Disabled passengers

At SunExpress, it is our top priority to meet the needs of our passengers and thus, we are committed to continuously improving the services that we offer to our disabled passengers or passengers with reduced mobility so that everyone can have a comfortable journey with us.

Disabled passengers and passengers with reduced mobility can book their seats via our Customer Service Center by providing us with more detailed information about their request or the medical equipment they will need to carry with them such as the type, dimension or weight of the equipment.

Additionally, passengers will need to present a medical certificate stating the exact weight and dimensions of the medical luggage at both the airport check-in and the gate.

How can I make a service request?

Please make sure to submit your request during your booking or well in advance so that we can ensure that you will receive the best service and that your needs will be met.

You can inform us about your request via the following channels:

sunexpress.com
Our Customer Service Center
Our ticket sales offices
Tour operators
Travel agencies

You will receive an e-mail notification as soon as your service request is approved. Disabled passengers or passengers with reduced mobility can reserve their seat and their travel partner’s seat free of charge. For detailed information, please contact our Customer Service Center.

Online Check-in

Passengers who require special services (for instance wheelchair requests, transportation of a guiding dog, etc.) can use our online check-in services only on our domestic flights. In this case, there are a couple of rules that our passengers should consider:

a) Disabled passengers and passengers with reduced mobility, who will travel alone, must be able to:

fasten and unfasten their seatbelts without any support
use the oxygen mask, which will drop from the overhead panel in case of loss of cabin pressure
put on the life jacket when needed

b) All disabled passengers traveling alone should read the section “Passengers That Should Travel with an Accompanying Person” which can be found below.

c) All disabled passengers and passengers with reduced mobility who have checked in online should introduce themselves to the ground staff at the gate.

d) Disabled passengers and passengers with reduced mobility are not allowed to sit in the emergency exit rows due to safety reasons. Therefore, if they have checked in online and are assigned to a seat in the emergency exit row, they will be reseated by our cabin crew members. Please note that passengers with reduced mobility can only reserve window seats (A/F) in advance. Other seats might be booked at the airport depending on the type and/or grade of the passenger’s physical restriction.

Disabled Passengers and Passengers with Reduced Mobility

Our passengers can benefit from the special wheelchair service that we offer at the airport free of charge. All you need to do is select the most suitable service level for you on our website – either during booking or after the booking under “My Bookings” or contact our Customer Service Center to inform us about your request.

Please make sure to submit your wheelchair service request during your booking or well in advance. As there is a limited number of wheelchairs available on every flight, unfortunately, we cannot guarantee wheelchair service availability for all requests.

Here are the three service levels which our passengers are able to select for a comfortable journey:

Service Level 1 (WCHR): For passengers who have difficulty walking long distances at the airport but do not need help going up and down stairs, this service will bring them to the aircraft and pick them up from the aircraft at the arrival destination.
Service Level 2 (WCHS): For passengers who have difficulty walking long distances at the airport and need help going up and down stairs, this service will bring them to the aircraft door and pick them up from there at the arrival destination.
Service Level 3 (WCHC): For passengers who cannot walk without assistance, this service will bring them to their seat in the cabin and pick them up from there at the arrival destination.

A disabled passenger or passenger with reduced mobility is a passenger whose movements are hindered physically or sensually due to mental inability, old age, disease or any other hindrance and that requires special care and service for that reason.

Disabled Passengers and Passengers with Reduced Mobility can be defined as follows:

Passenger with Slight Mobility Handicap
Passenger with Severe Mobility Handicap
Passenger Completely Immobile
BLIND: Visually impaired passenger
DEAF: Hearing impaired passenger
DEAF/MUTE: Speaking and hearing disabled passenger
DPNA: Mentally or developmentally disabled passenger – example: passengers with difficulty in learning, dementia, Alzheimer, down syndrome, etc.

Please take into account the above-mentioned information and call our Customer Service Center directly to request the service for disabled passengers.

On the other hand, the passengers that need following medical assistance are also included in this scope and served duly:

OXYG: Passengers with need for oxygen during flight. Passenger should bring his/her oxygen bottle himself/herself
Passengers whose arms and/or legs are broken and plastered,
Passengers with need for medical care and special medical device (such as needle) during flight,
Passengers demonstrating abnormal physical status or behavior due to a disease or inability.

SunExpress doesn’t charge for the services delivered to disabled passengers or passengers with reduced mobility. Please note that passengers with reduced mobility can only reserve windows seats (A/F) in advance. Other seats might be allocated at the airport check-in desc with consideration to the type and/or grade of the physical restriction

We can transport the following wheelchairs on our flights:

Wheelchair Manual Power (WCMP)
Wheelchair Battery Dry (WCBD): Wheelchair that is operated by power supply with non-liquid gel or dry battery
Wheelchair with Lithium Battery (WCLB)

We can transport wheelchair with power supply that is operated by only non-flowing gel or dry power supply. The pole heads of the power supply should be dismantled or circuit should be completely turned off due to safety rules. Cables and power supply heads should be prevented from contacting in order to prevent short circuit.

We can’t transport the electronic wheelchairs with liquid power supply due to safety reasons since they are not safe against flow.

If it is not possible to load the wheelchair due to physical conditions, we regret to inform you that we will have to reject transportation. In case there is a problem in loading of your wheelchair due to inaccurate information or lack of information about the dimensions of your wheelchair, we would like to remind you that we will again be obliged to reject transportation.

You can use your wheelchair until the aircraft and receive it back after flight.
Please remember that it is not possible to allocate seats in the emergency exit rows (EXIT) to disabled passengers or passengers with reduced mobility due to safety rules.

Disabled Passengers and Passengers with Reduced Mobility

Disabled Passengers and Passengers with Reduced Mobility to Whom SunExpress Can Provide Services

Disabled passenger or passenger with reduced mobility is a passenger whose movements are hindered physically or sensually due to mental inability, old age, disease or any other hindrance and that require special care and service for that reason.

Disabled Passengers and Passengers with Reduced Mobility can be defined as follows:

WCHR (Passenger with Slight Mobility Handicap):The passenger can use the stairs of the aircraft and proceed to the seat within the cabin and sit. He/she needs wheelchair until the aircraft.
WCHS (Passenger with Severe Mobility Handicap): The passenger can not use the stairs however can proceed to the seat within the cabin and sit. He/she needs wheelchair until the aircraft.
WCHC (Passenger Completely Immobile): The passenger needs assistance for proceeding to the seat within the cabin and sitting. He/she can sit straight on the seat.
BLIND: Visually impaired passenger
DEAF: Hearing impaired passenger
DEAF/MUTE: Speaking and hearing disabled passenger
DPNA: Mentally or developmentally disabled passenger – example: passengers with difficulty in learning, dementia, Alzheimer, down syndrome, etc.

Please take into account the above-mentioned information and call our Customer Service Center directly to request the service for disabled passengers.

On the other hand, the passengers that need following medical assistance are also included in this scope and served duly:

OXYG: Passengers with need for oxygen during flight. Passenger should bring his/her oxygen bottle himself/herself
Passengers whose arms and/or legs are broken and plastered,
Passengers with need for medical care and special medical device (such as needle) during flight,
Passengers demonstrating abnormal physical status or behavior due to a disease or inability.

We can transport the following wheelchairs on our flights:

WCMP (Wheelchair Manual Power)
WCBD (Wheelchair Battery Dry: Wheelchair that is operated by power supply with non-liquid gel or dry battery

We can’t transport the electronic wheelchairs with liquid power supply due to safety reasons since they are not safe against flow.

You can use your wheelchair until the aircraft and receive it back after flight.
Please remember that it is not possible to allocate seats in the emergency exit rows (EXIT) to disabled passengers or passengers with reduced mobility due to safety rules.

Medical Materials and Equipment

Medical Materials and Equipment

You can carry your medical equipment and/or materials that you will need during flight after having received written approval from SunExpress beforehand if they do not pose any threat to flight safety and security.

Please provide the following information about your medical equipment and/or materials that you will use so that we can register them on our system:

Name, brand and model of the equipment/device used
Operating method of the equipment/material
Battery/power supply type if powered
On which phases of flight the equipment/devices is to be used (landing, take off, cruise, any part of flight, throughout flight)
Weight of equipment/device
Dimensions of equipment/device

Please call us to inform about your wheelchair or any other equipments you will need during your flight at least 48 hours prior to departure.

The following medical equipment is not included in restrictions however if you are to use such equipment please inform us about your equipment/device before your flight taking into account abovementioned considerations:

Medical ventilation device (air cleaning device)
Respirator (respiration device)
POC (Portable Oxygen Concentrator)
Oxygen bottle (maximum 5 kg and 3 bottles in total)
Dry ice (maximum 2,5 kg per person) (used for keeping medical materials cold)
Special transportation containers cooled by means of liquid nitrogen (used for keeping medical materials cold.)
Portable medical devices on battery (following and similar)

1. CPAP (Continuous Positive Airway Pressure: device that is used for keeping upper respiratory tract open)
2. AED (Automated External Defibrillators)
3. Nebulizer
4. Sleep Apnea Device
5. Dialysis Device

In order to carry your assisting equipments in our aircraft, the dimensions of your equipment must not exceed 84 x 120 cm.

We can’t admit following devices in our flights due to safety rules:

Wheelchairs operated by liquid power supply (WCHBW) – due to liquid battery
Systems operated by liquid oxygen (such as liquid oxygen bottle)

Passengers That Should Travel with an Accompanying Person

Passengers That Should Travel with an Accompanying Person

It makes us happy to fulfill the demands of our disabled passengers or passengers with reduced mobility during their journeys. However, there may be cases that we may not be able to answer your requests. We would like to inform you that following passengers should definitely travel with an accompanying person:

Deaf and Blind passengers
Psychosis patients flying alone
Passengers that are too psychologically, mentally or physically disabled to understand and/or implement safety information provided before the flight
The passengers that can not fasten and unfasten their safety belts themselves, use the oxygen mask that will drop in case of loss of cabin pressure from overhead bins and put on the life jacket when necessary
Any passenger that needs any personal care, medicine taking, eating or child care.

If you need assistance on these issues during your flight, we would like to remind you that you will need to travel with an accompanying person that will assist you.

Passengers Excluded From Transportation

Passengers Excluded From Transportation

Regarding to the safety rules we are not able to accept the passengers below to our SunExpress flights.

Passengers with a contagious/ infectious disease e.g. open tuberculosis, infectious hepatitis (type A and E only), scarlet fever, diphtheria, chicken pox etc (unless the medical clearance states clearly that the “infectious period” is over).
Passengers who require a pneumatically/ electrically operated apparatus during the flight.
Passengers in coma.
Passengers requiring transportation on a special stretcher
Passengers with plaster cast which prevents the passenger to bend his/her arm/s and/or leg/s so as to sit in a normal position or would apparently restrict the seating comfort of other passengers next to him, unless such handicap can be avoided with the booking of a second seat, chargeable to the passenger. Also the passenger must be able to fasten his/her belt when seated.

Services at the Airport

Services at the Airport

We always do our best to provide all services you request before your flight according to your disability status. Please inform us about the type of assistance you need at least 48 hours prior to your flight so that we can ensure a smooth service and your comfort at the airport. To do this, kindly contact us via the channel in which you purchased your ticket or call our Customer Service Center.

Please be advised of the following:

all service requests are evaluated according to the limits of our aircraft
you may be asked to present a medical certificate and other relevant documentation
the carriage of your mobility aids (including power supply vehicles) is free of charge. It will be labelled separately and transported safely
we can also greet you at the terminal entrance upon request

Kindly bear in mind that if you arrive at the airport on the day of the flight without a prior reservation, a wheelchair service can only be offered if sufficient capacity and resources are available, both at the airport and on the aircraft.

Please arrive at our check-in counter at least 2 hours before the scheduled flight time so that we can provide you with the best possible service and have sufficient time to complete boarding comfortably and punctually.

We would also like to remind you that delays and disruptions may occur in meeting service requests made under 2 hours.

Services During Boarding

Services During Boarding

We try to receive you onboard before other passengers so that you can access your seats onboard easily and comfortably.
Our cabin crew greets you and introduces themselve at the gate of the aircraft. They will do their best in order to seat you and meet your demands. They will be responsible for placing your baggage in overhead bins upon your approval and give them back to you on your request.

Service During the Flight

Service during the flight

We provide services as follows in order to make sure that you spend a joyful and comfortable journey:

You will be informed about onboard safety rules according to your disability status. Please read “Services for Visually Impaired Passengers” and “Services for Hearing Impaired Passengers” sections for more information.
Maximum effort will be spent by cabin crew so that visually impaired passengers know our crew as well as the safety rules about the aircraft.
If you are seated in the emergency exit rows during check-in, our cabin crew will help you for changing your seat due to safety rules.
Our cabin crew cannot lift or carry you. In case a passenger requires an on-board-wheelchair, please contact the SunExpress Call Center at least 48h before your flight’s departure in order to ensure a barrier free journey.
Cabin crew may assist disabled passengers and passengers with reduced mobility for going to and returning from WC, by informing the passenger about the lavatory chime, the faucet and flush buttons. Visually impaired passengers are provided guidance through the aisle to and/ or from their seats, helping them feel the door handle and lock pin, as well as the lavatory chime, the faucet and flush buttons.
Cabin crew may help with any further assistance formulated by the passenger with reduced mobility, as long as it does not include carrying heavy bags or the passenger.
We would like to remind you that personal care, medicine taking, feeding or child care/assistance will not be provided by cabin crew.
Our cabin crew will do their best in order to evacuate in case of an emergency. For more information, please read “Emergencies” section.
Our cabin crew can open the packages and serve upon your request during food and beverage service for the visually impaired passengers.
Your ideas and opinions count. Visually impaired passengers can share their ideas and suggestions with us using the Braille alphabet form in our aircrafts. You can hand the filled forms to our cabin crew. Our cabin crew will submit the forms to us as soon as possible. Our visually impaired passengers that cannot read Braille alphabet can leave their names and contact information to cabin crew and request us to call them back. In the direction of your ideas and suggestions, we will provide feedback as soon as possible after having received the forms and requests.

Services Provided for Visually Impaired Passengers

Services Provided for Visually Impaired Passengers

The visually impaired passengers are given priority to take their seats on the aircraft together with their accompanying person and/or ground services staff. You will be greeted by the cabin crew at the gate of the aircraft. Our cabin crew will introduce herself/himself and accompany you until your seat. If you have hand baggage, she/he will help you placing your baggage on overhead bins.

We also distribute safety cards with Braille alphabet in order to convey the safety rules inside the aircraft for our visually impaired passengers and convey safety rules in practice with the help of our cabin crew. Thus, you will be informed about how to access the equipment you need in case of emergency. Safety information will be handed to you to be present during the flight.

If you can’t read Braille alphabet, our cabin crew will convey safety rules to you verbally and in practice.

Services Provided for Hearing Impaired Passengers

Services Provided for Hearing Impaired Passengers

Hearing impaired passengers will be given priority to take their seats on the aircraft together with their accompanying person and/or ground services staff. You will be greeted by the cabin crew at the gate of the aircraft. Our cabin crew will introduce herself/himself and accompany you until your seat. If you have hand baggage, she/he will help you placing your baggage on overhead bins upon your request.

We show subtitled movies in order to convey safety rules to you. Moreover, you can find the cards showing safety instructions in the pocket or back of the seat in front of you.

In cases that video system is out of service, safety video will not be displayed. For that reason, our cabin crew will convey information to you using manual display and/or announcement book.

Cabin crew will also contact you in writing by means of notepads when necessary for better communication.

Guide Dogs

Guide Dogs

The trained guide dogs that are certified to belong to our blind or deaf passengers are transported in the cargo hold (AVIH) or in the passenger cabin for free. Guide dogs can travel next to you outside the cage within the cabin. It is the responsibility of our valuable customers to present rabies vaccination report, passport and other vaccination documents, if any, as well as the permit certificate obtained from the Ministry of Agriculture and Rural Affairs if it is a Turkey originated dog or all other documents related to the destination country.

We kindly request you to make your special reservations for carriage of guide dogs at least 48 hours before your flight. We recommend you to use dog muzzle during your flight.

We would like to remind you that we can admit maximum 2 guide dogs within the cabin in our flights.

Emotional Support Dog

Emotional dogs (travelling with the accompanied passenger), that are certified as ‘emotional dog’, are transported in the passenger cabin or in the cargo hold (AVIH) for free.
Emotional support dogs can travel in the cabin, with you, without a cage. It is the responsibility of our valuable customers to present rabies vaccination report, passport and other vaccination documents, if any, as well as the permit certificate obtained from the Ministry of Agriculture and Rural Affairs if it is a Turkey originated dog or all other documents related to the destination country.
If you are accompanied by an emotional support or psychiatric service dog, then in addition to the above requirements, you will need to provide certification from a licensed mental health professional (Doctor). The certificate must be on that professional’s letterhead, signed and not older than one year from the date of the scheduled flight.
We kindly request you to make your special reservations for carriage of emotional support dogs at latest 3 working days before your flight.

Emergencies

Emergencies

We provide information about safety rules onboard as well as things to do in case of emergency as SunExpress by means of following methods:

Safety information before flight (video film and/or cabin crew demonstration)
Safety card prepared with Braille alphabet for visually impaired passengers
Announcements by cabin crew
Cards showing the safety instructions in pockets or back of the seat in front of you.

Cabin crew will help you in case of an emergency during flight.
Please listen/watch any instruction by cabin crew in case of an emergency and follow the instructions.

If you are travelling alone, you need to fulfill following requirements in case of an emergency:

Fastening and unfastening safety belt
Using the oxygen mask that will drop from overhead panel in case of sudden loss of pressure
Putting on the life jacket

We would like to remind you that someone should accompany you in order to help you if you need help.

Services after the flight

Services after the flight

We continue our services as per the requests of our disabled guests or passengers with reduced mobility at the end of the flight too.
In order to make it easier for you to leave the aircraft, we will help you exit after all passengers have left the aircraft.

After the aircraft has reached the destination, the assisting equipment (wheelchair, etc.) in cargo hold will be returned to you at the gate of the aircraft.
We can accompany you to relevant passport control points in company with ground services officer in international flights. Ground services staff will help you collect your luggage and accompany you until the person and/or vehicle that will greet you outside the terminal.

Each airport has facilities to support disabled passengers and passengers with reduced mobility that request help before and after the flight.
Damages in your luggage and equipment will be compensated very fast and in priority. The compensation to be paid for the luggage and/or equipment that is damaged is determined according to international agreements. You can contact “Lost & Found Department” in case of loss or damage to the luggage. We would like to remind you that “applications” should be immediately sent to SunExpress in writing. You can access information about guarantee and compensation for lost and found luggage from “General Carriage Rules”

Contact information

Contact information

Please contact relevant airport for your inquiries and opinions about assistance provided to you in airports.

If you have any question regarding your ticket or reservation, please contact Customer Service Center.

As SunExpress, our objective is to provide you higher quality and faster service. Your satisfaction is very important for us. For this reason, your each opinion is extremely valuable for us. You can send your suggestions, requests and claims about SunExpress through “here” by becoming a member of “Customer Services” or not.

THANK YOU FOR CHOOSING SUNEXPRESS.