If you miss a SunExpress Airlines flight, the airline’s policies, as outlined in their Terms and Conditions, will apply. SunExpress, a Turkish-German low-cost carrier and joint venture between Turkish Airlines and Lufthansa, operates primarily from Antalya and İzmir airports. Below is an overview of what happens and your options when you miss a flight, based on available information and EU Regulation 261/2004 for applicable flights.
No-Show Policy
If you miss your flight without notifying SunExpress Airlines in advance, it is considered a "no-show." This typically results in the forfeiture of the ticket value, and subsequent flights in your itinerary, such as return or onward flights, may be canceled. Most SunExpress fares are non-refundable, and rebooking often requires purchasing a new ticket.
- Notification: To avoid no-show penalties, contact SunExpress at least one hour before departure via their Call Center, website, mobile app, or airport counter. Prompt notification may allow rebooking or preserve the validity of remaining flight segments.
- Fees: No-show results in the loss of the ticket value for non-refundable fares like SunEco or SunClassic. For flexible fares like SunPremium, changes may be possible with a fee, subject to fare rules. Rebooking after a no-show often incurs a penalty plus any fare difference.
- Impact on Itinerary: Missing a flight may lead to the cancellation of the entire reservation, as SunExpress treats the itinerary as a single contract.
Rebooking Options
If you miss a flight due to reasons within your control, rebooking is possible but subject to availability and fare rules. Changes can be made via the Manage Booking portal, mobile app, Call Center, or airport counter. Additional charges may include:
- Change Fee: Non-refundable fares like SunEco or SunClassic do not allow changes after a no-show, requiring a new ticket purchase. SunPremium fares may permit changes with a fee, subject to availability. Last-minute changes can be requested up to one hour before departure for eligible fares.
- Fare Difference: You must pay any difference between the original fare and the new flight’s fare. If the new fare is lower, no refund is provided for the difference.
- Standby: SunExpress does not explicitly offer a standby policy for missed flights, but if you arrive shortly after the missed departure, airport staff may assist with rebooking on the next available flight, subject to fees and availability.
If you miss a connecting flight due to a delay caused by SunExpress, and both flights are on the same booking, the airline will rebook you on the next available flight at no additional cost, provided the delay was within their control. They may also provide food, drinks, or accommodation for significant delays, as required by EU Regulation 261/2004 for flights departing from the EU. For separate bookings, SunExpress is not responsible for missed connections, and you may need to purchase a new ticket.
Compensation and Refunds
Refunds or compensation for missed flights are limited due to SunExpress’s low-cost model:
- Non-Refundable Tickets: SunEco and SunClassic fares are non-refundable if you miss the flight, resulting in the loss of the ticket value.
- Refundable Tickets: SunPremium fares may allow cancellations or changes before departure with a fee, subject to fare rules. Refunds are processed to the original payment method, typically within two to four months.
- 24-Hour Cancellation Rule: For bookings made in the US, you can cancel within twenty-four hours of purchase for a full refund, regardless of fare type, if the flight is at least seven days away.
- Airline-Caused Delays: If you miss a connecting flight due to a SunExpress delay on a flight departing from the EU, and arrive at your destination more than three hours late, you may be entitled to compensation under EU Regulation 261/2004, ranging from two hundred fifty euros to six hundred euros, depending on flight distance, provided the delay was within the airline’s control (e.g., technical issues or staffing). Compensation is not available for extraordinary circumstances like weather or air traffic control issues.
- Airport Taxes and Fees: Regardless of ticket type, you may request a refund for airport taxes and fees if you miss a flight, subject to an administration fee, within a specified period.
- Corona Care Guarantee: If you or a first-degree relative are diagnosed with COVID-19 before departure, you may be eligible for a full refund, even for non-refundable tickets, under specific conditions outlined in the Corona Care Guarantee scheme.
Steps to Take if You Miss a Flight
If you miss your flight, follow these steps:
- Contact SunExpress immediately via their Call Center, Manage Booking portal, mobile app, or airport counter to explore rebooking options or confirm travel on subsequent flights.
- Review your ticket’s fare rules on the SunExpress website under Terms and Conditions to understand applicable fees and refund eligibility.
- If the missed flight was due to an airline-caused delay, submit a compensation or refund request via the website or Call Center, providing booking details, boarding passes, and receipts for extra expenses.
- For tickets purchased through a travel agent, contact the agent directly for changes or refunds, as verification may be required.
- Keep all travel documents, as customer reviews indicate slow response times and challenges with claim processing, which may require follow-ups.
Additional Information
For flights departing from the EU, if you miss a connecting flight due to an airline-caused delay and arrive at your destination three hours or more late, you may be entitled to compensation under EU Regulation 261/2004, provided the delay was within SunExpress’s control. As a non-EU airline, SunExpress is not required to pay compensation for flights arriving in the EU from non-EU airports. Compensation is not provided for delays or cancellations due to extraordinary circumstances, such as weather or air traffic control issues. SunExpress recommends checking in online twenty-four hours before departure, as check-in counters close forty-five minutes before domestic flights and one hour before international flights. Customer reviews on platforms like Trustpilot and Xolvie highlight issues with customer service responsiveness, including delays in refund processing and poor communication, which may affect missed flight resolutions.
