Customer information: Coronavirus
What do I need to consider when traveling in times of Corona?
Please click here to find out more about our new standards to ensure your wellbeing and safety during your journey with us.
Where can I find the current travel advices & entry requirements for my holiday destination?
Which Corona-related travel documents are mandatory for my flight?
Please check out the entry regulations issued by all the countries in our flight network.
How can I make sure that my Corona-related travel documents are valid?
We can imagine how confusing the ever-changing entry regulations issued by many of the destination countries in our flight network are. To make the entire process as easy and convenient as possible for you, we now offer SunCheck – our online service for SunExpress flights from Düsseldorf to Türkiye (Turkey). It is free of charge and available 24/7. For more information, please click here.
Where can I get tested for Covid-19 within Türkiye (Turkey)?
Please click here to find out more about the COVID-19 test centers in Türkiye (Turkey).
Where can I get tested for Covid-19 in Europe?
Please click here to find out more about the Covid-19 test centers in Europe.
Please find an overview of frequently asked questions here under.
Is there a call centre?
Our Customer Service Center 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 Türkiye (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.
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?
What are the conditions for taking along surfing and wind surfing luggage?
Until what stage of pregnancy is it safe to fly?
Expectant mothers up to the end of the 36th week of single pregnancy (for multiple pregnancy 32th week) can freely travel on SunExpress flights without any gynecologists or doctor’s certificate. No special medical attestation is necessary. At any later point, the expectant mother will not be accepted on board. More
Under what conditions can I take along an infant/baby?
The following fares apply for an infant up to two years of age traveling on its parent’s / guardian’s lap:
- International flights: 15,99 €
- Domestic flights within Türkiye (Turkey): 50 ₺
Please note that with this flat fee, infants up to the age of two years are not entitled to their own seat.
If you would like to book a separate seat for your infant, the regular air fares apply. For safety reasons, your infant must be seated in a child car seat with a suitable child-restraint system which is approved for use on an aircraft seat.
More information on traveling with children can be found here.
How much luggage can I take?
There is a free baggage allowance of 20 to 40 kg on international flights with SunExpress, depending on the booked fare.
Flights within Türkiye (Turkey)
The free baggage allowance per passenger for flights within Türkiye (Turkey) is between 15 and 25 kg – depending on which fare you choose.
The free baggage allowance on connecting flights is the same as for international flights.
Click here for more information on the subject of luggage.
How much time prior to departure can I book excess baggage?
Booking excess baggage for already booked flights is only possible if the flight was booked via SunExpress’ own reservation system (sunexpress.com, SunExpress Call Center or authorized agencies). The additional booking can be done via “My bookings“, our Call Center and also from authorized agencies until three hours prior to departure.
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.
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
Feel free to contact our Call Center for further inquiries or concerns regarding your luggage problems.