Sun Express Travel Reviews 67

I went with a group we were told we couldn’t book online but at Gatwick they were going to charge us £15 pounds each for not booking online line which they then withdrew as we had paperwork to prove what they had said on the homeward journey they made us all pay the £15 pounds each although we still had the paperwork they then charged me €80 because he said my hand luggage bag was over weight although would not show me the weight & it was to big although it wasn’t & was the same size as the other people I went with they staff in Turkey we’re horrible & quite aggressive I have emailed them but they haven’t even replied to my email. Terrible customer service but I will say the flight itself was ok the stewards were fine but be very aware at Turkish airports when you are flying home to part with money to be allowed to board the plane

I booked a 7 night holiday through On the Beach, however after booking a realised that the flight wouldn’t get in until 3am then it’s a 2 hour journey to hotel so actually we would arrive at 6am. That’s not a 7 nights holiday! I asked to change the flights however Sun Express are refusing to allow me to cancel and trying to charge me £297 to change to a 10am flight 2 days later.
This company is disgraceful!

Haven't got my 2 luggages from LondonIzmir, Izmir - Samarkand from 2 nd March 2025. I had my medicines brought from
London, I had my dose for 4 days with me,but the rest in my big luggages. If I don't get it next 2 days my health will be under
serious danger. Sunexpress told the airport
not to accept our reports and now we
passengers don't have our report ninber
and sunexpress even don't want to talk to
us and there is no any updates,😡😡😡

We booked our holiday to Turkey with TUI as we usually do and we were put on a flight with sun express which we didn’t have a problem with, however when we tried to check in the day before we had no option to pay for our seats, we did this and the transaction didn’t go through so I phoned the company and spoke to a Lady who said their website was being updated and the amount hadn’t gone through so to do it again which we did, it then did the same thing, so I rang agin to be told the transactions hadn’t gone through and to do it again, so we did it three times altogether and when I rang them again they said that we had only paid once for two seats. When we looked after the holiday we had been charged three times with one refund, so obviously the other payment was for the seats but we have not been refunded for the other one and this is been going on since July 2024. I have contacted them numerous times and in November to say the case was closed and we would not be refunded as we had paid for seats. I have contacted them again by wassap and they said they would open the case again on November 4th, when I contacted them on 8th January the person who messaged me said they couldn’t see the case open again and I would receive an email by the relevant team. I don’t hold out any hope of being refunded and we contacted TUI who don’t really want to know either. I said I would put a bad review to sun express on line but I don’t think they are bothered as they have that many bad reviews anyway. So they steal your money and refuse to give it back to you basically, so I would never fly with this company again and please avoid at all costs.

Dear CEO,

I am extremely unhappy with the flights I have experienced during recent months.

I traveled on 20 October 2023, flight number XQ 830. Booking number A49DV5. Ticket number 5642160042111. During the flight from Izmir to Birmingham you took an additional 4142 LIRA from me. As you forced me to check in my hand luggage. At the time I didn’t realise check in of my hand luggage was optional. As you will see from my booking I already paid for 30kg, and then I also had a small hand luggage case. You have stolen 4124 lira from me needlessly.

This happened again when traveling from Birmingham to Antalya on 22 May 2024, when you made me check in my hand luggage costing £110. Again at the time I didn’t know check in of my hand luggage was optional, the staff just checked it in, and charged me for the privilege. I no longer have the booking number. But I have proof of the £110 you charged me.

Please pass my concerns onto the CEO of sun express whom I wish to address my concerns.

Failure to adequately respond to my request will result in the following images being posted across social media and English/Turkish news. An air hostess sleeping whilst on duty. Which is a breach of consumer safety and airline regulations. I do not wish to get the air hostess into trouble but it may be nessessry.

Please respond with a suitable outcome as soon as possible. An unsuitable response will result in my contacting the civil aviation authority (CAA).

Dear CEO,

I am extremely unhappy with the flights I have experienced during recent months.

I traveled on 20 October 2023, flight number XQ 830. Booking number A49DV5. Ticket number 5642160042111. During the flight from Izmir to Birmingham you took an additional 4142 LIRA from me. As you forced me to check in my hand luggage. At the time I didn’t realise check in of my hand luggage was optional. As you will see from my booking I already paid for 30kg, and then I also had a small hand luggage case. You have stolen 4124 lira from me needlessly.

This happened again when traveling from Birmingham to Antalya on 22 May 2024, when you made me check in my hand luggage costing £110. Again at the time I didn’t know check in of my hand luggage was optional, the staff just checked it in, and charged me for the privilege. I no longer have the booking number. But I have proof of the £110 you charged me.

Please pass my concerns onto the CEO of sun express whom I wish to address my concerns.

Failure to adequately respond to my request will result in the following images being posted across social media and English/Turkish news. An air hostess sleeping whilst on duty. Which is a breach of consumer safety and airline regulations. I do not wish to get the air hostess into trouble but it may be nessessry.

Please respond with a suitable outcome as soon as possible. An unsuitable response will result in my contacting the civil aviation authority (CAA).

The ground staff at Gatwick were extremely helpful (visit at 17th Nov 2024) - I had some paperwork issues I'd made by loosing a receipt, and the staff were super helpful and patient. Definitely a nice bunch. Both flights went great.

Paid £74 for pre booked seats and never sat in them, also included was a snack box, never saw them.. I put in a complaint in and it took 2 months for the to refund £16 and they don't answer emails.. Never flying with these again..

great flights and service went from manchester to antalya booked seats in advance which we got both ways easy no problems with online check in both flights on time and staff both at airports and plane nice and good service

I've been struggling to get a refund for 2 months. I had purchased a London-Izmir ticket from Sun Express, but I had to cancel it due to changes in my travel plans. It’s been two months since the cancellation, and I still haven’t received my refund. Every week, I call customer service, send messages, and submit requests. They keep closing my requests, claiming that the refund has been processed. Even when I provide my card statements as proof, they ignore it and close my request without any resolution. Their customer service is completely incompetent. They can’t even confirm which card the refund will be processed to. I strongly recommend choosing another airline.

Was supposed to fly back 21sept at 8pm flight was delayed over 12 hrs .original flight was 8pm first delay was 90 mins then board up dated to 3.20 am no one notified us just info on board at 9pm will were called to gate had our boarding cards removed from us and told to go down the ramp and collect our luggage when we asked what was happening we were told we would be going to a hotel.
After collecting luggage and going back through passport control we were outside dalaman with no one to direct us after finding TUi who I understand are working with sunexpress we boarded one of four coached and an hour later dropped off at a hotel someone in Dalyan the only advice was from the guy on reception who said we had to be back down at 3am bearing in mind we had a 4 month old baby with us.at 3 am we go to reception no coach arrived receptionist said we were scheduled on flights at 6am coach finally arrived at 4am we arrived at dalaman got through passport control and had to run to the pla. Which took off at about 6 .30 .
Sun express say that we don't qualify for compensation nor will they disclose info only the reason on delay Avoid at all costs !!! NO COMMUNICATION NOT AGENT AROUND NOTHING EVERYTHING WAS DONE BY WAY OF MOUTH OF OTHER PASSENGERS DISGUSTING

I booked Sun Express Luton to Antalya and then read the reviews so was initially worried. However, I can't fault either the outbound or return flights so thought I'd add some balance. Check in online was not as easy as some airlines but still not difficult. At Luton, bag drop was quick and easy and the flight was on time. Return bag drop was a little slower but still reasonable. Only minor grumbles were on seating. Travelling alone I didn't pay for a seat so got sat next to other people even though both flights were fairly empty. Not a problem though as the cabin crew were happy for me to move once we were at cruising altitude.

I paid extra leg seat for my flight to Antalya and ended up in a regular seat
Disaster! I've never experienced case like this. The cabin crew blame the staff at check in desk . However, there were bunch of people in the same flight with the same problem. Stansted airport its a big mess.
Never again

I flew with sun express on Wednesday 11th September stansted to Antalya. 2 hour delay. Then say on plane almost another hour with no communication from pilot or staff. No meals on flight and attendant said they’d sold it all in flight out. Do they not restock!!! No update during flight of eta.
But…..flight home on 15th September totally different. Take off 20 mins late but all communicated by pilot. Plenty of food and drink available. Kept up to date throughout flight and landed early. I’ve flown a lot and that was the best descent and landing I have ever experienced. No pressure in ears, nothing. A fantastic end to the flight

I will add to the plethora of negative reviews. Staff aweful! Paid for 'priority pass' but received none of the perks as these were not available i.e. express lane closed both ways. Complained on return and after chasing this for two and a half months have been told they have simply deleted my complaint! Avoid!!!!

To make this clear it is about their customer service and online check in.

Online checkin didn’t work for my flights. I hadn’t had any information communicated to me to be able to check in online. Meaning I had to make two expensive phone calls to get the correct info.

When I checked in I bought seats for me and my partner.
But it turns out they were bought on a flight I wasn’t even booked on.
They have still to this day refused to return this money. Their complaints team do not exist. - I’ve never heard from them.

I’m a very experienced flyer, this was the worst experience I’ve had for online check in or customer service.

The flight was actually fine. The same as any other budget airline.

Update on return from Turkey with Sun Express, after the disaster of booking and paying for seats Row
3, ABCD, when holiday was booked in Sept 2023. When we tried to check in online, it said, passengers not found !. So after a £25 phone call to Sun Express we find they have given our seats to someone else, but they could offer Row 6ABCD which we had no choice but to accept. They told us same seats on return journey. So, tried to book in online for return, which of course didn't work, so met with TUI rep at hotel who said she'd sort it. Which she did and we were in Row 7, ABCD. Not too bad, but it's a shambles. Flight back to be fair wasn't too bad. Flight attendants quite chirpy and polite, and only 15 mins late back into Birmingham. So, I will never use Sun Express again
It's all too hard. How TUI can use such an appalling airline is staggering, as we will never go with TUI to Turkey again if they use this airline. We think we got away quite lightly after reading the dreadful reviews some people have had to endure. It's not good enough, TUI should be looking into these complaints as a matter of urgency, before other holiday makers are affected by such poor service.

I would never ever fly with this company again. Such rude and unprofessional company. No understanding to passengers with children especially.
Very abrupt and just point blankly rude flight attendants especially. Worst airline I’ve EVER flown with

Excellent and very polite

I have been flying for more then 20 years with all sorts of airlines BUT have never had an experience as bad as this with two major occurrences. This was my first and LAST time I will ever get on a SunExpress plane.

1) Firstly, on the 20th July 2024, my partner and I were due to catch a flight from Hanover Airport (HAJ) to Izmir Airport (ADB) with SunExpress and then a connecting flight scheduled more then 2 hours after to Ercan Airport (ECN) with Pegasus.

What happens ? The flight delays in Hanover Airport by at least 1 hour 50 minutes but the only way we found out was via the SunExpress app; NO indication on the flight board, NO indication at the check-in desk even when asked if there was a delay, NO indication in the check-in lobby even after the scheduled time had passed. Mass confusion with zero communication as to why the delay occurred and we end up missing our connection flight at Izmir. We then go to the help-desk of both SunExpress and Pegasus (who are not to blame) and have a conversation with the person to see how we could be compensated. The person working at the help-desk came across arrogant and unsympathetic and could only direct me to the online customer service to provide feedback, which I came to find were also absolutely useless. The only solution they come up with was to buy 2 more tickets for the next flight scheduled approximately 9 hours later at an extortionate price of €250 per person for a 1 hour 15 minute flight from Izmir to Cyprus ! So a 6-7 hour flight ends up into a 20 hour flight that overall costs upwards of €600+ per person, therefore you can understand my frustration. But hold on it gets worse !

2) Everyone boards the flight from Izmir to Ercan with no delays which seems to be the only thing they done right. Then an absolute nightmare which I would guess would be illegal if investigated. Given that temperatures were around 40 C - 45 C, we board the flight with NO working air conditioning. EVERY single passenger was soaked in sweat, children were distraught and the elderly looked like they could suffer an illness at any point throughout the flight. We then hear an announcement from a cocky and rather unsympathetic pilot who only cranks up the frustration level by saying the air conditioning would work once up in the air (which was not the case), goaded more frustration by claiming we as passengers were ‘excited’ about the flight and that SunExpress were the no 1 airlines. And all they could do was offer cups of water, what an inhumane company ! Extremely lucky no-one suffered serious health issues although I have been ill for the last 2 days now.