Terms & Conditions
SunExpress’s PASSENGER, BAGGAGE TERMS & CONDITIONS
Scope of application
These Terms and Conditions apply to any air transport contracts with SunExpress being the contracting carrier.
On some services , we have arrangements with other carriers known as “Code Shares”. This means that even if you have a reservation with us and hold a ticket where our name or airline designator code (XQ) is indicated as the carrier, another carrier may operate the aircraft. If in case of a Code Share flight XQ is indicated as the carrier these Terms and Conditions will apply to such transportation. In cases in which other carriers than XQ will operate the flight , we will inform you as soon as possible as to which airline will be actually providing carriage.
Payment
All fares confirmed in the booking are valid only for the confirmed time, place of departure and destination for the person named in the booking confirmation. Full payment is due when the booking is completed. Flights booked via phone or on the Internet via our website can be paid for by credit card (Master Card, Visa). The entire ticket price will be charged immediately.
Bookings can also be paid with Debit Card and with SOFORT Banking. SOFORT Banking is faster than a normal bank transfer and is done in real-time . Your banking transfer is being secured by SOFORT Banking.
In case of non or late payment (default ), we are entitled to charge interest on arrears. In cases of return debits ( meaning the amount charged by SunExpress is charged back in full or in part or is claimed otherwise) a return debit fee of 10.- € per booking is due and payable, if the passenger is not able to verify, that there is not a marginal or no claim originated for SunExpress.
SunExpress is entitled to cancel the contract and to claim compensation relating to the escape clauses mentioned below in cases of notice of default without payment. Setting a deadline is not required if departure will be imminent so that setting a deadline would be impracticable. In such cases, we are entitled to cancel the contract immediately and to deny carriage.
Payments done with some corporate/business/commercial credit cards and any currency other than Turkish Lira might have surcharges. Total amount to be paid will be stated separately in the payment area if these cards are used.
Fares
Fares apply only for carriage from the airport of departure to the airport at the point of destination. Applicable taxes, fees and charges imposed by the government or other authority, or by the operator of an airport, shall be payable by you. At the time you purchase the ticket, you will be advised of taxes, fees and charges not included in the fare. If there is an increase in taxes, fees or charges after the ticket has already been issued, you will be obliged to pay that particular tax, fee or charge.
Seat reservations
As far as international flights are concerned SunExpress accepts seat reservations up to 72 hours before scheduled departure at the latest. Sundays and bank holidays are not to be considered as far as the counting is concerned. For the handling of a seat reservation, a fee is charged. We offer that kind of service only on SunExpress aircraft and on SunExpress flights with the SunExpress airline designator code. Please ask for the effective costs and conditions or find them at www.sunexpress.com
Please note that the following category of persons is not allowed to sit at emergency exits because of security restrictions;
- Infants (under age 2) and children (under the age of 14)
- Expectant mothers
- Persons carrying animals in the cabin
- Physically or mentally disabled passengers
- Passengers with reduced mobility (e.g. due to body measurements,
illness or old age) - Passengers hindered from moving fast due to body mass, weight, illness or age or not supposed to fasten an additional seat belt for any reason
- Passengers who are not able to understand the instructions of the cabin crew (in Turkish, German or English)
- Passengers who are not able to decide on her/his own about opening of the emergency exit and initiate an evacuation if the cabin crew is incapable of acting
- Passengers who are traveling with a passenger who is dependent on assistance in an emergency situation (e. g. toddler/child, persons with limited mobility)
- Passengers who have been deported forcibly (deportees) /or will be refused entry or detained as prisoners.
By making reservations for seats at the emergency exits you confirm that none of these criteria apply to your reservation(s). If not, we may assign another seat without reimbursement of the reservation fee.
In cases where the assignment of another seat is impossible despite exhausting all possibilities SunExpress reserves the right to deny air transport.
Tickets & Pricing
- SunExpress will provide carriage only to the passenger named in the ticket. Tickets are non-transferable. Provided that you are not traveling by electronic ticket, you only qualify for transportation on presentation of a valid ticket. If you are traveling by electronic ticket you will only qualify for transportation on presentation of a valid identity card or passport and coupon storage in the reservation system.
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SunExpress ticket pricing may change dynamically depending on various factors such as date, capacity, exchange rate, and differences in fare class. SunExpress accepts no commitment or liability for dynamic changes in the fare.
No-show, Cancellation
You have the right to cancel the contract for carriage at any time in your own interests, we strongly recommend that you issue a notice of cancellation in writing, quoting your booking reference number. A no-show will be regarded as a cancellation.
In the event of cancellation, we shall be entitled to demand the agreed payment. We will take due account, however, of any expenditure which we normally save as a result of any cancellation of the contract or through reallocation.
The amount due to us shall be based on the cost of carriage. The following cancellation fees will be payable per passenger and shall be rounded up to the next full Euro. You have the right to provide us with evidence that no losses have been incurred or that the loss is substantially lower. The calculation is based on the price of the relevant flight minus the Service Charge (TSC). The Service Charge cannot be refunded.
More information about our cancellation rules can be found here.
Rebooking flights
If you wish to change your flight from an originally higher-cost fare flight to a lower-cost flight, the fare for the original flight will generally still apply. If you wish to rebook onto a higher-cost fare flight, you will generally be obliged to pay immediately and in full the difference in price to any higher fare at the time of rebooking (flight fare on the day of rebooking). The SunLight fare cannot be upgraded to a higher-cost fare.
If you make any changes to your flight date, destination or named airport of departure after booking your flight/s but prior to departure, the following rebooking fees will be payable per passenger, calculated on the basis of the flight fare; fees are rounded up to the nearest euro.
More information about our rebooking rules can be found here.
Name changes and replacement passengers
It is not possible to change the name of a passenger registered to an existing SunExpress reservation or carry a substitute passenger on board SunExpress flights. In order to prevent any inconvenience that may arise due to typographical errors during booking, passengers can request to change a maximum of 3 letters of their names.
Check-in
Unless otherwise instructed you are committed to being at the Check-in counter two (2) hours before scheduled departure. As far as domestic flights within Turkish borders are concerned and unless otherwise instructed, you are committed to be at the check-in counter 90 minutes before scheduled departure. Please schedule your arrival at the airport with enough time to adhere to the Check-in deadline. Furthermore, you are committed to be present at the gate for boarding no later than the time provided. SunExpress reserves the right to cancel your booking or deny boarding if you do not show up in time for Check-in or at the gate. SunExpress will not accept liability for damages and expenses you suffered because of any breach of the provisions mentioned above.
Please note that for international flights, passengers will have the option of checking in online free of charge or checking in at the airport for a fee of 5.00 € per passenger and route. By pre-booking our “Airport Check-in” service, our passengers can benefit from a reduced fee of 2.99 € per passenger and route.
Checking in at the airport for an international flight is free of charge under the following circumstances:
- at departure airports where online check-in is not yet available
- for passengers who have booked SunPriority or SunPremium, both of which include free Airport Check-in
- for children between 5 and 12 years of age who are traveling alone (Unaccompanied Minors)
- for passengers with reduced mobility and / or who require special services at the airport
- for passengers who are traveling with a pet in the cabin
- for interline and code-share passengers
If you have booked with a tour operator, please check with your tour operator if the airport check-in fee is already included in your fare.
More information regarding check-in options, availability (both online and at the airport check-in counters) and boarding pass requirements can be found here.
Conduct aboard aircraft
If your behavior on board is such that you endanger the aircraft, persons or items on board or that you prevent the crew from carrying out their duties or that you fail to follow the crew´s instructions, including those regarding smoking, drug or alcohol consumption or if you cause trouble or injury to other passengers or the crew, SunExpress reserves the right to prevent your behavior with every necessary and appropriate measure and to deny further transport as specified below.
Restriction/refusal of carriage
SunExpress is entitled to refuse carriage, subsequent carriage or cancel carriage ahead of schedule of passengers or their luggage if one or more of the following occurs:
In terms of passengers;
- carriage of passengers would violate applicable law, regulations or requirements of the country they are departing from, going to or flying over
- carriage of passengers would impair the safety, order or health of other passengers or crew or would cause an unreasonable burden
- possession of weapons of any kind including but not limited to (a) firearms, cutting or thrusting weapons as well as spraying devices used for attacking or defense (b) ammunition or explosive substances (c) items that appear to be weapons, ammunition or explosive substances that have not been notified by the passenger before check-in. The carriage of those items might be acceptable as long as they are carried as cargo or checked baggage in accordance with the regulations governing the carriage of dangerous goods. This does not apply to police officers that are required to carry service weapons in order to manage their duties. Before departure, these passengers are committed to hand over service weapons to the captain.
- the mental or physical condition of the passenger, including derogation caused by alcohol or drugs would cause a danger or risk for the passenger himself, other passengers, crew or items
- the passenger refuses security checks
- the passenger has not paid the valid fare, any due taxes or other charges and fees, including any such debts for previous flights
- the passenger is not in possession of all relevant documents required for departure/entry of the country of destination, does not carry valid travel documents or destroys these documents during the flight or refuses to hand over these documents to the crew against receipt despite request
- the passenger infringed rules to a not inconsiderable extent on an earlier flight and there is reason to believe that such conduct may be repeated
- the passenger in need of special care because of a medical condition, disability or other reason does not register for special care within a period of two (2) business days (48 hours) before departure
- for safety reasons SunExpress will not provide carriage to expectant mothers within the final four (4) weeks prior to birth. For your own safety, we would like to point out that air transport as of the 36th week of pregnancy is a considerable risk for yourself and your baby.
- if fraudulent activities are suspected and/or detected by SunExpress or the acquirer bank, SunExpress is entitled to cancel the affected booking or further reserve the right to define the way of collecting the total booking amount.
In terms of baggage;
- your baggage includes items that are suitable for endangering the aircraft or persons or property aboard aircraft, such as those specified in the ICAO or IATA Dangerous Goods Regulations, which are available from us or any authorized agent.
- this particularly includes explosives, ammunition, fireworks, flares, gases, flammable/ non-flammable/ deep frozen/ and toxic liquids such as camping gas, aerosols, lighter gas and lighter fuel, paints and thinners, flammable solids such as matches and other highly flammable materials (lighters).
- Self-igniting substances, substances which develop combustible gases upon contact with water, oxidizing substances such as bleaching agents and peroxides, toxic substances, pathogenic agents as well as radioactive materials.
- acrid substances (e.g. mercury in alcohol-mercury thermometers), acids (alkalis, battery fluid), magnetizing substances, all kinds of liquids and hazardous goods listed in the IATA Dangerous Goods Regulations.
- carriage of items that are prohibited by applicable laws, regulations or orders of any state to be flown from, to or over.
- carriage of items that are dangerous, unsafe or not suitable for carriage because of their weight, size or perishable or fragile nature or particular sensitivity. Further information is available from any authorized agent.
If your checked baggage includes any of those items, materials or substances mentioned above, these items, materials or substances will be removed. This requires your baggage to be opened in order to remove the item, material or substance of risk.
Baggage
Within the scope of the air-transport contract, you are entitled to carry along a certain amount of baggage free of charge. The limits are to be derived from the ticket and the invitation to bid that has been the basis of your offer for the conclusion of the contract concerning. An extra charge applies for additional, overweight and/or oversized pieces. Please be aware that very item of luggage must not be heavier than 32 kg. Please keep in mind that your baggage might be checked at check-in. SunExpress will not accept any pointed or sharp items in passengers’ carry-on baggage (e.g. knives, scissors or manicure sets). These kinds of items have to be carried in passengers’ checked baggage.
SunExpress will not accept any liability or responsibility for safekeeping for items being rejected at the security checks.
Your checked/hold baggage may be opened by authorities for security reasons. If it is locked, SunExpress shall not be held responsible for any damages which may occur.
Carry-on baggage
Your carry-on baggage allowance depends on your booked fare. If you have booked SunLight, you are allowed to bring one (1) small piece of carry-on baggage (hand baggage) up to four (4) kg (max. measurements: 40cmx30cmx20cm) free of charge. If you have booked SunEco/SunClassic/SunPremium or SunValue, SunEco+, or SunComfort for a flight departing on or after March 30, 2024, you are allowed to bring one piece of carry-on baggage up to 8 kg at no additional cost. The maximum dimensions for your carry-on are 55 cm x 40 cm x 20 cm. Non-adherence to the maximum weight or maximum dimension is subject to an excess hand baggage fee of € 80.00 payable before boarding. For flights departing from UK the fee amounts to 80 £. Otherwise, SunExpress has the right not to accept the passenger on the flight.
According to Regulation (EC) No. 1546/2006 all passengers departing from airports in the European Union and Switzerland (including connecting flights) are only allowed to transport liquids, pressurized containers, pastes, lotions and other gel-like substances up to a maximum amount of 100 ml per item in their carry-on baggage. Essential is the maximum filling amount printed on the container. All of these single containers must be packed in one (1) transparent, re-sealable plastic bag with capacity not greater than one (1) liter and will be checked. Only one (1) plastic bag per passenger is allowed. Special rules apply to prescribed medication and baby food. Some Non-EU states have adopted these or similar regulations. Further information is available from us and our authorized agents.
You do not have any claim for transportation as far as items are concerned that do not match the requirements mentioned above and that are not suitable for transportation in the cargo hold (e.g. sensitive musical instruments). These kinds of items will only be accepted for carriage if we have been notified in advance and if we have approved them for carriage. A fee is required for the carriage of these special items. Unless SunExpress agrees to a fee required contract of deposit, we do not accept any liability for baggage left behind at the Check-in counter or gate.
For safety reasons, Samsung Galaxy Note 7 mobile telephones are currently not allowed to be used on any aircraft. This means that the telephone must be completely switched off and it is not allowed to be charged on board.
Checked baggage
Checked baggage must not include:
- money, jewelery, precious metal, cameras, mobile phones, electronic devices (e.g. laptops or personal computers), business papers
- identity cards, passports or other identification papers, samples and valuables, meaning items worth more than € 300,– (the cost price is the critical factor), except for clothing.
With reference to Article 20 of the Convention for the Unification of Certain Rules for International Carriage by Air (Montreal, 28 May 1999) and Article 20 and 21 of the Warsaw Convention, SunExpress will not accept any liability for damages to or loss of items being wrongfully carried in the checked baggage. The same is true of consequential and indirect damages.
Special baggage
A fee is charged for the carriage of special baggage. Sports equipment e.g. bicycles, bodyboards, surfboards etc. in particular are deemed to be special baggage. The same is true of animals. We would like to point out that the national regulations and the IATA Live Animals Regulations will be applied. Animals must be transported in a suitable, solid, leak-proof and escape-proof container as stated in the IATA Live Animals Regulations. For safety reasons and limitation of aircrafts hold capacity the passenger has to apply in advance, with our reconfirmation, for carriage of animals. The passenger is responsible for all documents required for the animal to enter the country of destination. SunExpress reserves the right to deny carriage of animals in any case of noncompliance.
Liability and time limitation
The Montreal Convention or the Warsaw Convention may be applicable to your carriage and these Conventions govern and may limit the liability of air carriers for death or injuries of passengers, for loss of or damage to baggage and for delay.
Where the Montreal Convention applies, the limits of liability are as follows:
1. There are no financial limits for passengers ´ injury or death. For damages up to 100.000 SDR (approximately € 122.000,–) the air carrier reserves the right to prove that the damage was caused or contributed to by the negligence or other wrongful act or omission of the person claiming compensation, or the person from whom he or she derives his or her rights. The air carrier will be wholly or partly exonerated from its liability to the claimant to the extent that such negligence or wrongful act or omission caused or contributed to the damage (Art. 20).
Above that amount the air carrier can defend itself against a claim by proving that the damage was not due to the negligence or other wrongful act or omission of the carrier or its servants or agents or was solely due to the negligence or other wrongful act or omission of a third party. The air carrier will make an advanced payment to cover immediate economic needs.
2. In case of destruction, loss of, damage to or delay of baggage up to 1.131 SDR (approximately € 1.220,–) unless the interest in delivery is higher than the limit mentioned above and the passenger informed the air carrier at Check-in and paid the supplementary fee or ensured that the baggage is fully insured.
3. In case of damages caused by delay up to 4.150 SDR (approximately € 5.100,–).
Where the Warsaw Convention applies, the limits of liability are as follows:
1. 250.000 Poincare Francs (approximately € 27.400,–) as far as the Hague Protocol is applicable and 125.000 Poincare Francs (approximately € 13.700,–) as far as the Warsaw Convention is applicable.
2. 250,– Poincare Francs (€ 27,35) per kg for destruction, loss of, damage to or delay of checked baggage and 5.000,– Poincare Francs (€ 547,–) for unchecked baggage. A passenger can benefit from a higher liability limit by paying a supplementary fee for a special declaration.
Time limitation: Any action in court to claim damages must be brought within two (2) years from the date of arrival of the aircraft, or from the date on which the aircraft ought to have arrived.
SunExpress will not accept any liability for damages occurring because of the removal of items, materials or substances out of your baggage. This does not apply to cases of malice or gross negligence.
Flight schedules and times of departure
Times of departure published in flight schedules may change between the date of publication and the date of booking or departure. They are not an integral part of our contract.
Before accepting your booking we will communicate the scheduled time of departure in effect. Please keep in mind that SunExpress does not guarantee set hours for departure but air transport during the day of operation that you have booked. SunExpress will provide passengers with definite times of departure as soon as possible.
SunExpress will endeavor to reduce any changes in times of departure to a minimum and to inform passengers as soon as possible. Due to operational reasons even provided times may change to a certain extent.
SunExpress reserves the right to change the aircraft or delegate air transport to a third party either halfway or in full. SunExpress will still be responsible for your carriage even though delegating air transport to another carrier. In case of delegation to another carrier we will inform about the change as soon as possible meaning during boarding at the latest. The blacklist of all carriers that are not allowed to deliver air transport is obtainable by the relevant National Enforcement Bodies (NEB) such as the French DGAC and the Air Transport User Council or Civil Aviation Authority for the United Kingdom.
Electronic devices
The unauthorized operation of electronic equipment, including, but not limited to, mobile phones, laptops, PDAs, CD Players, electronic games or transmitting devices, radio -controlled toys and Walkie-Talkies aboard the aircraft is prohibited and may be subject to criminal prosecution. Pacemakers and hearing aids are excluded.
Non-smoking flights
All SunExpress flights are non-smoking flights, meaning that smoking is prohibited in all areas aboard aircraft and during your whole stay on board.
Relevant documents
You are obliged and responsible for obtaining all required, relevant documents and visas and for complying with all laws, regulations, orders, demands and requirements of countries to be flown from, into or over. SunExpress will not accept any liability for consequences resulting from your failure to obtain such documents or for your failure to follow rules and instructions.
It is your obligation to exhibit and permit copying all documents relevant for entering and/or leaving the particular country, health certificates or other important papers that are required by law, regulation, order, demand or other requirements of that country. We reserve the right to deny carriage in cases of noncompliance with prevailing provisions or incompleteness of documents. SunExpress will not accept any liability for losses or expenses resulting from failure to comply with these provisions.
Violation of conditions of entry and consequences
If you are denied entry into a country, you will be held liable for any fine imposed against SunExpress by the relevant country. If you are refused entry into a country (final destination or transit) and in case of adjudication of authorities to do so, we will carry you back to the place of your departure or any other place. You are committed to pay the applicable fare for that particular flight. As far as the payment of that particular fare is concerned, we may apply the funds you have paid for parts of the journey not made or any of your funds we are in possession of. We will not refund the pro rata fare collected for parts of your journey to the point of refusal of entry or deportation. If we are committed to pay any fine or deposit or have to bear expenses by reason of your failure to comply with laws, regulations, orders, demands or other requirements of the countries concerned, you will have to reimburse the amount of money that we advanced on loan. To cover such expenses , we are entitled to use the value of any unused carriage on our ticket or any of your funds we are in possession of. Fines vary from country to country and may be higher than the fare you have paid.
Voucher
Terms of use:
- The voucher is valid for 4 years from the date of issue and is provided for use in the form of a code.
- It can be redeemed against flights and services a) online at sunexpress.com or via SunExpress mobile application during the payment stage, b) being sold by connected direct travel agencies or c) made via our Customer Service Center (Contact numbers can be found here).
- The voucher is valid for all XQ flights and SunExpress services (discounted upgrade bundles, XLeg seats, Premium meals, additional luggage etc.) that can be pre-booked on sunexpress.com. It cannot be used for services that are provided by third parties or that can only be purchased on-board such as duty-free, in-flight entertainment and food and beverages. Pre-order duty-free is also excluded.
- The voucher’s recipient may redeem the gift certificate multiple times until the available balance is zero or until the specified end date has expired.
- If necessary, where the balance is insufficient for a purchase, the amount remaining may be topped up with a credit card.
- The voucher can be used by the recipient to purchase flights and services for people other than the recipient.
- The voucher cannot be redeemed against SunExpress flights and services sold by tour operators and other third parties.
- SunExpress does not accept responsibility for stolen or lost vouchers. We recommended not to divulge the voucher code to others, as when the code is revealed, anyone can use it to make bookings.
- The voucher cannot be paid out in cash. Furthermore, when the entitlement to payment is selected and made use of in the form of a voucher, then the return and exchange of said voucher is no longer possible.
Data protection
You accept that you have provided SunExpress with your private data for the following purposes: the booking process itself and as the case may be the booking of auxiliary services (also third parties), handling as far as conditions of entry are concerned and conveyance to the relevant authorities that are involved in processing your flight. You authorize SunExpress to pass on the data to our offices, empowered agents, domestic and foreign authorities, other airlines or persons rendering services mentioned above in order to execute in a proper way.
Travel insurance
The ticket fares do not include travel cancellation insurance. We strongly recommend that you consider adding the available insurance options while booking your flight. In case of an insured event, it is your obligation to inform the insurer in writing immediately. SunExpress will not be involved in the claim settlement process.
Rail&Fly
It is your responsibility to arrive at the airport on time; please select your train connections accordingly. Rail&Fly is bookable up to 72 hours prior to departure and for international flights from/to Germany, selected destinations in Switzerland, Austria, the Netherlands and Brussels SunExpress is only the agent for the train transportation and therefore not liable for this service. In case of train irregularities, please contact Deutsche Bahn directly. If canceled up to 48 hours before the flight’s departure, the Rail&Fly ticket will be refunded. Rail&Fly tickets are non-transferable and only valid together with the flight ticket and ID card / passport.
SunExpress your benefits
SunExpress your benefits is the name of the loyalty program offered by Güneş Ekspres Havacılık A.Ş. It has been designed by SunExpress to reward their loyal passengers.
SunExpress is the only authority and organizer of the Program, designed to reward its participants, i.e., SunExpress’s most loyal customers, with a wide range of promotional offers, as a token of appreciation for their loyalty and trust in the brand. SunExpress reserves the right to include other airlines and/or service provider companies in the Program (such as hotel, car rental companies, online stores, etc.) and allow earning/redeeming Points through the services provided by such companies.
In this statement of General Terms and Conditions statement, specific conditions are outlined for earning and redeeming points. SunExpress reserves the right to modify these General Terms and Conditions at any time without any notice or liability. By applying for membership in the Program, customers, without prejudice to any existing and future agreements with SunExpress, enter into a contractual agreement with SunExpress as defined in these General Terms and Conditions and any subsequent additions and/or amendments thereto.
Starting from June 3rd, 2024, a new method of earning Points on SunExpress flights and additional services will be introduced. For every 1 € spent, airline customers will earn 1 Point. This new system replaces the existing accumulation scheme of “Fly 10 times and get 1 free” and Point collection through booking extras such as seat reservations or extra baggage. The old application will be terminated on the 3rd of June 2024.
If a passenger has booked a flight before June 3rd 2024 with a flight date after June 3rd 2024, they will accrue Points as per the new accumulation scheme.
If they are a tier member, they will earn additional Points based on their tier.
SunExpress encourages its passengers to explore the exclusive benefits of our new tier structure and Points accumulation method.
Starting June 3rd 2024, redeeming Points will be simpler than ever. No need to worry about accumulating millions of Points to redeem for a flight and still paying taxes on top. Now, Points can be partially redeemed for the total basket value during booking, including taxes, with 1°P = 0.01€.
There are terms and conditions defined for earning your benefits Points for purchases made through SunExpress’s sales channels.
- Program: This refers to the loyalty and recognition program provided by SunExpress Airlines to retain its passengers.
- These terms and conditions outline the set of rules and regulations concerning the a forementioned program and SunExpress reserves the right to amend these rules at any time by communicating these changes through its communication channels.
- Euro is the only currency used for calculating points. If a transaction occurs in another currency, it would be converted into Euro according to the exchange rate published by the Central Bank of the Republic of Türkiye.
The exchange rate will be applied for calculating accrual rules based on the booking date.
- New Points: This refers to the currency or the unit of measurement used in the Program.
- Member: This term denotes a person who voluntarily participates in the Program by adhering to and accepting the term and conditions of the Program.
- Earning Points by booking flights: Under the SunExpress your benefits program, Points will be credited to a member’s account for flight bookings made through SunExpress’s Business to Customer sales channels and paid for with cash/credit, card/debit, card/others (excluding Points), provided that the member completes the flight. In other words, once SunExpress Airlines registers the flight status as “flown” or “closed”.
- Earning Points by booking travel complements: Under the SunExpress your benefits program, Points will be credited to a member’s accounts for booking SunExpress’s additional products and services paid for with cash/credit, card/debit, card/others (excluding Points). Travel complements that are eligible for earning Points may include seat selection, SunFare bundles, additional baggage or transportation of sport equipment, among others.
- Earning Points by booking flights via tour operator or travel agency: Within the SunExpress your benefits program, members will receive a fixed number of Points credited to their accounts for flight bookings made through a tour operator or travel agency. In this case, the “1 Points per 1€ spent” rule does not apply. However, additional services booked through SunExpress’s sales channels may still qualify the member for regular Points accrual.
- SunExpress your benefits tiers: These are levels achieved through segments flown or the number of transactions with other partners, which may offer additional benefits on all flights or expand the range of existing travel complements.
- Amount paid for accumulation calculation: This refers to the total amount paid by the member in the form of cash/credit, card/debit, card/others (excluding Points). This amount includes taxes, surcharges and the airfare (cost of the air ticket purchased by SunExpress Airlines)
- Membership ID number: This is the personal code assigned to the member by the system. The ID number begins with the initials “XQ” which is followed by a numeric code.
Program registration is open to any individual aged two (2) years and above who permanently resides in a country which the Program is applicable and permitted by law, and who is legally capable, according to their personal status, of becoming a member of the Program. The parental or guardian consent is required for members under 16 years of age and membership is not valid for any form of legal entity or company, including sole trader enterprises. Legal entities groups or associations are not eligible for membership.
Customers who apply for and are approved for the Program (the “Members”) can start utilizing the benefits and the rewards of the Program from the time of Registration. Participation in the Program or any benefits earned hereunder cannot be transferred or assigned to any third party.
As a Program Member, you can earn and redeem Points. Points can be earned through transactions within the Program’s Partner network. The collected points can be used as a form of payment when booking a new flight. More information about the earning and redeeming options can be found in sections 2.8 and 2.13 of these General Terms and Conditions.
A special benefit for families is the option to create a Family Account. The member who creates the Family Account, knownas the “Head”, can invite up to eight (8) Members to join the account. Members will be able to collect Points together and reach their desired benefits faster.
SunExpress your benefits also offer promotions for limited periods, allowing Members to earn more Points. By continuously adding new collaborative program partners, SunExpress continually provides more opportunities for our passengers to earn Points.
2.3 Children’s participation in an account
Children between the ages of two and 16 can only become SunExpress your benefits member with permission from their parent or guardian.
The parent or guardian can create a SunExpress your benefits account for their child only within the framework of a family account by using their e-mail address. By accepting these General Terms & Conditions, the person adding a child under 16 years of age to a family account confirms that they are the custodial parent or legal guardian of the child and have the legal authority to create and manage a SunExpress your benefits account for the child.
When a participating child turns 16, the holder of the Family Account can provide the child’s e-mail address through the portal. The child will then receive an email from SunExpress your benefits to set up their own password and create their own SunExpress your benefits account. If the child has not set up their own account by the age of 18 or if the Head of the Family Account has not provided the child’s email address, the child’s membership and all associated data will be deleted.
2.4 Eligibility for participation
To join the program, customers must register through SunExpress’s website or the SunExpress Mobile App, available on Apple Store and Google Play. To be eligible, customers must create a user profile by providing information such as their full name and a valid email address. Subject to their final acceptance into the Program by SunExpress, membership begins upon completing and submitting the online application form and accepting and acknowledging the SunExpress your benefits General Terms and Conditions, which can only be done online on the SunExpress your benefits website.
After submitting the online registration form and accepting the General Terms and Conditions , customers will receive an activation e-mail. To confirm registration, customers must click on the activation link provided in the e-mail. The customer will then receive a welcome e-mail containing a personal membership number and confirming the approval of the application by SunExpress.
Membership will not be confirmed and Points will not be recognized until the membership form has been processed and the application has been approved by SunExpress. SunExpress has the right to reject any membership application without specifying a reason.
Each membership number is limited to one person and customers cannot have more than one user profile. Joint applications or multiple applications by the same person are not permitted. If a member is found to have actively registered more than once and has multiple accounts, SunExpress will recognize only one account. SunExpress reserves the right to credit or penalize the Points for duplicating accounts.
Participation in the Program is free of charge. There is no time limit for participation.
By accepting these General Terms and Conditions, the Member automatically agrees to receive written information from SunExpress as part of communication regarding the Program and any related services.
2.5 Cancellation of membership
Members may choose to close their account at any time, either online via their Member’s account or by contacting the SunExpress Customer Service Center. All Points and benefits associated with the closed account will be forfeited and membership will be terminated. Points earned may no longer be applicable. Closed accounts cannot be reactivated.
The General Terms and Conditions will continue to apply after cancellation to complete the membership process.
SunExpress may terminate the Program with two weeks’ prior notice without providing a reason.
In cases of fraud investigation, member accounts may be suspended. SunExpress reserves the right to terminate accounts and revoke all points and benefits of the member immediately in cases of proven fraud. SunExpress is entitled to terminate its contractual relationship with a member, may pursue legal action and ask for compensation without prior notification for the for the following reasons, but not limited to:
a) The Member acts contradictory to the rules set by these General Terms and Conditions indicated in the Program’s informative documents,
b) The Member provides substantially false information (e.g., details of flights flown) or takes advantage of the Program illegally,
c) The member aggravates, annoys, or engage in inappropriate behavior such as verbal or physical attacks toward the Program, the SunExpress staff or other passengers and members; disobey the staff instructions or damages the aircraft or crew property.
2.6 Transfer of Flights and Points to new Point currency
Without exception, all Flight counters and Points earned by Members from September 2018 until June 3rd 2024 at SunExpress will be fully transferred to the new SunExpress your benefits program Point currency. Each Domestic flight counter will be converted to 200 Points, each international Flight counter will be converted in 750 Points and 10 legacy Points will be converted to 25 Points. Hence, starting June 3rd 2024, all members will have Points in their account.
All SunExpress your benefits members will receive an email allowing them to re-register with the new Program and informing them about the current status of their free flights and Points.
2.7 Earning Points for completed or closed flights and travel complements
SunExpress your benefits members may earn Points for completed flights under the following circumstances:
- SunExpress your benefits members must provide their membership ID number when booking one or more flight segments operated by SunExpress Airlines through its , mobile app and other SunExpress sales channels.
- Members who book flights via a travel Agency or tour operator also need to provide their membership ID number when booking.
- Members may request retroactive accrual for flights with SunExpress Airlines within 3 months of the flight date.
- Points can only be earned if the SunExpress your benefits member flies according to the conditions of the booked flight.
- Members must retain a copy of their flight ticket and the travel complements for future inquiries.
2.8 Earning Points calculation for flights
Members will earn 1° Point per 1€ spent (or the equivalent in local currency) including airfares, taxes, surcharges, and travel complements. The currency exchange rate shall be that in effect on the day the flight ticket and/or travel complements are booked and paid for:
- The exchange rate to be used for Point calculation will be that entered into the SunExpress’s system and effective on the day of purchase. Prices will be rounded up to the nearest monetary value when calculating the number of Points.
- When sales are made in currencies other than Euro, such as Turkish lira, the exchange rate of the monetary value entered into the reservation system will be used.
- Travel complements purchased on SunExpress flights are eligible for earning Points based on monetary value spent. Additional accruals may occur according to the respective Tier.
- Points earned on flights can be credited to the member’s account from as early as 72 hours up to 3 months after the flight.
- Points that haven’t been used within 24 months since they have been credited will expire.
2.9 Exceptions to earning Points for purchases made on SunExpress flights
Points may not be earned under any of the following circumstances:
- Flights completed more than 90 calendar days after the member joins SunExpress your benefits
- When the registered name does not match that on the flight ticket
- Flights issued for SunExpress employees (Duty travel)
- MyID Travel bookings
- Flights cancelled or not boarded
2.10 Payment method for purchasing travel complements
Travel complements paid for in cash/credit, card/debit, card/others (except Points) are eligible for earning Points.
2.11 How to earn Points for purchasing travel complements with SunExpress
SunExpress your benefits members may earn Points for purchasing travel complements during a SunExpress flight as follows:
- Members must provide their membership ID number when booking one or more flight tickets for flights operated by SunExpress Airlines.
- Points may only be earned if the SunExpress your benefits member flies according to the conditions of the booked flight.
Members must retain a copy of their flight ticket and the travel complements fn case they need to
make any requests in the future.
2.12 Retrospective crediting of the Earned Points
Points are automatically credited to an account after each flight. If this does not happen, members can have their flights credited retrospectively. Points earned on flights can be credited to the member’s account from as early as 72 hours up to 3 months after the flight. To do so, the member must fill out a supplementary form on the Retro Claim page of the SunExpress your benefits . The name of the passenger to whom the ticket is issued must match the name of the Program Member registered with SunExpress your benefits. Retrospective Points crediting requests must be made within three (3) months following the flight or service concerned but can only occur at least 72 hours after the flight has been taken. If the system does not match the records, the Member will be asked to submit the necessary documentary evidence of the event (such as a copy of the ticket coupon and boarding pass) via e-mail. Requests made after three (3) months after the completion of the flight will not beaccepted and the documents will not be returned.
To utilize Points for the upcoming SunExpress flight, program members need to enure that they are logged into their account.
Members will have the opportunity to use the accrued Points as follows:
- Points will be available for redemption at any time and for any class of all flights available on the website or in SunExpress mobile pp.
- Point redemption will occur automatically by deducting the equivalent amount in the currency of the basket value purchased. If the Point balance does not cover the full basket value (full amount), members can partially pay the amount with Points and the remainder with other forms of payment. When using Point+Cash, the amount will first be deducted from the flight fare and then from the extras fee (SSR), with the remaining amount credited to the member.
- Travel complements, taxes and other applicable charges (including VAT) can be paid with Points.
- Points will first be converted into € and then into different currencies (if applicable) according to the respective exchange rate.
- Member will be able to view the redeemed Points and the amount ponding to the Points in the payment summary as well as on the account Point balance statement.
- In case of cancelations and/or refunds, SunExpress Airlines’s policies and processes apply provided that all necessary conditions are met.
Points cannot be converted into cash. Amounts covered with Points will not be considered for accrual Point calculation.
Family Account is a major component of SunExpress your benefits as it offers unique advantages and benefits to families.
Anyone over 18 years old can create a Family Account and act as an account holder (“Head”).
The responsible Head has the authority to invite other SunExpress your benefits members as well as individuals not yet registered with SunExpress your benefits, to join the Family Account.
Existing SunExpress your benefits members may confirm their membership request in the Family Account by clicking on the confirmation link provided in the invitation e-mail.
Individuals who are not yet SunExpress your benefits members must first register by clicking on the link in the invitation e-mail, after which they will be automatically added to the Family Account.
The Family Account has a maximum capacity of seven members, meaning the Head can invite up to six additional people to the account.
The Head can invite any relatives regardless of their relation (e.g. husband/wife, father, mother, brothers, sisters, children and grandparents). SunExpress reserves the right to request official documentation as proof of the relationship, without stating any specific reasons for such requests. The Points collected within a Family Account can be transferred from one Family Account member to another. Only the Head is authorized to transfer Points.
Membership in a Family Account shall last a minimum of nine (9) months after joining the account. After this period, membership can be cancelled at any time.
Each Member may only be part of one Family Account.
The Head cannot unilaterally remove people from the Family Account. Members can only be removed via the Customer Service Center upon the authorized Head’s request.
If the account holder no longer wishes to be part of the Family Account, the Head can request the complete deletion of the Family Account or arrange for another Family Account member to become the Head. Both requests can only be processed via the Customer Service Center upon authorized Head’s request.
SunExpress your benefits reserve the right to inform members of initiatives and collaborations with its partners in the program. All members will have the opportunity to accumulate and use Points obtained through purchasing goods or services offered by these partners.
2.16 Earning Points with Program partners
Points can be earned by the member who transact with SunExpress your benefits partners and these Points can be credited to the member's account upon completion of the eligible transactions. Additionally, members should stay informed about exclusive, time-limited promotional offers from SunExpress Your Benefits or participating partners, as these present opportunities to accumulate additional Points for specific actions or purchases. Regularly checking the program's promotional announcements ensures members don't miss out on chances to boost their Points balance.
Members will have the opportunity to access the three tiers the Program offers to its members. Tiers are divided based on the benefits that can be obtained by the volume of flights or transactions within the partner network of the Program.
All new members after June 3rd 2024 will start in the Welcome Tier. Once the threshold of requirements for access to the higher tier has been reached, such access will be recognized as soon as possible, as per the related communications that will be sent to the member. Tier belonging will remain valid for the following 18 months.
Each tier will entitle members to the following benefits (Some examples are presented below)
Welcome tier:
- Eligibility criteria: Flying less than 4 times in the last 18 months
- Access to the Program and accumulation of Points for each € expense related to goods or services offered by SunExpress
- Access to a commercial partner network and accumulation of Points for each € related to products or services offered by the program partners
- Birthday celebration: up to 10% more Points
- 1 Point per 1 Euro spent on airfare
- 1 Point per 1 Euro spent on additional services and bundles
Silver tier:
- Eligibility criteria: Flying 4 to 10 times in the last 18 months
- Benefits:
- All benefits of the Welcome tier
- Additional Points for additional service bookings and bundles offered by SunExpress
- Birthday celebration: up to 10% more Points 1 Point per 1 Euro spend (airfare)
- 50% more Points on ancillaries and bundles
Gold Tier:
- Eligibility criteria: Flying 10 times or more in the last 18 months
- Benefits:
- All benefits of the Silver tier
- Birthday celebration: up to 10% more Points
- 1 Point per 1 Euro spent on airfare
- 75% more Points for additional service bookings and bundles
Limitation of liability rules in SunExpress’s General Conditions (Passenger and Baggage) applies to this Program as well.
SunExpress accepts no liability for any taxes or other charges to which members or third parties may incur in connection with benefits obtained under the Program.
SunExpress has the right to use its members' data within the context of the Program and/or share it with the program partners. By initiating membership, the Member is deemed to have accepted the aforementioned term.
In certain countries, local laws may impose additional restrictions on the General Terms and Conditions of the Program. SunExpress is entitled to take any action required to ensure compliance with such restrictions and may not be held liable for compensatory damages to Members resulting from such actions.
Program members who contravene the general terms and conditions of Program membership, misuse program awards or attempt to obtain benefits by providing false information (especially concerning flight data), in addition to any compensatory damages which may arise from such actions-may have their Program membership terminated by SunExpress and have any earned Points and/or awards declared invalid. Members may also be required to pay compensation for any misused award. SunExpress reserves the right to indemnify for any remaining damages.
SunExpress reserves the right to change or terminate the Program and renunciation of awards, and restriction of responsibility.
SunExpress reserves the right to wholly or partially change or terminate the SunExpress your benefits loyalty Program and/or any collaboration with partners under this Program at any time. SunExpress may replace it with another program or transfer it to a program owned by a third party. In these cases, the regulations governing termination in accordance with the terms for the cancellation of membership shall apply. If SunExpress your benefits is transferred to a Program owned by a third party, the member has the right to revoke their membership in line with the legal requirements.
Any amendments or additions to these General Terms and Conditions of the Program shall become binding for all Members as soon as the related information is announced through any communication channels owned by SunExpress including SunExpress’s sales offices, SunExpress Customer Service Center, sunexpress.com, SunExpress mobile app or any statements shared with the Members via e-mail or SMS. Therefore, collected Points or awards shall not constitute a vested interest. SunExpress does not guarantee the availability of awards or requirement for the same number of Points for same awards nor the right to use awards for the flights chosen by the Member. SunExpress has the sole and exclusive control over the Program. In the event of SunExpress granting periodic awards or implementing practices contrary to the principles of the Program or granting of additional periodic rights or failing or delaying in exercising any of its rights under the program or requiring Member compliance with any of Program conditions, such actions shall not be construed as a waiver of power over the Program or the right to require Member compliance with any of the rules they are bound by. Additionally, such exceptional practice shall not grant the Member or other persons additional rights or amend the Program principles or constitute a precedent for similar practices.
3.6 SunExpress’s right to entrust the program
SunExpress reserves the right to entrust the operation of the Program to successor companies (in the event of corporate restructuring of their own organizations) or to a third party, and to transfer the agreements made with the Program’s Members to such successor companies or to a third party to that end. Members will be given reasonable notice of any such development.
3.6.1 SunExpress’s right to change or terminate the Program and renunciation of awards and restriction of responsibility
SunExpress reserves the right to wholly or partially change or terminate the SunExpress your benefits loyalty Program and/or any collaboration with partners under the Program at any time, to replace it with another Program or to transfer it to a Program owned by a third party. In these cases, the regulations governing termination in accordance with Point 1.2 shall apply. If SunExpress your benefits are transferred to a Program owned by a third party, the member has the right to revoke their membership by fulfilling all of the legal requirements.
Any amendments or additions to the General Terms and Conditions of the Program shall become binding for all Members as soon as the related information is announced through any communication channels owned by SunExpress including SunExpress’s sales offices, SunExpress Customer Service Center, sunexpress.com, SunExpress mobile app or any statements shared with the Members via e-mail or SMS. Therefore, collected points or awards shall not constitute a vested interest. SunExpress does not guarantee the availability of the awards or requirement for the same number of Points for same awards nor the right of using the awards for the flights chosen by the Member. SunExpress has the sole and exclusive control over the Program. In the event of SunExpress granting of periodic awards or implementing practices contrary to the principles of the Program or granting of additional periodic rights or failing or delaying in exercising any of its rights under the Program or requiring Member compliance with any of Program conditions, such actions shall not be construed as a waiver of power over the Program or the right to require Member compliance with any of the rules they are bound by. Additionally, such exceptional practice shall not grant the Member or other persons additional rights or amend the Program principles or constitute a precedent for similar practices.
3.7 Governing Law and Jurisdiction
The contractual relationship between the Members and SunExpress as well as these General Terms and Conditions are governed by the Turkish Law.
The exclusive place of jurisdiction for any claims resulting from or raised in relation with the Membership to the Program or in relation with these General Terms and Conditions shall be Antalya Courts and Execution offices. SunExpress reserves, however, the right to sue at any other competent court within a jurisdiction.
3.8 Information on data protection
SunExpress is the Data Controller for the processing of personal data within the scope of SunExpress your benefits program. The processing of personal data is performed in accordance with the General Data Protection Regulation (Reg. EU 2016/679 - “GDPR”) and the Turkish Law on the Protection of Personal Data No. 6698 (“KVKK”).
On the SunExpress your benefits website, SunExpress collects and processes members’ personal data for the following purposes and legal basis:
- Administering the loyalty program
- Ensuring that members can set up and manage their accounts effectively
- Rewarding members with Points
- Usage for personalized content on www.sunexpress.com
- Pre-fill of data during the booking flow
The legal basis for above purposes is our contractual obligation to you, in accordance with Art. 6 (1) (b) GDPR and Art. 5 (2) (c) KVKK
- Analyzing the use of the loyalty program, conducting customer satisfaction surveys and market research to improve the loyalty program and personalize its services.
- Sending out direct mailings, newsletters with personalized offers, The legal basis for above purposes is your given consent according to Art. 6 (1)(a) GDPR, Art. 5 (1) KVKK.
For all above-mentioned purposes, SunExpress may collect the following data from the Member:
- Name, surname and contact information such as Member’s e-mail address, phone number, address and postal address
- Nationality
- Date of birth (DOB)
- Ticket and flight booking details
- Purchase details of additional services
- Number of travelers
- Loyalty program membership number and points accruals/redemptions
- Personal choices such as preferred seat, preferred meal, departure airport, travel partner, booking channel, connection between families
We may need to forward such data of Members collected for the purposes mentioned above to the third parties to be able to carry out the operations of the loyalty program. These recipients can be categorized as follows:
- Other SunExpress entities
- Service providers
o Transport
o Marketing
o Information Technology
o Payment Services
o Credit Agencies
- Governmental authorities
If a Member decides to resign from the Program, their personal data on their interests such as preferred seat, preferred meal, departure airport, travel partner, booking channel will be deleted. Other personal data will be retained for the period during which legal claims may be brought by and against SunExpress, or SunExpress is legally required to retain such data.
If you wish to obtain further information about the processing of your personal data by SunExpress and exercise your rights under the applicable legislation, you may refer to the Protection of Personal Data Announcement of SunExpress available at Protection of Personal Data Announcement | SunExpress.