SunExpress, a Turkish-German low-cost carrier (IATA code: XQ), has a restrictive cancellation policy that varies by fare type, booking channel, and timing. Below is a concise overview based on the latest information from their official website (sunexpress.com) and reliable sources.
24-Hour Risk-Free Cancellation:
- If you book directly through SunExpress (sunexpress.com, mobile app, or customer service), you can cancel within 24 hours of purchase for a full refund to the original payment method, provided the flight departs at least 7 days (168 hours) later. This applies to all fare types (SunEco, SunClassic, SunPremium), per U.S. Department of Transportation (DOT) and Airlines Reporting Corporation (ARC) rules for U.S. bookings.
- No cancellation fees apply within this window, and refunds are processed within 2–4 weeks, though delays up to 2–4 months have been reported.
- Exceptions: Group bookings (10+ passengers) and some promotional fares may not qualify.
After 24 Hours:
- Non-Refundable Tickets: Most SunExpress fares (e.g., SunEco, some SunClassic) are non-refunded after the 24-hour window, except for airport taxes and fees. Cancellation fees range from $200–$500 (depending on route, fare type, and timing), and if the fee exceeds the ticket value, no refund or credit is issued.
- Flexible Fares (e.g., SunPremium, some SunClassic): These allow cancellations with a partial refund or rescheduling for a fee (typically €20–€50), plus any fare difference. Check fare rules at booking for specifics.
- No-Show Policy: Failing to cancel before departure results in forfeiture of the entire ticket value, including taxes. Written notification (email with booking number and passenger name) is required for no-show cancellations.
- Cancellation Deadline: Cancellations must be made before departure. No refunds are issued post-departure, except for taxes in some cases.
Special Circumstances:
- Delays: For delays over 3 hours at the final destination due to carrier reasons, you may cancel for a full refund or claim EU261/UK261 compensation (€250–€600, based on flight distance) for EU/UK routes.
- Medical or Extenuating Circumstances: Refunds may be granted for serious illness or death of a passenger or first-degree relative (spouse, parents, children) with documentation, such as a medical certificate. The “Corona Care Guarantee” allows refunds for COVID-19-related cancellations (passenger or first-degree relative diagnosed), even without a booking.
- Overbooking: If denied boarding due to overbooking, you’re entitled to a full refund, a return flight to your original departure point (if mid-journey), or compensation up to €600 under EU261.
- Weather-Related Cancellations: Fee-free refunds or rebooking are offered, but no compensation is provided for weather-related disruptions.
