I am writing to express my deep dissatisfaction regarding the way my elderly and medically vulnerable mother was treated during her recent journey with SunExpress departing from Düsseldorf Germany.
As all wheelchair assistance slots were "fully booked" at the time of reservation, we purchased a regular ticket and brought her medically necessary walker (rollator). To our shock, we were informed at the baggage drop-off that she was not allowed to use the walker (rollator) to reach the gate, allegedly due to SunExpress "not being insured in case she falls". Let that sink in: her mobility aid, meant to reduce her fall risk, was denied, while she was forced to walk a long distance unassisted, significantly increasing the danger for her to fall. We told the Supervisor at the baggage drop that we were totally fine that the walker was put in the luggage space as long as my mother was allowed to use it.
Worse still was the behavior of the Supervisor at the desk. Upon expressing my disbelief over this unreasonable policy, I was publicly reprimanded and dismissed. The Supervisor declared they would no longer assist me, and called the police, humiliating me and leaving my mother, a cancer patient, extremely stressed, a condition her health cannot tolerate. I addressed an official complaint and received a response from Batukan B, that there is nothing they can do and that we had to book a flight with a wheelchair service. This shows that SunExpresss lacks professionalism and that their Customer Service Leader is not able to guide and educate the SunExpress employees. I will never use SunExpress in future.
UPDATE 25 July 2025
After I received a standard email... we value the importance bla bla bla, we regret to inform you that no further action can be taken. I made a new complaint that I do not accept and reopened the case. The 2nd reply:
Thank you for your correspondence.
We value the importance of your concerns. While we regret to inform you that no further action can be taken, please rest assured that your feedback was forwarded, investigated and thoroughly discussed with relevant departments in all aspects. It is our priority to ensure that your input is reviewed and considered for service improvements.
Thank you once again for your understanding and for bringing this matter to our attention.
Kind regards,
Batukan B. (Mr.)
Claims and Complaints
SunExpress
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This is just proof of SunExpress missing every connection with their customers.
