Pegasus Airlines complaints: comments, page 3
226 comments
. .
Verified | Aug 13, 2025
Economy
They took money twice from me while I booked once
So they took money from me twice while I booked once and the peoblem is their customer service is very bad. At the same time their email doenst even work. The funny think here they sent me the details of one booking and charged me of two. I want a refund but they do not answer me for some reasons.
- Economy
Tayfoun C
Verified | Aug 12, 2025Bologna-Istanbul
Economy
Dear Sir/Madam, On 12.08.2025, I held a valid ticket for your PC1218 flight. I arrived at Bologna Airport approximately 1.5 hours before departure. However, when I attempted to complete check-in and boarding procedures, I was informed that the flight was full and the gates had already been closed. I am attaching my train ticket as proof of timely arrival, showing my journey from Bologna station. In accordance with SHY-PASSENGER Regulation and the Montreal Convention, denial of boarding despite my arrival before the check-in deadline is the responsibility of the airline. Therefore, I request the following: 1. A written explanation of the incident, including time-stamped records 2. A full refund of my ticket or an alternative flight of equal value. 3. Payment of my monetary compensation calculated according to the distance, as stipulated in Article 7 of the SHY-PASSENGER Regulation. Due to being wrongfully denied boarding, I was forced to purchase a ticket for flight PC1218 from Bologna to Istanbul on 13 August 2025. If these requests are not fulfilled, I will escalate the matter to the Directorate General of Civil Aviation and the Consumer Arbitration Committee. Yours faithfully, Tayfoun Chousein
- Bologna-Istanbul
- Economy
Roxina C
Verified | Aug 12, 2025Manchester-Hurghada
Economy
Weather conditions
Flight from Manchester on the 21.12.23 was cancelled, we were put up in a hotel for the night. 22.12.23 they flew us to Istanbul no connection to hugharda so we were put in a hotel in Istanbul. 23.12.23 late flight to destination. In total we missed 3 days of our 7 night all inclusive Christmas holiday- Manchester-Hurghada
- Economy
Ferhat B
Verified | Aug 11, 2025Copenhagen-Istanbul
Economy
No reason given
My original flight PC7154 from Copenhagen (CPH) to Istanbul Sabiha GΓΆkΓ§en (SAW) on 27 June 2025 at 08:30 was cancelled less than 14 days before departure. Pegasus rebooked me first to PC1072 at 13:00, then to PC7072 at 01:30 on 28 June. Finally, I flew with PC1074 at 15:55 on 27 June, arriving in Istanbul more than 5 hours later than originally scheduled. Pegasus rejected my EU261 compensation request, claiming βextraordinary circumstancesβ without providing specific details.- Copenhagen-Istanbul
- Economy
Anonymous member
Verified | Aug 10, 2025Economy
Damaged Luggage β Flight PC5549 from Antalya to Tirana
Dear Pegasus Airlines Customer Service, I hope this message finds you well. I am writing to report damage to my luggage that occurred during my recent flight with Pegasus Airlines. I traveled from Antalya Airport to Tirana on flight number PC5549, departing on the evening of 10.08.2025, the departure time 00.25'. Upon arrival at Tirana Airport, after a flight duration of approximately 1 hour and 40 minutes, I retrieved my suitcase and immediately noticed that one of its wheels was missing. It appears to have broken off during handling, as clearly shown in the attached photos. I promptly filed a damage report at the baggage office upon arrival, and I am including a photo of that report with this email for your reference. I kindly request your assistance in resolving this matter and would appreciate guidance on the next steps regarding compensation or repair. Thank you for your attention and understanding. I look forward to your response.
- Economy
- Desired solution
Refund
Noorullah M
Verified | Aug 10, 2025Hamburg-Mashhad
Economy
Claim escalated to airline
regarding my recent booking with Pegasus Airlines. β’ Passenger Name: Noorullah Malakzade β’ Booking Reference (PNR): 13NVPT - 13ZXCZ β’ Ticket Number: 6242293769577 β’ Travel Date: 10 August 2025 β’ Route: Hamburg (HAM) β Istanbul Sabiha (SAW) β Mashhad (MHD) β’ Return Date: 25 August 2025 (MHDβSAWβHAM) When I arrived at the airport for my outbound flight from Hamburg to Mashhad, I was denied boarding. The staff informed me that because my second flight segment (SAWβMHD) was booked separately, it was βnot connectedβ to the first flight, and therefore I could not travel. I explained that I had purchased both tickets in good faith, and I attempted to resolve the situation by calling Pegasus Airlines immediately from the airport. However, despite several attempts, I could not reach anyone for assistance, leaving me stranded. Sincerely, Noorullah Malakz
- Hamburg-Mashhad
- Economy
- Claim escalated to airline
Malak L
Verified | Aug 9, 2025Economy
Formal Complaint: Okan and Inci Horrible Treatment
Dear Pegasus Airlines Customer Relations Team, I recently flew with Pegasus Airlines from Edinburgh to Turkey and was impressed with it. That positive experience makes it all the more disappointing that my return flight was marred by the conduct of two ground staff members, Okan and Inci, at Istanbul Sabiha GΓΆkΓ§en Airport (SAW) on 5 August 2025, prior to flight PC1187 to Edinburgh Airport, boarding at 11:45 from Gate 202A. My ticket reservation reference is PW773P. While I value Pegasus Airlinesβ reputation for caring for its customers, this particular encounter was distressing, unprofessional, and far below the standard I have come to expect. Details of the Incident: 1. Unnecessary Rudeness and Targeting Before boarding, I politely asked whether I could sit in the waiting area chairs as I had recently undergone surgery. Staff member Okan (Okan Gengcoglu if Iβm not mistaken) responded in a commanding and unnecessarily disrespectful tone. I initially chose to overlook this, merely commenting that the same information could have been conveyed politely and calmly. Shortly afterwards, he instructed his colleague to conduct a βrandomβ yet highly thorough search on me when boarding began. β’ I was the only passenger subjected to such a search, despite there being two queues for the same flight. β’ During this, both Okan and Inci were observed sniggering and looking directly at me, creating the clear impression of targeted behaviour. 2. Confiscation of Approved Medical Scissors During the search, Inci found a pair blunt medical scissors used for opening medicine sachets. These were approved for travel in both the UK and Turkey. Initially, I was told they could be placed in my checked luggage only if I had one (which I did and then told them I did). Shortly afterwards, I was told this was not possible unless I paid β¬50 for them to be transported, directly contradicting the earlier statement. I ultimately decided to forfeit the scissors. β’ During this exchange, Inci unnecessarily handled the scissors, repeatedly opening and closing them in a manner I found childish and petty. 3. Boarding Confusion with My Friend During the second stage of boarding, staff incorrectly asked my friend, who looks very different from me and has a distinctly different name. They had her passport in hand, which clearly showed that her name was not mine. Yet they still asked her if her name was mine. Which then makes it clear that when all 8 of them gathered and were looking back at me and my friend, they confused her with me and were trying to complicate her boarding. This is evacuee when they thought she was me, they were asking her questions, I the stepped in and said Iβm X and then they couldnβt say anything and let her board. Given the earlier targeting, this is clearly appeared to be a continuation of the same behaviour and I truly believe they were looking to make it difficult for me to board in hour or their colleague. 4. Safety Risk in the Boarding Tunnel While boarding via the tunnel, an employee on an electric wheelchair scooter sped towards us and stopped abruptly directly in front of me and my friend while talking on the phone. This startled us and posed a significant safety risk to passengers, particularly children, elderly individuals, and those with limited mobility. No apology was offered. Impact: I was recovering from recent surgery and was visibly unwell. The repeated targeting, inconsistent information, and lack of professionalism from these staff members caused me considerable stress and discomfort at a time when I required simple kindness. Request: I request that Pegasus Airlines: β’ Investigate this matter fully β’ Review the conduct of Okan and Inci β’ Ensure staff receive further training in respectful communication, professionalism, and consistent application of security procedures Such behaviour, particularly while representing Pegasus in uniform, undermines passenger trust and risks long-term damage to the airlineβs reputation. Please confirm that this complaint has been recorded and that appropriate internal action will be taken. Yours faithfully, M- Economy
- Desired solution
Apology / Voucher
Other
Hazem A
Verified | Aug 9, 2025Manchester-Jeddah
Economy
Hi, I am holding a UK travel document and a family visit visa to Saudi. Last March, I travelled over Fly Pegasus on the same route (Manchester-Istanbul-Jeddah), and was granted access to Saudi normally. This time, Pegasus boarding team at Manchester denied my travel claiming that UK Travel document are prohibited. I showed them how my travel document was stamped by Saudi migration last March and they insisted, so I want back home and made a new reservation the next day over the Turkish Airlines through Istanbul airport and everything went smooth. I filed a request to Pegasus airlines to refund my ticket and they are stalling since Julu 19, and claiming that it was my fault even though there was no notice at all on their web sites instructions, and the fact I travelled next day through Turkish Airlines reveals that it was their decision maker mistake.
- Manchester-Jeddah
- Economy
Marina O
Verified | Aug 7, 2025Economy
Changed places
The inconvenience with the seat change by the elderly stewardess on our flight. We were sitting all together with family but she changed places without asking. Very bad service.- Economy
- Desired solution
Other
Rita M
Verified | Aug 5, 2025Economy
Delayed luggage
I arrived at hurghada airport and never got my luggage I had 1 large suitcase and 1 small bag I had to leave the airport without my bags I was stressing and worried about it I filled out a PIR form straightaway and I finally got my luggage 28 hours later the airport said my bags when they are found will be delivered to me at my residency but I had to pay 650 egp i had take a taxi to the airport to collect them myself and I believe I should ne refunded for the taxi and the stress
- Economy
- Loss: β¬12
- Desired solution
Refund
Bandali T
Verified | Jul 25, 2025Frankfurt-Amman
Economy
Don't remember
We landed in a different airport, 0 support, no open desk. And I had to pay from my own money to survive a 6 hour delay to reach my final destination.- Frankfurt-Amman
- Economy
Zahira A
Verified | Jul 24, 2025Economy
My flight is delayed
My flight was delayed beyond the scheduled time and this delay caused me to delay my personal work. According to European law, I have the right to claim compensation for the losses caused by the flight.
- Economy
- Desired solution
Lejla C
Verified | Jul 24, 2025Economy
Awful airline, never on time, disgrace
The airline is a disaster. Itβs never on time, always late, Iβm always late to connection flight all over the world. Especially if I have a layover in Istanbul, to and from my home country. Itβs awful. In the past 3 years my flight NEVER was on time EVER!!!- Economy
- Loss: β¬300
- Desired solution
John T
Verified | Jul 20, 2025Manchester-Antalya
Economy
Technical problems
Flights cancelled, on the 23/06/24 ,due to power failure. no contact with the airline, had to be in Turkey on the 24/06/2024 for business Arrived the next day, I could not get in touch with the airline switch boards were jammed, so I flew the next day from a different airport- Manchester-Antalya
- Economy
Hendrika W
Verified | Jul 19, 2025Economy
I booked a fast track for this flight .
I booked a fast track code for this flight , but 27 euro was taken from my creditcard, but I never got an e-mail with this code.- Economy
- Desired solution
Other
Quazi Z
Verified | Jul 16, 2025Economy
Forcefully charged due to wrong information
Dear Customer Service, I am writing to express my disappointment regarding my family's and my experience at the final boarding gate of our recent flight (PNR: HYNA4R) Just before boarding, two female staff members stopped my three children and me. They requested that we weigh our three hand baggage items and two small carry-on suitcases, all within the dimensions and allowance we had previously travelled with, most of the previous nights and weeks on the same airlines without any issue. However, the total weight was slightly above the permitted limit. We explained that we had already flown with the same baggage on a prior leg of our journey without any extra charge. Still, the staff insisted we pay HUNDRED EURO, claiming the flight was full and therefore the allowance was being strictly enforced. This was not a case of individual bags being significantly overweightβperhaps just 1 or 2 kg over each bagβwhich we believe is typically within a reasonable tolerance. Despite our objections, we were among the last passengers to board and felt pressured to pay the fee. Upon entering the aircraft, we noticed that approximately 15% of the seats were empty. The cabin crew acknowledged our concern and agreed that the charge seemed unreasonable given the circumstances. What upset us most, however, was the unprofessional and rude behaviour of the two gate staff. Their manner was unnecessarily harsh, and their treatment of my children caused them significant distress. This level of customer service is unacceptable and left a negative impression/ We believe we were unfairly charged and treated poorly, and we would appreciate an explanation and appropriate compensation. Incidents like this discourage families from flying with the Airlines again. Sincerely, QUAZI MOHD MAHTAB UZ ZAMAN- Economy
- Loss: β¬100
- Desired solution
Luqmaan S
Verified | Jul 4, 2025Economy
Denied boarding - Sabiha Gokcen Turkey
I was denied boarding for my flight after my name was called and still had 25 minutes before the flight took off but I was denied boarding and had to pay for another ticket for another flight which I am not happy about- Economy
- Loss: β¬130
- Desired solution
Expenses reimbursement
Yasir N
Verified | Jul 3, 2025London-Istanbul
Economy
No reason given
my story is my wifeβs mother came to Britain from Iraq to see my wife and then she booked for me and her to Turkey via Pegasus Airlines because she could not travel alone and she also booked for her from Turkey to Baghdad and me from Turkey to London as shown to you through the documents that I sent you Note that she has an Iraqi passport and I am British. When we arrived at the Pegasus check , they did not allow her to travel because she did not have a Turkish visa. When we requested a Turkish visa through the website, they did not give it to her because she is over 50 years old We called the Turkish consulate and they said she didn't need a Turkish visa because she was over 50 and I had a document for that and we submitted it to Pegasus but they refused and all the tickets were gone I called them many times and sent them all the documents but they didn't care about anything- London-Istanbul
- Economy
Sorina B
Verified | Jun 26, 2025Economy
* BucureΘti Otopeni
* Hello, on 21.06.2025 I had a flight from Bucharest Otopeni at 18:50 to Istanbul, flight number 11VGBN. When I arrived at the hotel, I noticed that an item was stolen from my luggage and I would like to file a complaint if I can recover the money or the item, can you help me?- Economy
- Desired solution
Abdulsalam A
Verified | Jun 20, 2025Paris-Jeddah
Economy
Claim escalated to airline
Dear Pegasus customer service I would like to draw your attention that I came with my family to the Pegasus check-in counter at Orly airport in Paris I was surprised when the lady told me that my reservation in the Pegasus system showed up the flight from Paris to SAW Istanbul only. The connection flight to Jeddah is not appearing on the system,and you donβt have visa to Turkey πΉπ· so you are not allowed to check-in. I tried to explain to her to see the Pegasus reservation details which is clearly showing the flight information as I received from the airline that weβre traveling via transit only and weβre going to Jeddah but she is not listening to us and told us she canβt issue the boarding pass and we missed the flight. Please look at the ticket information we received,you will see the flight info written: Paris to Jeddah and the layover at SAW for 2hours 35 minutes. We are disappointed from this behavior. I return to Paris and booked a hotel for one night and booked direct flight to Jeddah via Saudia airline. This is my complain to Pegasus I hope you will take action to resolve this matter and refund me back my money because it is not my fault Thank you for your understanding
- Paris-Jeddah
- Economy
- Claim escalated to airline
Maan A
Verified | Jun 20, 2025Paris-Jeddah
Economy
Claim escalated to airline
Dear Pegasus customer service I would like to draw your attention that I came with my family to the Pegasus check-in counter at Orly airport in Paris I was surprised when the lady told me that my reservation in the Pegasus system showed up the flight from Paris to SAW Istanbul only. The connection flight to Jeddah is not appearing on the system,and you donβt have visa to Turkey πΉπ· so you are not allowed to check-in. I tried to explain to her to see the Pegasus reservation details which is clearly showing the flight information as I received from the airline that weβre traveling via transit only and weβre going to Jeddah but she is not listening to us and told us she canβt issue the boarding pass and we missed the flight. Please look at the ticket information we received,you will see the flight info written: Paris to Jeddah and the layover at SAW for 2hours 35 minutes. We are disappointed from this behavior. I return to Paris and booked a hotel for one night and booked direct flight to Jeddah via Saudia airline. This is my complain to Pegasus I hope you will take action to resolve this matter and refund me back my money because it is not my fault Thank you for your understanding
- Paris-Jeddah
- Economy
- Claim escalated to airline
Sallom S
Verified | Jun 20, 2025Paris-Jeddah
Economy
Claim escalated to airline
Dear Pegasus customer service I would like to draw your attention that I came with my family to the Pegasus check-in counter at Orly airport in Paris I was surprised when the lady told me that my reservation in the Pegasus system showed up the flight from Paris to SAW Istanbul only. The connection flight to Jeddah is not appearing on the system, and you donβt have visa to Turkey πΉπ· so you are not allowed to check-in. I tried to explain to her to see the Pegasus reservation details which is clearly showing the flight information as I received from the airline that weβre traveling via transit only and weβre going to Jeddah, but she is not listening to us and told us she canβt issue the boarding pass, and we missed the flight. Please look at the ticket information we received, you will see the flight info written: Paris to Jeddah and the layover at SAW for 2hours 35 minutes. We are disappointed from this behavior. I return to Paris and booked a hotel for one night and booked direct flight to Jeddah via Saudia airline. This is my complain to Pegasus I hope you will take action to resolve this matter and refund me back my money because it is not my fault Thank you for your understanding
- Paris-Jeddah
- Economy
- Claim escalated to airline
Adam D
Verified | Jun 13, 2025Dublin-Istanbul
Economy
No reason given
Flight has been delayed due to adverse weather conditions. We did not get on the plane until 4 hours after the original time.- Dublin-Istanbul
- Economy
Daniel M
Verified | Jun 10, 2025Economy
June 9, IST to DMM, 10 pm, GATE 203B, 2 pax senior citizens
The female supervisor at the boarding gate was rude and disrespectful to my wife (65 years) and me (72 years, professor/doctor). My wife forgot her jacket in the lounge, and the Pegasus girl would not let my wife go back to get it . . . only a 3 min walk. There was a long line of people in the gateway, about 20. The girl shouted to us "NO, YOU CANNOT GO BACK!!! I WILL CLOSE THE GATE ON YOU!!!" I understand if there are rules . . . but shouting like that with a bad face to us . . . this is not acceptable !!! We are senior citizens. I talked with the onboard supervisor and it seems from his answers that he knows this young girl has a behavior problem. This young girl made Pegasus look bad. She needs warning. And training. Mobile +90 530 9977 330. +966 50 222 1657.- Economy
- Loss: β¬50
Shatha H
Verified | Jun 3, 2025Economy
Unprofessional Behavior at Check-In Saw airport
I would like to report a very unpleasant experience I had with one of your check-in staff members at Istanbul Airport. We approached counter C at around 8:00 PM. The staff member was visibly angry without any reason, with a constantly frowning face and no eye contact at all. We were forced to wait in front of her for over 30 minutes, during which she did not allow us to speak or ask questions. When we politely inquired about the reason for the delay, she raised her voice and simply replied, βFrom the system,β without offering any further explanation. Her attitude was extremely unprofessional, and I have never encountered such poor customer service before. Unfortunately, her name tag was flipped, so it was difficult for us to identify her. I urge you to check the airport security cameras at counter C around 8:00 PM on Monday , 2 June flight 746 pegasus airlines ticket to see firsthand the disrespectful and unwelcoming way she treated us.- Economy
- Desired solution
Mouna S
Verified | Jun 2, 2025Economy
My husband on a wheelchair, we booked seats & paid for them
They did not accept to give us those seats at time of boarding and my husband had problems in sitting in the alternative seats all the flights amman - Istanbul - Bodrum - Istanbul- Amman. Also the assistance was very bad and I admitted him to emerency upon our return.- Economy
- Loss: β¬500
- Desired solution
Refund
Kareem N
Verified | May 28, 2025Economy
Scammers
Try to scam you for more money claiming that you are not allowed bags, when challenged them tk show me the tickets, managed to prove them wring after 30 mins threatening not to let me board till i pay extra 50 euros Really rubbish with very poor and rude flight attendants- Economy
Mahin S
Verified | May 27, 2025Economy
Istanbul I waited for assistance one of your man came assist
That man. Assisted me and dropped me somewhere and said your flight in London is at 9 am it was 5 am I arrived in Istanbul I sat in chair and he took my bag I asked him please give my bag he said someone is comming take you to flight 1169 to Stanstead and give you bag in airport I asked a another man who came to take me to another departure he said I give you bag myself when arriving in Stanstead no worries when we arrived in Stanstead at 11. 15 I haven't seen any man there the lady came assist me to find my bag but I did not seen my bag I think that assistant stolen my bag and is your job to find the man because advantage of disable person not right for your company please look at cctv and find the thief. Mahin Sanati My reservation PQ1FBN flight number 519 from Tehran and 1169 from Istanbul to London Stanstead I just discharged from hospital and lot of document is in my bag with my name also my mobile and ipd to. 07828448922 Please don't ignored.- Economy
- Loss: β¬800
- Desired solution
Refund
Fatemah A
Verified | May 27, 2025Economy
Rude flight attendant behavior β Sabiha GΓΆkΓ§en Airport
On flight PC2018 from Istanbul Sabiha GΓΆkΓ§en to Antalya on May 26, 2025, one of the flight attendants (named Burcu) behaved in an unprofessional and discriminatory manner towards my children and me. During the flight, she aggressively approached us and said that βeveryone on the flight is disturbed by your kids,β even though the noise was minimal and under control. Then she stated loudly and rudely: βIf not shut up your child, I will change your seats,β using a very impolite and threatening tone in front of other passengers. This caused me emotional distress and humiliated us as a family. I believe her behavior was unjustified and discriminatory and request an official apology and proper accountability.
- Economy
Dainalyn R
Verified | May 21, 2025Economy
My 2 luggage bag is missing..
My name is Dainalyn Riogelon, My 2 luggage bag is missing, I didnβt received it in Tirana airport. My 2 luggage bag is dont have any name tag or so donβt have any claim tag, because my bag have only RUSH TAG
- Economy
Giulia S
Verified | May 20, 2025Economy
Incorrect and unannounced charges and threading behavior
After having spoken with the company that I booked the flights with, on the same day and the same type of flight ticket, same boarding passes, I am addressing my complaint here as well because I got no solution offered to me. Flight nr: 9MCKW4. When buying the tickets to Istanbul, I used the same MyTrip platform, and it has never happened to me that for a simple ticket, a personal item is not included. It also never mentioned on the check in process, with a pop up or via email that there are charges for traveling with an item. I used the same airline and I did not get charged when flying to Istanbul, and when coming back, I was being told, in a rude way and elevated tone, that Istanbul has βdifferent rules and penaltiesβ, which where nowhere announced or communicated. There was no no visual representation for me to see whether my personal item was too big or not allowed (the way other airlines have). And just for the record, the backpack I had with me always fit the measurements for these other low costs airlines and was always considered a personal item. And I was charged 50β¬, after having already scanned my boarding pass. One employee came after me and, right in front of the bus and claimed that my luggage, weighing 2 kg and 5 kg, was not allowed and demanded 50 Euros. When I asked for explanation and written policies, nothing was showed to me. And the lady at the desk said that she will charge me 100β¬ if I donβt pay 50β¬ now. This is threatening behavior towards a customer. Not polite and not professional. Even more, not everyone that was at the boarding process paid. The staff did just not care and chose randomly who to charge based on nothing. So I am expecting a refund for this, because it is not fair. I travel a lot and always with a bag that fits under the seat, and I never had this big inconvenience with an airline. Please take into account everything that was explained here because it is really not okay and things should be done and communicated properly to the customer.
- Economy
- Loss: β¬50
- Desired solution
Refund
Ian T W
Verified | May 15, 2025Economy
Extra charge at airport for carry on luggage.
My carry on bag weighed 7 kilos and was told by the desk agent that no carryon was allowed. I was charged the equivalent of Β£20 to put in the hold. The Pegasus website is almost impossible to navigate and does not allow you to make changes to the booking without a Turkish number.- Economy
- Loss: β¬23
- Desired solution
Refund
Anonymous member
Verified | May 10, 2025Economy
Anulare rezervare prin booking
Good day, I made 2 reservation to flight PC437 and PC 566 on the name of Gavrila Adrian and Larisa and retur flights PC569 and PC436 flight reference B5PQUQ. Reservation was made with '"BOOKING". in 19.02 2025 and cancelation in the same day by BOOKING. I made a claim to them and they say that the flight line is responsible for cancellation . According to this I ask you to answer and to make the retour of the money . Thank you .
- Economy
- Desired solution
Expenses reimbursement
Nasr A
Verified | May 6, 2025Manchester-Doha
Economy
When I arrived at the airport, I was asked for a visa and I submitted it via mobile phone, but it was rejected and I was not allowed to board the plane. I was forced to book another ticket on the same day on Turkish Airlines. This indicates that I have no problem boarding the plane in my seats. Attaching the other ticket caused other costs and losses.
- Manchester-Doha
- Economy
Mojtaba M
Verified | Apr 25, 2025Economy
SabihaΒ Gokcen, Additional Costs and Threatening Behavior
Hello, I am writing to file a serious complaint regarding my recent flight with Pegasus Airlines. Below are the flight details: Passenger Name: MR MOJTABA MEHRZAD E-Ticket Number: 6242273202735 Flight Number: PC 516 Date: 22 April 2025 Route: SAW (Sabiha Gokcen, Istanbul, Turkey) to IKA (Imam Khomeini International, Tehran, Iran) Gate: 203B Departure Time: 01:10 (local time) At the time of purchasing my ticket, I was assured that I could bring one backpack up to 3 kg and one small suitcase up to 8 kg into the cabin without any issues. However, at the boarding gate, the staff claimed my luggage, weighing 2 kg and 5 kg, was not allowed and demanded 50 Euros in cash. They used a threatening and disrespectful tone to force me to pay this amount, leaving me no choice but to comply. I also noticed that other passengers were similarly threatened and pressured into paying additional fees for their luggage. This behavior was extremely unprofessional and unacceptable. I kindly request an immediate explanation for this incident, a refund of the 50 Euros I was forced to pay in cash, and assurance that such practices will be investigated and stopped. Looking forward to your prompt response. Sincerely, Mojtaba Mehrzad- Economy
- Loss: β¬50
- Desired solution
Refund
Natalia C
Verified | Apr 14, 2025Charleroi-Doha
Economy
No reason given
they have only option flight after 2 days, they did not explain the reason for cancellation despite airport was working normally- Charleroi-Doha
- Economy
Crystal J
Verified | Apr 12, 2025Economy
Airline canceled my flight when I got to the airport
I couldn't check in online so I called about my booking, the third party service said all was good to show up early and check in at the airport. I got there three hours early but they couldn't find my flight. They said I had to call. I didn't have a working phone. They didn't have a phone for me to use and 50 staff members couldn't help. I found a way to call but it cut out after they said they canceled my flight reservation for no reason. I had to spend 6x to buy a new flight and board the plane. Definitely a scam.- Economy
- Loss: β¬263.25
- Desired solution
Refund
Margarita Z
Verified | Apr 8, 2025Dortmund-Istanbul
Economy
No reason given
Due to the flight cancellation, we suffered significant losses. There were no departures for two days, which completely disrupted our plans and led to additional expenses for accommodation, food, and changes to our itinerary. Moreover, the delay had a negative impact on our business commitments and timelines- Dortmund-Istanbul
- Economy
Anonymous member
Verified | Apr 8, 2025Economy
Cancellation due to Medical Reasons
Hi, I want to cancel my ticket from Stockholm to Istanbul on April 18th because I am 9 weeks pregant and doctors are advising not to travel in first trimester. Also I had issues in my previous cases. So I don't want to risk it. I submitted relevant documents which Swedish government gave with doctor signature and stamp. But, Pegasus airlines are rejecting and not approving my refund. Need some help to move forward with my case. My Booking Reference: B33DDS.- Economy
- Desired solution
Refund
S T
Verified | Apr 7, 2025Economy
Extremely Disappointing Experience with Pegasus
First of all, my Pegasus flight (PC1169) on 6th April from Sabiha GΓΆkΓ§en Airport to London Stansted Airport was delayed by more than one hour, with no explanation given by Pegasus. Secondly, I hold an EU passport, which allows me to enter the UK without a visa. At the gate, one staff member checked my ticket and passport, then a security officer checked again. A third person then checked my ticket and passport for a third time, all at the same gate. Although there were many other passengers with EU passports, this third Pegasus staff member said they needed to investigate further only in my case. It was clear that I am originally from a non-European country, and he made me wait for a long time without providing any reason. He was extremely impolite and had very limited English skills. He kept asking me, βDo you have any photo there?β - a vague and unclear question that he was repeating. Later, I realised he was trying to ask if I had a photo ID issued in the UK. After many unnecessary and confusing questions, he finally said everything was fine and allowed me to board. I will be contacting the relevant, external authorities to make an official complaint, as I strongly believe this situation was driven by jealousy, poor communication skills, lack of English proficiency on the part of the Pegasus staff, and clear racial discrimination. This situation happened, whereas my outbound flight on 21st March was cancelled without explanation from Pegasus. I was placed on another flight 12 hours later and had to wait over 12 hours.- Economy
- Desired solution
Anonymous member
Verified | Apr 6, 2025Economy
missed my coach at Stansted
I had a National Express coach booked to Heathrow and I missed it as I arrived late. I therefore had to purchase another ticket for Β£14.99- Economy
- Loss: β¬1763
Waail Mohamed Hasan S
Verified | Apr 3, 2025Birmingham-Giza
Economy
I came before the boarding pass counter opened .When the counter started receiving passengers, the employee asked me for my passport, my residence permit in Britain (e visa), and the share code. I received it and took a picture with her mobile phone. She told me that she was talking to the company and delayed me until the flight closing time. She told me that the state of Egypt rejected my documents. I tried with her and explained to her that the holder of a British residence permit does not need a visa. She told me that the flight was closed and the airline refused to let me board the plane. I left and all the employees left the counter and no one served me. I was alone in front of the counter and I felt let down and mistreated I tried to contact the company, but no one answered. I tried to contact the companyβs office in Egypt, but the phones were off or incorrect. I donβt have time to wait, so I had to buy another ticket.
- Birmingham-Giza
- Economy
Riham A
Verified | Mar 15, 2025Berlin-Giza
Economy
No reason given
The only logic thing they offered is to take another airoplane which was travelling to Hurghada which is 7 hours away from my orginal destination and they refused to pay for transportation between Hurghada and Sphinix, I arrived home at 21:00 next day in 9/3 .22 hour delay , I was not able to attend an important family event.There was another flight to our orginal destination which was Sphinix airport next day after 25 hours however Pegasaus refused to reserve airport hotel for us , which means we have to lay 25 hours in the airport with my daughter 3 years and son 8 years. They told us that we could pay for Turkey Visa by our own which will cost us 175 $ and then they could book us an hotel in Istanbal to stay for one night.- Berlin-Giza
- Economy
Nour M
Verified | Mar 14, 2025Economy
**Complaint Against Pegasus Airlines β Sabiha GΓΆkΓ§en Airport
I am writing to formally complain about the **unfair and unprofessional treatment** I experienced during my journey from **Vienna to Lebanon via Sabiha GΓΆkΓ§en Airport**, where I was **wrongfully denied boarding with my daughter**. I was traveling to **Lebanon, my home country**, with my **2.5-year-old daughter**, who holds a **refugee passport**. Upon arriving at **Sabiha GΓΆkΓ§en Airport**, your staff **denied her boarding**, claiming that she required a visa, despite the fact that: - **I have previously traveled to Lebanon with her without any issues**. - **I obtained official approval from the Lebanese Embassy confirming that her entry was legal**. - **Lebanese General Security confirmed that, as the daughter of a Lebanese mother, she does not require a visa to enter Lebanon**. Your staff refused to listen, even though I explained that our case **is not like other refugee passport holders**. They should have **verified this directly with Lebanese General Security before making such a decision**, instead of **applying visa regulations incorrectly to our specific case**. Additionally, they could have easily **checked Lebanese immigration records to confirm that I had previously entered Lebanon with my daughter without any issues**, rather than **denying us boarding arbitrarily** and without giving me a chance to prove my case. ### **The hardship I endured:** - **Severe physical and emotional distress**, especially as I am pregnant and had to endure hours of stress and exhaustion. - **Immense disappointment and heartbreak** for both myself and my daughter, who was excited to see her family. My entire family in Lebanon was eagerly waiting for us, only to have our reunion ruined for no valid reason. - **Being forced to wait for 7 hours without a stroller**, which your staff in Vienna had assured me I would receive in Istanbul. However, upon arrival, it was not delivered, making it even harder for me to manage with my child. ### **My demands:** 1. **A full refund of my ticket**, as I was **denied boarding due to your airlineβs mistake, not because of any failure on my part or missing documents**. 2. **A review of this unjust decision and accountability for the staff who failed to properly verify my case before denying me travel**. 3. **A guarantee that similar mistakes will not happen to other passengers in the future, especially in cases that require verification with the relevant authorities before making such critical decisions**. What I experienced was **not just a minor inconvenienceβit was a complete injustice** that deprived me of seeing my family, wasted my time, money, and effort, and caused unnecessary distress. I expect this complaint to be taken **seriously**, and I demand **my rights to be restored without delay**. I look forward to your prompt response. Sincerely, Mroueh Nour
- Economy
- Loss: β¬318
- Desired solution
Refund
Ahmed S
Verified | Mar 11, 2025Economy
Pegasus airline airport staff didnβt cooperate and we missed
Sallam Me SOHAIL AHMED and my wife Rizwana Sohail travelling with Pegasus flight 1162 at 12:40from London Stansted to Sabiha Airport my PNR 3FWRE8 and my wife PNR is VCWUC 1 and we on board on that flight and then we reached Sabiha Airport and my wife Rizwana Sohail is on gate at 20:40 for flight PC130 after just gate closed and request the lady to board us as the flight is still there but she didn't even listen to her and i will be there also and requested the lady but she didn't listen our request to board us we are requesting her our luggage is on flight pls try for us she said go to Pegasus office and when we asked her where is Pegasus office she didn't guide us properly and we reach by finding Pegasus office at 20:50 and request them to do something and board us on that flight as flight is still there they take our passport and start doing something we thought they are putting us on that flight but they didn't put us on flight give us new reservation for 12 march and said to pay 428 euros each person we request them we didn't have any money and why we should pay again its not ou fault the lady last closed the gate didn't listen us we need to talk with any senior person they called manager he showed us detail of last passenger on board detail is on 20:36 and we reached on 20:40 after gate closed we explained him also the lady closed gate last my wife requested her many times but she didn't reply nicely but he also didn't helped us to onboard on that flight and said buy new tickets even the flight is still there no one listen us as just of 4 minutes late after last passenger board is a big crime done by us and the flight take off at 9:33 pls check cameras and flight take off time we are telling true or not and its request to inquire everything i said is correct or not and is that a big crime done by us for just 4 minutes late big penalty on me for visa and new tickets and trusted Pegasus pls refund us our tickets or let me know which forum should i go to take refund as Pegasus staff not cooperate with us where should we get justice ur regular customer Thanks- Economy
- Loss: β¬600
- Desired solution
Refund
Mohamed F
Verified | Mar 9, 2025Schonefeld-Giza
Economy
No reason given
They only provided a flight to another city in Egypt Hurghada far 6.5 hours from my planned destination, we lay 10 hours at airport, have to travel between cities on our own expenses. They refused to book us a hotel inside the airport to allow us to catch their next flight to sphinix on 9/3/2025 11:00 pm , so we should layover 26 hours at airport without hotel with a kid and a toddler 2 years old.- Schonefeld-Giza
- Economy
Zabihullah M
Verified | Mar 5, 2025Economy
Lost baggage
Hello I hope you are well I have lost my baggage in a flight with pegasus! The flight was from MASHAD to ISTANBUL and from ISTANBUL TO MARSEILLE on 25 February 2025. But I donβt got yet my baggage did you found it or no? You told me between 2 or 3 days I will send it In your location but it past two weeks. So who will take on this responsibility? There are some very important things inside I need it please try to do something π Otherwise,I will file a complaint with the police I called MARSEILLE several times they said I should contact you I am waiting for your response! Thanks Sincerely This is the detail of registration ! And also some photos of my bag NUMERO DU DOSSIER - MRSPC13701/25FEB25/1251GMT NOM - MUHAMMADI/ TITRE/INITIALES - MR/ZM/ GIVEN NAME - ZABIHULLAH/ VOL/DATE - PC521/25FEB/PC1125/25FEB/ NOMBRE DE BAGAGES - 1 NUMERO DU BILLET - COULEUR/TYPE - GREY/ALUMINIUM/SILVER UPRIGHT - DESIGN COMBINED HARD AND SOFT - MATERIAL ETIQUETTE A BAGAGE - PC697600/
- Economy
- Loss: β¬1000
- Desired solution
Refund
Expenses reimbursement
Other
Jawad S
Verified | Feb 26, 2025Economy
Denied boarding at Istanbul SAW due to failed online check-i
Dear Pegasus Airlines Customer Service, I am writing to formally complain about the extremely poor experience I had with Flight PC1173 from Istanbul SAW to London Stansted on 23rd February 2025, scheduled to depart at 21:05. I arrived at Istanbul Sabiha GΓΆkΓ§en Airport at 18:45, giving ample time for check-in. However, your online check-in system repeatedly failed. When I asked a Pegasus agent for help, I was instructed to wait in an extremely long line for face-to-face check-in, with no other options offered. After waiting for over an hour, I reached the counter at 20:00, only to be told that check-in was closed and I was too βlateβ to board. This situation was caused entirely by Pegasus Airlinesβ operational failures and poor guidance. To make matters worse, the supervisor, Samet Yazici, was dismissive and unprofessional, showing no empathy for the inconvenience caused. This lack of customer service was completely unacceptable. Due to this experience, I was forced to pay 125 euros for a hotel stay and take a rescheduled flight at 10:00 on 24th February. This caused significant disruption to my schedule and added unnecessary stress. I am requesting the following compensation: 1) A full refund for the original flight (PC1173 on 23-02-2025). 2) Reimbursement of $127.5 for the hotel. 3) Additional compensation for the inconvenience and disruption caused. I expect a prompt and fair resolution. Should you need any further details, please contact me directly. Thank you for your attention. Sincerely, Jawad Salah- Economy
Paula S
Verified | Feb 24, 2025Economy
the flight did not arrive at Manchester but diverted to Gatw
the flight was diverted to London Gatwick where we were given no assistance what so ever and left standing around for over two hours eventually being moved outside to stand for approx one hour before boarding a bus to take us to Manchester where we were left outside terminal two. I was travelling alone with no means of contacting my family who were unfortunately were left at Manchester with no information about this diversion . I do realise that Pegasus have no presence at Gatwick but to have no one to guide people to a meeting place and then inform them of what was happening was very bad ,I actually arrive at Manchester approx. nine hours after my original arrival time- Economy
Vasim M
Verified | Feb 21, 2025Manchester-Sharjah
Economy
Technical problems
Incident Summary: 1. Inordinate Delay Due to Technical Issues: Upon arrival at Manchester Airport, I was informed of a significant delay attributed to technical malfunctions with the aircraft. This delay extended beyond 15 plus hours, culminating in the deployment of an alternative aircraft that did not arrive until the following day. Such a protracted delay is inexcusable and reflects a severe lapse in operational efficiency. 2. Inadequate and Misleading Provision of Facilities: Initially, passengers were assured that vouchers would be distributed to mitigate the inconvenience. However, the vouchers provided were either inactive or, when functional, limited to a meager offering of French fries and a burger. This paltry provision is a blatant disregard for passenger welfare during extended delays. 3. Unfulfilled Promises of Accommodation: We were explicitly promised accommodation in Istanbul should further delays occur. Contrary to this assurance, upon our delayed arrival in Istanbul, no such arrangements were made, compelling passengers to endure additional discomfort without any support. 4. Excessive Total Delay: The cumulative effect of these failures resulted in an arrival in Dubai more than 24 hours later than scheduled where in place of arriving on 18th of Feb I arrived in Sharjah on 19th of Feb. This egregious delay caused significant mental and physical distress, exacerbated by the lack of adequate support and communication from Pegasus Airlines. 5. Professional Repercussions: The extensive delay led to the forfeiture of a critical business meeting, inflicting substantial professional and financial repercussions.- Manchester-Sharjah
- Economy
View more