booked through SunExpress’s sales channels may still qualify the member for regular Points accrual.
- SunExpress your benefits tiers: These are levels achieved through segments flown or the number of transactions with other partners, which may offer additional benefits on all flights or expand the range of existing travel complements.
- Amount paid for accumulation calculation: This refers to the total amount paid by the member in the form of cash/credit, card/debit, card/others (excluding Points). This amount includes taxes, surcharges and the airfare (cost of the air ticket purchased by SunExpress Airlines)
- Membership ID number: This is the personal code assigned to the member by the system. The ID number begins with the initials “XQ” which is followed by a numeric code.
Program registration is open to any individual aged two (2) years and above who permanently resides in a country which the Program is applicable and permitted by law, and who is legally capable, according to their personal status, of becoming a member of the Program. The parental or guardian consent is required for members under 16 years of age and membership is not valid for any form of legal entity or company, including sole trader enterprises. Legal entities groups or associations are not eligible for membership.
Customers who apply for and are approved for the Program (the “Members”) can start utilizing the benefits and the rewards of the Program from the time of Registration. Participation in the Program or any benefits earned hereunder cannot be transferred or assigned to any third party.
As a Program Member, you can earn and redeem Points. Points can be earned through transactions within the Program’s Partner network. The collected points can be used as a form of payment when booking a new flight. More information about the earning and redeeming options can be found in sections 2.8 and 2.13 of these General Terms and Conditions.
A special benefit for families is the option to create a Family Account. The member who creates the Family Account, knownas the “Head”, can invite up to eight (8) Members to join the account. Members will be able to collect Points together and reach their desired benefits faster.
SunExpress your benefits also offer promotions for limited periods, allowing Members to earn more Points. By continuously adding new collaborative program partners, SunExpress continually provides more opportunities for our passengers to earn Points.
2.3 Children’s participation in an account
Children between the ages of two and 16 can only become SunExpress your benefits member with permission from their parent or guardian.
The parent or guardian can create a SunExpress your benefits account for their child only within the framework of a family account by using their e-mail address. By accepting these General Terms & Conditions, the person adding a child under 16 years of age to a family account confirms that they are the custodial parent or legal guardian of the child and have the legal authority to create and manage a SunExpress your benefits account for the child.
When a participating child turns 16, the holder of the Family Account can provide the child’s e-mail address through the portal. The child will then receive an email from SunExpress your benefits to set up their own password and create their own SunExpress your benefits account. If the child has not set up their own account by the age of 18 or if the Head of the Family Account has not provided the child’s email address, the child’s membership and all associated data will be deleted.
2.4 Eligibility for participation
To join the program, customers must register through SunExpress’s website or the SunExpress Mobile App, available on Apple Store and Google Play. To be eligible, customers must create a user profile by providing information such as their full name and a valid email address. Subject to their final acceptance into the Program by SunExpress, membership begins upon completing and submitting the online application form and accepting and acknowledging the SunExpress your benefits General Terms and Conditions, which can only be done online on the SunExpress your benefits website.
After submitting the online registration form and accepting the General Terms and Conditions , customers will receive an activation e-mail. To confirm registration, customers must click on the activation link provided in the e-mail. The customer will then receive a welcome e-mail containing a personal membership number and confirming the approval of the application by SunExpress.
Membership will not be confirmed and Points will not be recognized until the membership form has been processed and the application has been approved by SunExpress. SunExpress has the right to reject any membership application without specifying a reason.
Each membership number is limited to one person and customers cannot have more than one user profile. Joint applications or multiple applications by the same person are not permitted. If a member is found to have actively registered more than once and has multiple accounts, SunExpress will recognize only one account. SunExpress reserves the right to credit or penalize the Points for duplicating accounts.
Participation in the Program is free of charge. There is no time limit for participation.
By accepting these General Terms and Conditions, the Member automatically agrees to receive written information from SunExpress as part of communication regarding the Program and any related services.
2.5 Cancellation of membership
Members may choose to close their account at any time, either online via their Member’s account or by contacting the SunExpress Customer Service Center. All Points and benefits associated with the closed account will be forfeited and membership will be terminated. Points earned may no longer be applicable. Closed accounts cannot be reactivated.
The General Terms and Conditions will continue to apply after cancellation to complete the membership process.
SunExpress may terminate the Program with two weeks’ prior notice without providing a reason.
In cases of fraud investigation, member accounts may be suspended. SunExpress reserves the right to terminate accounts and revoke all points and benefits of the member immediately in cases of proven fraud. SunExpress is entitled to terminate its contractual relationship with a member, may pursue legal action and ask for compensation without prior notification for the for the following reasons, but not limited to:
a) The Member acts contradictory to the rules set by these General Terms and Conditions indicated in the Program’s informative documents,
b) The Member provides substantially false information (e.g., details of flights flown) or takes advantage of the Program illegally,
c) The member aggravates, annoys, or engage in inappropriate behavior such as verbal or physical attacks toward the Program, the SunExpress staff or other passengers and members; disobey the staff instructions or damages the aircraft or crew property.
2.6 Transfer of Flights and Points to new Point currency
Without exception, all Flight counters and Points earned by Members from September 2018 until June 3rd 2024 at SunExpress will be fully transferred to the new SunExpress your benefits program Point currency. Each Domestic flight counter will be converted to 200 Points, each international Flight counter will be converted in 750 Points and 10 legacy Points will be converted to 25 Points. Hence, starting June 3rd 2024, all members will have Points in their account.
All SunExpress your benefits members will receive an email allowing them to re-register with the new Program and informing them about the current status of their free flights and Points.
2.7 Earning Points for completed or closed flights and travel complements
SunExpress your benefits members may earn Points for completed flights under the following circumstances:
- SunExpress your benefits members must provide their membership ID number when booking one or more flight segments operated by SunExpress Airlines through its , mobile app and other SunExpress sales channels.
- Members who book flights via a travel Agency or tour operator also need to provide their membership ID number when booking.
- Members may request retroactive accrual for flights with SunExpress Airlines within 3 months of the flight date.
- Points can only be earned if the SunExpress your benefits member flies according to the conditions of the booked flight.
- Members must retain a copy of their flight ticket and the travel complements for future inquiries.
2.8 Earning Points calculation for flights
Members will earn 1° Point per 1€ spent (or the equivalent in local currency) including airfares, taxes, surcharges, and travel complements. The currency exchange rate shall be that in effect on the day the flight ticket and/or travel complements are booked and paid for:
- The exchange rate to be used for Point calculation will be that entered into the SunExpress’s system and effective on the day of purchase. Prices will be rounded up to the nearest monetary value when calculating the number of Points.
- When sales are made in currencies other than Euro, such as Turkish lira, the exchange rate of the monetary value entered into the reservation system will be used.
- Travel complements purchased on SunExpress flights are eligible for earning Points based on monetary value spent. Additional accruals may occur according to the respective Tier.
- Points earned on flights can be credited to the member’s account from as early as 72 hours up to 3 months after the flight.
- Points that haven’t been used within 24 months since they have been credited will expire.
2.9 Exceptions to earning Points for purchases made on SunExpress flights
Points may not be earned under any of the following circumstances:
- Flights completed more than 90 calendar days after the member joins SunExpress your benefits
- When the registered name does not match that on the flight ticket
- Flights issued for SunExpress employees (Duty travel)
- MyID Travel bookings
- Flights cancelled or not boarded
2.10 Payment method for purchasing travel complements
Travel complements paid for in cash/credit, card/debit, card/others (except Points) are eligible for earning Points.
2.11 How to earn Points for purchasing travel complements with SunExpress
SunExpress your benefits members may earn Points for purchasing travel complements during a SunExpress flight as follows:
- Members must provide their membership ID number when booking one or more flight tickets for flights operated by SunExpress Airlines.
- Points may only be earned if the SunExpress your benefits member flies according to the conditions of the booked flight.
Members must retain a copy of their flight ticket and the travel complements fn case they need to make any requests in the future.
2.12 Retrospective crediting of the Earned Points
Points are automatically credited to an account after each flight. If this does not happen, members can have their flights credited retrospectively. Points earned on flights can be credited to the member’s account from as early as 72 hours up to 3 months after the flight. To do so, the member must fill out a supplementary form on the Retro Claim page of the SunExpress your benefits . The name of the passenger to whom the ticket is issued must match the name of the Program Member registered with SunExpress your benefits. Retrospective Points crediting requests must be made within three (3) months following the flight or service concerned but can only occur at least 72 hours after the flight has been taken. If the system does not match the records, the Member will be asked to submit the necessary documentary evidence of the event (such as a copy of the ticket coupon and boarding pass) via e-mail. Requests made after three (3) months after the completion of the flight will not beaccepted and the documents will not be returned.
To utilize Points for the upcoming SunExpress flight, program members need to enure that they are logged into their account.
Members will have the opportunity to use the accrued Points as follows:
- Points will be available for redemption at any time and for any class of all flights available on the website or in SunExpress mobile pp.
- Point redemption will occur automatically by deducting the equivalent amount in the currency of the basket value purchased. If the Point balance does not cover the full basket value (full amount), members can partially pay the amount with Points and the remainder with other forms of payment. When using Point+Cash, the amount will first be deducted from the flight fare and then from the extras fee (SSR), with the remaining amount credited to the member.
- Travel complements, taxes and other applicable charges (including VAT) can be paid with Points.
- Points will first be converted into € and then into different currencies (if applicable) according to the respective exchange rate.
- Member will be able to view the redeemed Points and the amount ponding to the Points in the payment summary as well as on the account Point balance statement.
- In case of cancelations and/or refunds, SunExpress Airlines’s policies and processes apply provided that all necessary conditions are met.
Points cannot be converted into cash. Amounts covered with Points will not be considered for accrual Point calculation.
Family Account is a major component of SunExpress your benefits as it offers unique advantages and benefits to families.
Anyone over 18 years old can create a Family Account and act as an account holder (“Head”).
The responsible Head has the authority to invite other SunExpress your benefits members as well as individuals not yet registered with SunExpress your benefits, to join the Family Account.
Existing SunExpress your benefits members may confirm their membership request in the Family Account by clicking on the confirmation link provided in the invitation e-mail.
Individuals who are not yet SunExpress your benefits members must first register by clicking on the link in the invitation e-mail, after which they will be automatically added to the Family Account.
The Family Account has a maximum capacity of seven members, meaning the Head can invite up to six additional people to the account.
The Head can invite any relatives regardless of their relation (e.g. husband/wife, father, mother, brothers, sisters, children and grandparents). SunExpress reserves the right to request official documentation as proof of the relationship, without stating any specific reasons for such requests. The Points collected within a Family Account can be transferred from one Family Account member to another. Only the Head is authorized to transfer Points.
Membership in a Family Account shall last a minimum of nine (9) months after joining the account. After this period, membership can be cancelled at any time.
Each Member may only be part of one Family Account.
The Head cannot unilaterally remove people from the Family Account. Members can only be removed via the Customer Service Center upon the authorized Head’s request.
If the account holder no longer wishes to be part of the Family Account, the Head can request the complete deletion of the Family Account or arrange for another Family Account member to become the Head. Both requests can only be processed via the Customer Service Center upon authorized Head’s request.
SunExpress your benefits reserve the right to inform members of initiatives and collaborations with its partners in the program. All members will have the opportunity to accumulate and use Points obtained through purchasing goods or services offered by these partners.
2.16 Earning Points with Program partners
Points can be earned by the member who transact with SunExpress your benefits partners and these Points can be credited to the member's account upon completion of the eligible transactions. Additionally, members should stay informed about exclusive, time-limited promotional offers from SunExpress Your Benefits or participating partners, as these present opportunities to accumulate additional Points for specific actions or purchases. Regularly checking the program's promotional announcements ensures members don't miss out on chances to boost their Points balance.
Members will have the opportunity to access the three tiers the Program offers to its members. Tiers are divided based on the benefits that can be obtained by the volume of flights or transactions within the partner network of the Program.
All new members after June 3rd 2024 will start in the Welcome Tier. Once the threshold of requirements for access to the higher tier has been reached, such access will be recognized as soon as possible, as per the related communications that will be sent to the member. Tier belonging will remain valid for the following 18 months.
Each tier will entitle members to the following benefits (Some examples are presented below)
Welcome tier:
- Eligibility criteria: Flying less than 4 times in the last 18 months
- Access to the Program and accumulation of Points for each € expense related to goods or services offered by SunExpress
- Access to a commercial partner network and accumulation of Points for each € related to products or services offered by the program partners
- Birthday celebration: up to 10% more Points
- 1 Point per 1 Euro spent on airfare
- 1 Point per 1 Euro spent on additional services and bundles
Silver tier:
- Eligibility criteria: Flying 4 to 10 times in the last 18 months
- Benefits:
- All benefits of the Welcome tier
- Additional Points for additional service bookings and bundles offered by SunExpress
- Birthday celebration: up to 10% more Points 1 Point per 1 Euro spend (airfare)
- 50% more Points on ancillaries and bundles
Gold Tier:
- Eligibility criteria: Flying 10 times or more in the last 18 months
- Benefits:
- All benefits of the Silver tier
- Birthday celebration: up to 10% more Points
- 1 Point per 1 Euro spent on airfare
- 75% more Points for additional service bookings and bundles
Limitation of liability rules in SunExpress’s General Conditions (Passenger and Baggage) applies to this Program as well.
SunExpress accepts no liability for any taxes or other charges to which members or third parties may incur in connection with benefits obtained under the Program.
SunExpress has the right to use its members' data within the context of the Program and/or share it with the program partners. By initiating membership, the Member is deemed to have accepted the aforementioned term.
In certain countries, local laws may impose additional restrictions on the General Terms and Conditions of the Program. SunExpress is entitled to take any action required to ensure compliance with such restrictions and may not be held liable for compensatory damages to Members resulting from such actions.
Program members who contravene the general terms and conditions of Program membership, misuse program awards or attempt to obtain benefits by providing false information (especially concerning flight data), in addition to any compensatory damages which may arise from such actions-may have their Program membership terminated by SunExpress and have any earned Points and/or awards declared invalid. Members may also be required to pay compensation for any misused award. SunExpress reserves the right to indemnify for any remaining damages.
SunExpress reserves the right to change or terminate the Program and renunciation of awards, and restriction of responsibility.
SunExpress reserves the right to wholly or partially change or terminate the SunExpress your benefits loyalty Program and/or any collaboration with partners under this Program at any time. SunExpress may replace it with another program or transfer it to a program owned by a third party. In these cases, the regulations governing termination in accordance with the terms for the cancellation of membership shall apply. If SunExpress your benefits is transferred to a Program owned by a third party, the member has the right to revoke their membership in line with the legal requirements.
Any amendments or additions to these General Terms and Conditions of the Program shall become binding for all Members as soon as the related information is announced through any communication channels owned by SunExpress including SunExpress’s sales offices, SunExpress Customer Service Center, sunexpress.com, SunExpress mobile app or any statements shared with the Members via e-mail or SMS. Therefore, collected Points or awards shall not constitute a vested interest. SunExpress does not guarantee the availability of awards or requirement for the same number of Points for same awards nor the right to use awards for the flights chosen by the Member. SunExpress has the sole and exclusive control over the Program. In the event of SunExpress granting periodic awards or implementing practices contrary to the principles of the Program or granting of additional periodic rights or failing or delaying in exercising any of its rights under the program or requiring Member compliance with any of Program conditions, such actions shall not be construed as a waiver of power over the Program or the right to require Member compliance with any of the rules they are bound by. Additionally, such exceptional practice shall not grant the Member or other persons additional rights or amend the Program principles or constitute a precedent for similar practices.
3.6 SunExpress’s right to entrust the program
SunExpress reserves the right to entrust the operation of the Program to successor companies (in the event of corporate restructuring of their own organizations) or to a third party, and to transfer the agreements made with the Program’s Members to such successor companies or to a third party to that end. Members will be given reasonable notice of any such development.
3.6.1 SunExpress’s right to change or terminate the Program and renunciation of awards and restriction of responsibility
SunExpress reserves the right to wholly or partially change or terminate the SunExpress your benefits loyalty Program and/or any collaboration with partners under the Program at any time, to replace it with another Program or to transfer it to a Program owned by a third party. In these cases, the regulations governing termination in accordance with Point 1.2 shall apply. If SunExpress your benefits are transferred to a Program owned by a third party, the member has the right to revoke their membership by fulfilling all of the legal requirements.
Any amendments or additions to the General Terms and Conditions of the Program shall become binding for all Members as soon as the related information is announced through any communication channels owned by SunExpress including SunExpress’s sales offices, SunExpress Customer Service Center, sunexpress.com, SunExpress mobile app or any statements shared with the Members via e-mail or SMS. Therefore, collected points or awards shall not constitute a vested interest. SunExpress does not guarantee the availability of the awards or requirement for the same number of Points for same awards nor the right of using the awards for the flights chosen by the Member. SunExpress has the sole and exclusive control over the Program. In the event of SunExpress granting of periodic awards or implementing practices contrary to the principles of the Program or granting of additional periodic rights or failing or delaying in exercising any of its rights under the Program or requiring Member compliance with any of Program conditions, such actions shall not be construed as a waiver of power over the Program or the right to require Member compliance with any of the rules they are bound by. Additionally, such exceptional practice shall not grant the Member or other persons additional rights or amend the Program principles or constitute a precedent for similar practices.
3.7 Governing Law and Jurisdiction
The contractual relationship between the Members and SunExpress as well as these General Terms and Conditions are governed by the Turkish Law.
The exclusive place of jurisdiction for any claims resulting from or raised in relation with the Membership to the Program or in relation with these General Terms and Conditions shall be Antalya Courts and Execution offices. SunExpress reserves, however, the right to sue at any other competent court within a jurisdiction.
3.8 Information on data protection
SunExpress is the Data Controller for the processing of personal data within the scope of SunExpress your benefits program. The processing of personal data is performed in accordance with the General Data Protection Regulation (Reg. EU 2016/679 - “GDPR”) and the Turkish Law on the Protection of Personal Data No. 6698 (“KVKK”).
On the SunExpress your benefits website, SunExpress collects and processes members’ personal data for the following purposes and legal basis:
- Administering the loyalty program
- Ensuring that members can set up and manage their accounts effectively
- Rewarding members with Points
- Usage for personalized content on www.sunexpress.com
- Pre-fill of data during the booking flow
The legal basis for above purposes is our contractual obligation to you, in accordance with Art. 6 (1) (b) GDPR and Art. 5 (2) (c) KVKK
- Analyzing the use of the loyalty program, conducting customer satisfaction surveys and market research to improve the loyalty program and personalize its services.
- Sending out direct mailings, newsletters with personalized offers, The legal basis for above purposes is your given consent according to Art. 6 (1)(a) GDPR, Art. 5 (1) KVKK.
For all above-mentioned purposes, SunExpress may collect the following data from the Member:
- Name, surname and contact information such as Member’s e-mail address, phone number, address and postal address
- Nationality
- Date of birth (DOB)
- Ticket and flight booking details
- Purchase details of additional services
- Number of travelers
- Loyalty program membership number and points accruals/redemptions
- Personal choices such as preferred seat, preferred meal, departure airport, travel partner, booking channel, connection between families
We may need to forward such data of Members collected for the purposes mentioned above to the third parties to be able to carry out the operations of the loyalty program. These recipients can be categorized as follows:
- Other SunExpress entities
- Service providers
o Transport
o Marketing
o Information Technology
o Payment Services
o Credit Agencies
- Governmental authorities
If a Member decides to resign from the Program, their personal data on their interests such as preferred seat, preferred meal, departure airport, travel partner, booking channel will be deleted. Other personal data will be retained for the period during which legal claims may be brought by and against SunExpress, or SunExpress is legally required to retain such data.
If you wish to obtain further information about the processing of your personal data by SunExpress and exercise your rights under the applicable legislation, you may refer to the Protection of Personal Data Announcement of SunExpress available at Protection of Personal Data Announcement | SunExpress.