Pegasus Airlines Customer Service Issues

I would love to commend your company as one of the best and most affordable I have ever encountered. I have flown with 39 different companies over the past 70 trips. However, I must express my dissatisfaction with the service provided by Alyzia at Roissy, flight number pc1134, on April 30th, [redacted]. A dark-skinned (of African origin) woman displayed incompetence and a lack of knowledge of aviation regulations. She made me wait for 1 hour and 29 minutes, humiliating me in front of other passengers, despite my French passport and nationality. She repeatedly referenced outdated COVID measures from March 7th. I hope that the company will take action to ensure loyal customers are not mistreated by individuals like her. In an attempt to belittle me, she even stated, "You shouldn't have taken a flight with a low-cost company." On the bright side, a gentleman working for Alyzia showed kindness and understanding, admitting his limitations as he explained he was under her authority. Despite her disrespectful behavior towards your customers, I trust my feedback will be beneficial in enhancing your company and eliminating individuals who tarnish your reputation with their actions. Sincerely.

Delayed Flight Compensation Request Reference: PC996 and transfer PC7230 Dear Sir/Madam, I am writing to claim compensation under Art. 7 Regulation (EC) No. [redacted]/[redacted] for the delay of my flight PC996 on April 29, [redacted], with reservation JT22TXQ. On March 29, [redacted], I was booked on flights to Egypt, Hurghada, with a transfer in Turkey, Istanbul. The original departure from Germany, Frankfurt to Turkey, Istanbul, scheduled for 17:40, was delayed by [redacted] minutes to 19:30 without extraordinary circumstances causing the delay. Despite being assured at check-in that I would safely reach my transfer in Istanbul, the flight landed after midnight, causing me to miss the connecting flight at 23:50. I was provided accommodation at IBIS Hotel Tuzla in Istanbul by your company. Regrettably, I lost a day of my holiday in Egypt due to the flight cancellation. I am entitled to €[redacted] in compensation, which I expect to receive within 14 days. For transfer, please use the following bank account details: Mrs Krisztina Lantos IBAN: DE71 7[redacted] 0[redacted] 63 BIC/SWIFT: BYLADEM1SWU SPARKASSE MAINFRANKEN WÜRZBURG Currency: EURO If no response is received within 14 days, I will seek legal assistance. Yours sincerely, Mrs Krisztina Lantos

I need to change my connecting flight from September 25 to September 26 with booking reference PRN G8BCU3. Additionally, my seat selection for extra legroom has changed due to a different aircraft, and I'm unable to address these issues online. I've encountered difficulties reaching the Turkey and UK customer service numbers, which either don't connect or play recorded messages. Despite emailing for assistance and being directed to call, I've been unsuccessful for three days. I opted to cancel my flexi ticket and book a new flight with another airline due to the inability to contact Pegasus promptly in case of a significant issue closer to the travel date.

Hello, my name is Alexander Acosta, passport number AO917515 from Colombia. I traveled with your company on June 14th from Madrid to Dubai with a layover in Istanbul. Unfortunately, everything turned into a nightmare from when the check-in lady told me that my family group couldn't travel to Dubai because my daughter's and wife's passports had 5 months left before expiry, and we wouldn't be allowed into Dubai. Feeling helpless with her response, we decided to only travel to Turkey, carrying cabin luggage. We checked in and boarding the flight, an airline staff member took our bags because there was no space in the cabin. Upon arriving in Istanbul, Pegasus staff informed us that we had no issue traveling to Dubai, as only 3 months validity on the passport was required. We tried to catch the flight, but missed it due to the negligence of the Pegasus staff in Madrid. We lost our money and upon retrieving our luggage, only one bag was given to us, the rest were sent to Dubai instead of Istanbul. To sum it up, one bag is still missing up to today. I visited Dubai Airport multiple times but couldn't get any information about my missing bag. I tried to contact you but haven't been successful. This has been a disrespectful experience, ruining my vacation, and no one has reached out to me. My contact email is [redacted] The baggage claim report number is SAWPC54413. I urgently need a resolution, please.

I have formulated a complaint for Pegasus Airlines but it is too long to send directly. Firstly, I am requesting a refund for the extra baggage I purchased online, yet had to repay for at the airport due to it not being registered in the system. Additionally, I am seeking compensation for missing a flight as a result of long queues at Amsterdam Schiphol airport. The poor customer service experienced exacerbated the situation. Despite our baggage being checked in, we arrived late at the gate, only to have the doors closed on us along with missing baggage. Subsequently, we had to purchase new tickets at double the cost to reach our destination with a delay. The lack of consideration and mismanagement not only inconvenienced us but also jeopardized our connection to Tbilisi.

On July 21, [redacted], my family and I embarked on a trip from Stansted Airport to Erbil International Airport with a layover at Sabiha Gokcen Airport on Pegasus flights PC1166 and PC820. At Stansted, we encountered unexpected requirements for proof of vaccination or PCR tests. While my mother had the necessary vaccinations, my sister (19) and I (15) had to undergo PCR tests on-site. The total cost of £[redacted] was reduced by £24 courtesy of the testing personnel. Despite negative results, the time-consuming tests almost caused us to miss our 5 pm UK departure, despite arriving 3.5 hours early. Our return journey on September 3 from Erbil to Stansted with layovers in Izmir and Istanbul on flights PC817, PC2182, and PC1531 raised concerns about PCR testing requirements. Research revealed Pegasus' June 10, [redacted] announcement that vaccine, PCR, and quarantine mandates for Turkey travel had been lifted, and Iraq had similar relaxed regulations. The unfriendly staff member at Stansted, encountered both this trip and three years ago, added unnecessary stress. Given the discontinuation of these requirements over a month prior to our travel date, I question why our holiday was disrupted and significant funds wasted.

Hello, I am having an issue with the Pegasus application. On the 5th of September, I attempted to purchase extra weight for my flight (YWLU85). I made the payment, but then encountered a page error stating "An unexpected error has occurred". I contacted the Kuwait office to report the problem. They informed me that there was no transaction in the system and assured me it would be refunded within 48 hours. However, the amount was deducted from my bank account and four days have passed without receiving a refund.

Upon arrival, my connecting flight was missed due to insufficient time. Seeking help, I was redirected to various airport departments without receiving assistance. Eventually, directed to a supervisor who not only refused to aid but also mocked the situation with colleagues, leaving me without any guidance on the next steps. During this distressing experience, the supervisor callously remarked that my financial situation was inconsequential when I sought help, causing further distress. Despite a day of aimlessly seeking aid, my cabin luggage was retained by airport staff, adding to the ordeal. Despite my efforts over a month to retrieve the luggage, which contains essential work equipment and a rented camera incurring additional costs daily, there has been no cooperation or response. Furthermore, mishandling of my sister's luggage on a separate occasion led to a week-long wait for its return without any compensation offered. To address these issues and reclaim my belongings, the ongoing attempts to contact the airline have proven futile, with extended wait times and unhelpful responses provided when communication is possible. The airline's negligence and lack of accountability have left me in a distressing situation, where my possessions are being withheld unjustly. Seeking resolution and compensation for the incurred losses.

On 06-10-[redacted], I was supposed to board a flight from Istanbul to Moscow at 9:45 am. When I arrived to board with my boarding pass, the staff asked if I, as an Italian, had been vaccinated. I showed them my certification for 4 vaccines, also in English, with the latest vaccination on 23-09-[redacted]. However, they refused me boarding, despite my explanations about previous flights with Pegasus and my health conditions at 80 years old with diabetes and required medication in Moscow. I pleaded with the staff, even asking my children for money, who sent me [redacted] euros for a new ticket. I managed to board on 07-10-[redacted] without issues, showing my 4 vaccinations. I am now seeking reimbursement for the [redacted] euros spent.

1. I kindly request to update my Russian passport number to match my British passport number for my upcoming flight VV2H18 PC387 on November 14, [redacted], from Moscow to Istanbul to London under order No. The system automatically changed my British passport number to the Russian one when I booked the return ticket to London via Kupibilet after purchasing the initial ticket to Moscow through OneTwoTrip with the Russian passport number. Both tickets were issued with the same passport number for the Moscow flight. I've contacted Kupibilet on October 26 but was directed to Pegasus today due to their high workload. I would appreciate your prompt correction and issuance of my London return ticket with the correct British passport number. Thank you in advance for your assistance. 2. Could you please confirm if I am allowed to bring a 20kg suitcase and an 8kg 55x20x40 cm bag along with a laptop bag as cabin luggage for my flight VV2H18, Order No: as shown on the ticket? The information is in Turkish on the ticket and I require clarification without translation. 3. I have attempted to submit my request on the Pegasus airline website five times, but each time it failed due to technical issues.

I have booked a Pegasus flight departing from Sharjah Airport to Turkey/Munich, with a prior flight from Manila to DXB (Dubai) via Cebu Pacific. As a Filipino citizen, I require a transit visa to leave DXB and transfer to Sharjah. I've attempted to contact Pegasus via email for visa processing but have not yet received a response. I am considering using a travel agent as a last resort, but I am hopeful for a reply from Pegasus. I have sent multiple emails over the past 2-3 days without any response. If you have any advice on obtaining a transit visa, specifically if I need a 48-hour or 96-hour one, I would greatly appreciate it. Thank you for your assistance. Best regards, R. Calma

On the 29th of March, I took my first flight in Israel with Pegasus Airlines. Unfortunately, my boarding pass was lost during the hand baggage check. The airport crew advised me to get a new one, but the second pass did not have my main luggage number. During my layover in Istanbul, the Pegasus check-in staff explained they couldn't update my luggage number because the information was missing from my pass. As a result, my luggage didn't make it on the flight with me as I traveled to Sri Lanka for my mother's 70th birthday for a two-week visit. I am in need of urgent assistance to locate and send my main luggage promptly. My name is H.D. Niluka Priyadarshani Gunathilaka, and my passport number is N [redacted]. I also have a photo of my luggage with a serial number for identification. I greatly appreciate your help in resolving this matter promptly. Thank you.

Subject: Issue with Luggage Bag Condition on Flight PC5035 To Whom It May Concern at Pegasus Airlines, I am writing to address a concern I experienced with my luggage during my recent flight from Antalya Airport (AYT) to Frankfurt Airport (FRA) on flight number PC5035 on 06/04/[redacted]. Upon retrieving my luggage at Frankfurt Main Airport, I noticed that the bag, which is a large size suitable for the ULD, had a broken wheel and was extremely wet. The bag was in good condition when I handed it over in Antalya and was checked until the last minute before boarding. I faced difficulty moving it due to the damage. I promptly reported the issue at the airport, and I was advised to contact you directly. I kindly request a refund for the inconvenience caused. Your prompt attention to this matter would be greatly appreciated. Thank you for your assistance. Sincerely, Serzad Ali Frankfurter Str. 77, [redacted] Gießen

Hello, I hope you are well. I encountered a serious problem regarding a recent purchase. Yesterday, I acquired 3 tickets from Tabriz to Istanbul but unfortunately for the incorrect date. Subsequently, I reached out to the agency to rectify the date, but they informed me that all the funds would be forfeited, and I would need to purchase the same tickets again. Since our arrival in Istanbul was time-sensitive, I had to purchase the tickets once more. However, the double payment for the tickets has caused significant issues for our family as we frequently travel between Tabriz and Istanbul. Attached are the tickets for your reference. I kindly request your assistance in facilitating a refund for the duplicate purchase. Thank you, Best regards, Rafizadeh

Good morning, I am writing in response to your earlier communication. I want to clarify that I originally initiated this process on February 21st, as evidenced by the registration letter enclosed below. While I did submit the receipts in early March, the crucial date for the start of the process was indeed February 21st, well within the 21-day period. I urge you to reevaluate the situation promptly; otherwise, I may have no choice but to seek legal counsel and pursue necessary action. Your attention to this matter is greatly appreciated. Let's not forget the challenging circumstance of being without our belongings during the luxury cruise for 8 days. Thank you for your assistance and cooperation. Best regards, Lehel [redacted]

Good morning, On June 27th, my luggage was lost on flights PC757 from Beirut to Istanbul and PC1099 from Istanbul to Madrid. My name is M. E. S. Sanchez, tag number PC527759. The missing items include a black Lipright design soft material bag with Polo's logo containing 6 sweets' Arabic boxes, 2 small bags, 7 packs of coffee, various food packages, Arabic spices (valued at 60 euros), 2 pairs of blue shoes, and date sweets.

I booked a flight from Muscat to London with a layover in Turkey. Upon arrival in Turkey, I encountered issues with my visa and was not allowed on the plane. Turkish Airlines booked another ticket from Turkey to London for me, but my bag did not make it to London. Pegasus Airlines indicated that my bag was in Turkey and requested [redacted]€ for its delivery. I am puzzled as to why my bag was left in Turkey instead of being transferred to London. When I tried to collect the bag, I was denied and informed about the need for a Turkish visa to retrieve it. I am considering legal action due to the inconvenience and frustration caused by this situation, especially when communication is difficult.

Dear Sir/Madam, Regarding my flights from Dubai to Istanbul with booking number [redacted]3 and Istanbul to Tirana with booking number [redacted]5, both one-way tickets under the name GERMENJI/SILVANA. I wish to inform you that my travel plans to Singapore were disrupted as I was denied entry and sent back after 3 days. This led to my return flight from Dubai to my country being altered due to circumstances beyond my control. The itinerary included a ticket from Singapore to Doha with a return journey on the same ticket, along with a separate ticket for Doha to Dubai, Dubai to Istanbul, and then to Tirana on 7 Aug, which was affected by the changes made by Singapore authorities. I have contacted Trip.com, but they advised me to reach out to the airline directly for a possible refund and request an official email explaining the exception to their refund policy. Please confirm if a refund is possible and let me know if you require all the tickets from my itinerary for further assistance.

I purchased two tickets for a London to Tbilisi round trip on edreams three months ago for me and another person. Unfortunately, due to transit visa issues for Nigerian Nationals, we couldn't make the trip. Now, I am considering using the tickets for a solo travel. The ticket isn't open, so I wanted to know if there are any conditions for this change. We are not seeking a refund, especially as students facing challenges. Additionally, as a Nigerian passport holder, I am seeking guidance on obtaining a transit visa from Tbilisi to London and vice versa for future travels. I would like to know the process, cost, and duration involved in acquiring these visas. Thank you, G.C.

On August 14, [redacted], I was scheduled to fly from Ankara to Krakow on Pegasus Airlines flight PC1747. Unfortunately, I encountered an issue where a member of the airport crew prevented me from boarding without giving a clear explanation, resulting in the cancellation of my flight. Despite having already passed through passport control with an exit stamp from Turkey, I was still denied boarding. The crew member mentioned a fee the company would incur because of me but did not provide any documentation or further details. I have been left confused and frustrated as my attempts to seek clarification from other staff members have been unsuccessful.