FAQ

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Please find an overview of frequently asked questions here under.

Is there a call centre?

Our call centre staff members are available 24 hours a day to answer any questions you may have about your flight.

How do I get my ticket when I book online?

SunExpress uses an electronic ticket service. After booking online, you will be sent an email containing your booking confirmation, which you can use to obtain your boarding pass directly at the airport check-in counter.

Where can I make a seat reservation?

The preliminary reservation of standard or particularly comfortable seats with more legroom can be made directly on our website.

Will I receive a booking confirmation?

When booking online, you will receive a confirmation email with all the information you need for your ticket.

Where can have my flights reconfirmed?

Please reconfirm your flight by contacting our call centre.

Who is SunExpress?

SunExpress was founded in October 1989 as a subsidiary of Turkish Airlines and Lufthansa. Today SunExpress carries about seven million passengers and is one of the biggest airlines flying between Germany and Turkey. As a holiday airline, however, SunExpress also takes passengers to many other sunshine destinations, such as Egypt. More

What types of airplanes does SunExpress fly?

SunExpress has one of the most modern aircraft fleets in Europe, consisting mostly of the Boeing 737-800, but also the Boeing 737-700. More

How safe is booking online?

Your online payments are made using secure SSL technology via specially certified servers. The closed padlock icon at the bottom right corner of your browser tells you that you are on a security server.
The processing of personal data within the reservation process complies with all international laws. Our data privacy statement complies with the applicable privacy policies. When you visit our website, our web servers routinely store your provider’s IP address, the website from which you are visiting us, the webpages of our website that you visit, and the date and duration of your visit. SunExpress uses cookies to trace the visitor’s preferences and to improve the design their website. If expressly requested by you, all your personal information is also stored, such as registration context, overview, contests and concluded contracts (e.g. for flights). We do not disclose personal information about our customers to third parties.

Where can I book group flights for ten or more people?

Please contact our group reservation service directly, and we will be happy to prepare you an individual offer.

Is the use of electronic devices on board of the aircraft allowed?

In principle the use of electronic devices is permitted on board. To find out which devices may be used during which phase of flight, click here.

I would like to take my pet; who can I contact?

Please contact our service centre no later than three working days before your departure if you want to travel with your pet. All necessary import documents – such as health certificates, vaccinations, customs regulations, etc., issued by officially approved veterinarians – must be submitted. Animals must also be accompanied by a passenger on the same flight. More

Can I take a bike along on my flight?

We would be happy to transport your bike on the flight. Please notify our special reservation desk no later than three working days prior to departure. Prices and conditions can be found in our baggage policy.

What are the conditions for taking along surfing and wind surfing luggage?

If you would like to transport surfing or windsurfing equipment, please notify our special reservation desk of this at least three working days before departure. Prices and conditions can be found in our baggage policy.

Until what stage of pregnancy is it safe to fly?

Pregnant women can fly with us up to four weeks before the expected date of birth. A special doctor’s certificate is not required. During the last four weeks of pregnancy (from the 35th week of pregnancy) an expectant mother can no longer be legally transported on a passenger plane. Please always take along your maternity log. More

Under what conditions can I take along an infant/baby?

A lump sum of 15.99 euros is paid for infants up to two years old on international flights. An airfare of 25 Turkish lira is charged for infants up to the age of 2 years old on flights within Turkey. These passengers are, however, not entitled to their own seat.

How much luggage can I take?

International flights
There is a free baggage allowance of 20 to 40 kg on international flights with SunExpress, depending on the booked fare.

Flights within Turkey
The free baggage allowance per passenger for flights within Turkey is between 15 and 25 kg – depending on which fare you choose.

Connecting flights
The free baggage allowance on connecting flights is the same as for international flights.
Click here for more information on the subject of luggage.

What do I do if my checked baggage is damaged?

If your baggage is damaged upon arrival, please report this immediately upon arrival at the airport to the local baggage tracing desk (lost & found), where a damage report will be created. This is a prerequisite for a claim settlement.

To make the claim settlement process as quick and convenient for you as possible, we work very closely together with the company Dolfi 1920 GmbH, which picks up, repairs or, if needed, exchanges your luggage on our behalf.

Click here to contact Dolfi 1920 GmbH.
(This service is available only to passengers who are residents of Germany, Austria, Poland, the Czech Republic and Belgium.)

Feel free to contact us for further inquiries or concerns regarding your luggage problems. Just click here to contact us.

IMPORTANT:
We would like to point out that we accept no liability for wear and tear on your luggage and damage caused by the luggage itself. For more information and the complete terms of liability, please see our GTCs.

What do I do if my checked baggage is lost?

Please report this immediately upon arrival at the airport to the local baggage tracing desk (lost & found), where a loss report (PIR) will be created.

You can be sure that we will do our utmost to recover your luggage as soon as possible. We will look for your luggage with the help of a worldwide baggage tracing system, which several airlines are connected to.
You can check the current state of the luggage search via our baggage tracing service. We kindly ask you to specify the reference number of the loss report (e.g.: FRAXQ10118).

In case your baggage is not found within the search period of 45 days, please send the following documents in original by post to one of the addresses listed below:

• the loss report certificate (PIR) issued at the airport
• flight tickets along with the associated baggage control section
• a detailed listing of the luggage contents with age and price information
• if available, receipts and evidence of the suitcase contents
• your bank details (for foreign banks, please include IBAN and swift code)
• your email address for any further queries

SunExpress
9 Eylül Mh. Akçay Cad. No: 273
Gaziemir – İzmir TR 35410

SunExpress
Postfach 710352
60493 Frankfurt

Feel free to contact us for further inquiries or concerns regarding your luggage problems. Just click here to contact us.