Pegasus Airlines
Reviews and Complaints

Hi

I have 2 question hope you can answer them.

1. my booking is Stockholm - Baghdad 20/ 09 and maybe I can not fly on this date as my passport is under processing and not sure if I can get it before that date. What is the time period prior to the flight TIME I can change my flight?

2- Is HELSINKI one of your destinations? can I fly from Helsinki to Istanbul?

Hani Ahmed

PNR SV4GZK

Flight place from Tehran IKA leaving to Istanbul on Tuesday, 6 sep 2022 4:40 we had our flight.

A tall man working at the boarding pas counter of Pegasus who was setting next to the person who was helping us at the counter told us that we need to check in our bags due to the flight being full regardless of the fact that the person who was helping had said we’re ready to go.

I responded by saying “my backpack goes under the front seat and doesn’t take baggage space” He said “there is no such thing as putting your personal bag under the seat and such a thing doesn’t exist ” I said “I’ve always been doing that what do you mean” he said “you’ve always been doing the wrong thing” I said “so your saying my whole trip every airline was wrong? ”. He responded by saying “just because you said that I my self will stand in front and deny you from boarding the air plane!”

The staff at Pegasus airline need to be more educated on how people travel and need to know that such a response is completely unprofessional.

To whom it my concern,

My connecting flight from Budapest to Istanbul was scheduled to leave at 13:20pm, I arrived at the airport via my connecting flight at 11.50am so I had enough time to board the flight. Once I reached the airport I went to the Pegasus desk however they said the desk had closed and they are unable to help me. I showed them my boarding pass (attached) and mentioned that I had NO check-in luggage as I only had 1x hand luggage but they informed me that I did not have the correct boarding pass as it did NOT HAVE THE QR CODE therefore there was a technical issue on Pegasus side as they did not provide me with the correct travel documents.

I was extremely shocked and surprised as the boarding pass which Pegasus issued me was the one I had showed the man at the desk. I was told to go to the Pegasus help desk and speak to them, I was in a panic as I did not want to miss my flight as I needed to arrive in Istanbul by the 15th July as I was booked in for a hospital procedure on Saturday 16th July.

The staff at the Pegasus helpdesk were extremely rude and unhelpful, they gave me a slip which had some contact numbers for me to call – I have attached this for your reference. I called the Pegasus number on [protected] and asked if they can help me, I explained the situation however every time I was talking the call kept dropping so I had to call back and explain my situation AGAIN. I did this numerous times and due to this my call charges were extremely high costing me £166.00 – Bill attached as evidence.

Due to the delay and me missing my flight I had to buy another ticket to Istanbul for the following day which I had to pay for myself as Pegasus call centre said they cannot help me. They agreed that it was Pegasus’s fault for not issuing the correct boarding pass with the QR code however I needed to send an email and provide all the information which I am doing now. I have attached the boarding pass which I was issued so you can see that NO QR code was on the boarding pass I received. I also had to book a hotel and pay for the taxi to and from the hotel which is an expense I should not have incurred.

I was travelling to Istanbul on Friday 15th July as I had a medical procedure booked for Saturday 16th July – see hospital letter attached. As my flight was delayed the hospital pushed back my procedure to Monday 18th July (morning) as the clinic was closed on Sunday. My original flight back to Stansted was booked for Sunday 17th July at 13:30pm however as my procedure was delayed I had to purchase a new return ticket for Monday 18th July (evening). This whole experience was extremely upsetting and caused a lot of anxiety and stress which I did not need, I was travelling alone which made it even worse. I had arranged childcare for my 4 year daughter until Sunday evening as I am a single parent however again due to the delay I had to arrange childcare until Monday evening which again was very stressful.

I have attached my original flight details alongside my connecting flight details (cost £386.00), I have also attached the new 2x tickets I had to purchase due to the flight delay caused by Ryanair. Budapest to Istanbul £84.00 and Istanbul – Stansted £108.86. I have also attached a receipt of the hotel booking in Budapest which I had to pay for £43.11 and also the taxi cost (cost attached £13.24).

Due to the negligence of your company Pegasus and the rude staff at Budapest Airport I am formally making a complaint and expect to be re-imbursed for my original ticket, the additional tickets, my call charges and also the charges for the hotel and taxi. My family and I have used your services numerous times over the years however this was by far the worse experienced I ever had.

I hope the above is not taken lightly, I look forward to a senior manager responding to my email.

We are a family from Ukraine, had tickets for PC426 (Istanbul-Kharkiv) on the 16th May (Kostin), booked through Travala.com. On the 24th of February our city Kharkiv was shelled by russian army and our airport was ruined on a first day of invasion. I knew that we would not be able to make this flight so I requested to refund my tickets (it was not my family's fault that russia invaded my county and that the airport was destroyed). My case went under a voluntary refund and was not investigated correctly. Travala stated that they wrote to the airlines several times as well and didnt get any respond so far. I am positive that I 100% is entitled for a full refund. Right now my family is a refugee and believe me I wont stop untill I get my money back. Otherwise I will assume that you support russians and their invasion and will advertise it from a different side on social networks.

I need a superior to resolve my issue.

Dear Sir/Madam,

I am writing to request for compensation for being incorrectly advised by Pegasus staff to purchase a ticket for £600/-.

I will explain the situation.

I travelled to Turkey with my children on 24th July 2022 from UK, where I am a resident and hold an indefinite leave to remain status. Unfortunately, I left my biometric card at home and didn’t have it on me at the time of travel. After some verification from immigration and police at Istanbul airport I was allowed to enter and spent a week on holiday.

Our return flight was on 1st August 2022. I managed to pass through immigration at Istanbul Saiha Gokcen airport but when it was time to board the flight, Pegasus staff refused to let me fly without my original biometric card. I showed them a photo of my card on my mobile but they refused to accept that. I respected their decision and told my children, who all hold British Passports, to board the flight and asked their father to get my biometric card and fly back with it so I can return to UK.

After my family landed in UK, they explained the situation to the immigration staff at UK Stansted airport and they advised them to tell me to speak to Pegasus airline desk and ask the airline to contact the immigration liaison officer at UK embassy and they will be able to verify my identity and allow me to fly. It was night time so there was no one at the desk so the next morning I went to the Pegasus desk and explained them that I had a flight yesterday which I was allowed to board because I did not have my biometric card. I then told them that my family have landed in UK and they have been advised that I can ask Pegasus to contact the UK Embassy and speak to the Immigration Liaison Officer who will be able to verify me and give permission for me to travel. I told them I still don’t have my biometric card. The lady at the desk said ok and she was on the phone and then did some paper work and I was waiting for about half hour while she was doing that. Then I specifically asked her will I be able to fly to UK now, she said YES. Then she took me out of the international airport then brought me back through immigration and then told me that I will have to buy a new ticket for the flight at 11:20am. So I went to the counter and bought a new ticket for £600/-. Finally, it was time to go the gate and again the boarding staff stopped me, this time they said to wait so I waited till all the passengers boarded the flight. I told them that Pegasus desk have spoken to UK embassy and they have confirmed that I can fly. The lady at the gate checks on her phone and says no there is no message to say you are allowed and cancels my boarding pass. I quickly go back to the Pegasus desk and tell the lady there that they did not let me board the flight. She says why? I said they are saying I need the original biometric card, she still does not say that you need the original card and asks me to wait and she is again on the phone and doing some paper work. I request her to hurry up as they are making final announcements to board the flight. She says I have to wait and can’t go on the 11:20am flight! Again, she asks her colleague to take me out of international side and come back through immigration again! Then I am told by the colleague that without biometric I can’t go, I told him then why did you tell me I can and make me buy another ticket for £600/-. He said sorry and walked away. Then I went back to the ticket desk and had to buy another ticket for the next day when the children’s father was bringing my biometric card.

My dispute is only for the first ticket of £600/- which I was wrongly advised to purchase. If I was not going to be allowed to fly and board the flight they should have not advised me otherwise and given me incorrect information.

I would appreciate if you could get back to me.

Kind regards,

Heena Oomerbhoy

To whom it may concern

Hello

I have traveled from Erbil Iraq to Istanbul Turkey and vise bursa with Pegasus airline I must say this was the most unprofessional and uncomfortable flight I have ever been in my uncle and I were thirsty and wanted to buy 2 bottle of water but we only had $100 bills and they said we don’t have change so not only they didn’t change the money for us but they didn’t even give us water the whole trip we were dehydrate it what kind of airline are you charging people between $400-$600 for a round trip ticket between Erbil to Istanbul which is only 2 hire flight and you don’t even give people free water shame on you and your airline and the people who work in the plane they are so rude and only speak Turkish to people while %95 of the people are Kurdish I will never ever fly with Pegasus airlines again

I was travelling from Terminal 2 of Manchester Airport to Istanbul (Turkey) on Pegasus Airline (Flight PC 1180) on 22 August 2022 with my wife and three children (me and my children have British Passports) while my wife SHAMAIL SHAHRANI (who is 15 weeks pregnant) has Afghan Passport with British BRP having Indefinite Leave to Remain in UK.

At around 9:30 - 9:45, all of us joined the queue to get boarding pass and check - in baggage at Pegasus's Counter No. B12 where there was a staff (male in his 30's and had Asian appearance). We approached the counter and showed our passports (4 British passports and 1 Afghan passport). He looked at the passports in a unusual way and taking relatively longer time at each of them and then he asked me whether my wife has Turkey's visa or not. My wife stepped in and she showed her Turish visa which was B1 Visa (touristic visa). Then he took a little bit time he said that we cannot travel until we show our Covid certificate (a condition neither required by the British nor Turkish Governments). I told him that all of us have been vaccinated and then he asked me to provide him the evidence (not certificate). I told him that when we were purchasing our tickets, the travel agent did not say anything about taking our Covid vaccination certificates and also there has nothing being mentioned in out tickets as I pointed to the paper copy of our tickets. But he insisted that we must show our Covid evidence. This was the time that I started checking NHS's website trying to find the Covid Vaccination Certificate for us and these things take some time. At that time that particular staff asked me to leave the queue so he can serve other passengers and saying that it was getting late for others and I responded to him by saying that we are also passengers and we don't want to be late as well. Then I told him that the Covid vaccination certificate is not a requirement by the Pegasus airline and the Turkish Government. But he was insisting that we must show him the evidence for In the meantime when he was insisting for Covid evidence, I realised that groups of passengers were checking in in the counter next to us (Counter No. 13 or 14) and no one was being asked to show the Covid evidence. Then I told him that these passengers are not being asked to show the covid evidence. Secondly, you are discriminating against us and insisting for Covid evidence while other passengers are not being asked for Covid vaccination by the Pegasus staff in other counters. As soon he heard this, he told me that the holders of British passports are not required to show the Covid evidence (which was in contradiction with what he was arguing with me earlier and kept me and my family standing in front of dozens of passengers travelling onnthe same flight) and he said that since my wife doesn't have British passport, she must show her Covid evidence...

Then I showed him the printed copy of my wife's Turkish visa (B1) where the issue of Covid Certificate was never mentioned but still he insisted for the evidence simply saying that it is the rule and when I asked him which rule and asked him whether he can show me a written copy of that rule, then he said that he will not serve us and he left the counter. We were left there in the counter unattended for few minutes and all other passengers in the queue were looking towards us in a strange manner. After that a gentleman from the next counter (Counter 13 or 14) who was watching us earlier and particularly the way we were being treated by this staff, he asked us to come to his counter and he served us and at that point there was a lady from the Pegasus who came to that counter to check what was going on, I asked her where is the rule which saying anyone travelling with non - British passport should present Covid vaccination certificate and those who travel with British passport doesn't need Covid evidence and she checked over the phone with someone and in return everything was cleared and there was no need for Covid evidence.

The entire scenario took around 40 - 45 minutes and my wife being pregnant was standing and being pregnant she was feeling a lot of pain.

Therefore based on this unfortunate treatment of is by a staff of Pegasus for unnecessary reasons when there was no legal or regulatory requirement and specially my wife was pregnant and she felt a lot of pain plus both of my elder children were with me and both have registered disabilities (one has neurological disorder with Clubfoot and the other has scoliosis - I will provide medical evidence of their disability if you require them). So I do request the management of Pegasus Airline to investigate this serious issue, take appropriate action against that particular staff and compensate us for that staff's discrimination, giving us hard time in front of dozens of people and causing significant pain to a pregnant woman and disabled children. I look forward to hearing from you soon. If we don't get the satisfactory response by the management of Pegasus, we will not hesitate to open a legal case against Pegasus on this matter. For evidence of this incident, please refer to CCTV cameras installed on the counter B12 (Terminal 2 - Manchester Airport on 22/08/2022).

Sincerely,

Wahidullah Shahrani

150 Beresford Street

Manchester

M14 4RX

UK Mobile Phone & WhatsApp No. +[protected]

email: wah. [protected]@gmail.com

DO NOT FLY WITH THIS AIRLINE!

their customer service is absolutely appalling and they do not care about you!

They denied us entry on plane even though I had all my vaccine certificates and PCRs.

I have missed 4 days of my holiday because of their foolish customer service and won't help me or give me any alternative options.

If you don't want to loose your money or have problems at the airport, I HIGHLY suggest you not to fly with them!

Flight delayed even almost all passengers have boarded on time to the airplane but the crew was waiting more than 90 minutes for still missing passengers

1. Connection flight was missed because your airline waited for 95 minutes for a few passengers to get to the plane to istanbul due to "lack of securtity control empoyees"

2. In istanbul the plane didn't wait even one minutes for us Israeli passengers

3. The destination was reached with a delay of more that 10 hrs! More than 3 hrs delay require compensation!

I have all proof that it was not my fault and no higher reason caused this problem .

I have numerous times requested from the airline to take responsibility, the first 2 requests have been replied with generic templates that do not correlate to my request as states " refuse to compensate or reimburse as delay due to "unpredicted weather" - the weather had surely no impact to this.

Remaining attempts to get a respond and my right have been simply ignbored by the company

Hello Team,

I appreciate your quick respond and action for the inappropriate action and insults, threats I faced in Bergamo airport in Milano as I have a valid residential permission of stay in Milano. listing what happened:

1- I had a valid flight ticket and came on time for airport

2- Valid E - Visa of Turkey, valid passport and valid Schengen for Europe

3- the 2 girls standing in check in refused to do my check in after bagging to them to call their manager to fix the issue. they refused and insulted me and threated me that they will prevent me to fly from Milano airport many times.

4- No one in airport helped me except few that help me to reach B4 the airplane gate and then the 2 girls where here and prevent me again from travelling

5- I didnt only use a big amount of money that I reserved to go to turkey but also I faced an emotional abuse and humiliation as if I am not a human and they traits me with a very racist attitude.

6- last thing I recieved a confirmation from the consulate of Turkey that I can travel with my Visa, which they mention its not valid.

As a you are a big company, I am looking forward to know what the exact procedures you will do not only to compensate and refund my flight ticket it not only but compensate the emotional abuse and the depression I am facing because of the racism and the lack of responsibility and reliability they did with me.

I am sorry but this is not a joke people pay money and you don't know anything about their circumstances and it was really immature and irresponsible what they did. I am waiting the management to provide me with a feedback hopefully before end of this day. My mail is Sama. [protected]@gmail.com. booking number for flight [protected].

To Whom It May Concern,

I'm writing regarding my delayed flight. Due to the delayed flight from Nuremberg MAZ45M PC5034 to Ankara I missed my connecting flight from Antalya PC8041 to Ankara. We waited inside the plane for possibly more than two hours in Nuremberg/Germany, due to this delay I missed my connecting flight and was provided an option to go to İstanbul SAW and take another flight to Ankara. I chose this option but I had to wait four and half hours at SAW. In total, I had to spend fourteen and half hours at different airports. My total delay was more than seven hours. I was supposed to arrive in Ankara at 9:55 but instead arrived at 17:40. Due to your poor service I even had COVID19 during this long trip. I demand FULL COMPENSATION for my international flight as you claimed in PASSENGER RIGHTS BROCHURE. I have attached related boarding passes. I am waiting for your resolution for this matter as soon as possible. Although I tried to write Pegasus on their website for several times they denied to send my complain/message. After such a poor service they do not even let their customers to reach out them. However I will try every way until I get the compensation that I deserve to get. Thank you.

Regards,

Devrim Ekim Kocadere

Dear Sir/Madam,

This is Naseem Kachwala,me and my husband Mohammed Morbiwala are in great trouble.

So our agent has booked Pegasus flight tickets from Antalya to Cyprus and Cyprus to Kayseri.When we landed at the Cyprus airport they told us,there is no transit flight from Cyprus to Kayseri.

We have been put in police custody for no fault of us.How can a airline issue tickets when there is no flight.Now we will deported back to Antalya after 8 hours,till then we will be sitting here for no fault of ours.I want justice as an airline has issued a ticket without there being an actual flight.And we are sitting in one room,in police custody at the airport.

We need compensation for this as for no fault we have to pay extra and also suffer like this.

Attached are photos of the issued tickets.

Regards

Naseem

PNR NUMBER LYKTJZ,

I have booked a flight with Pegasus from Manchester to Karachi, my flight was delayed @ Manchester airport I had a connection in turkey which we missed to to flight delayed! my total trip was only for 4 days I went to pick my mom and return was booked with Qatar airways on 2nd June 2022, when our plane reached to turkey we have been informed our plane has left and we have to stay in hotel for 2 days and next available flight was on 1st June 2022 @ 2100,

if I have stayed in hotel I could mot even made it for my return flight which was due 0410am on 2nd June 2022, and I had holidays till Thursday and I had to go back to work on 3rd June 2022.

even I shown staff member my return tickets, but no one there to help in my unforeseen circumstances I had no choice to re book with different airline Air Arabia from turkey to Karachi same night on 30th may 2022 which cost me £324.37

please see attached bank statement and other evidence

I have been told that I will receive a refund for a flight from turkey to Karachi which still I haven't received in my account

(NOTE I HAVE TRIED TO SUBMIT PDF FILES BUT SYSTEM WONT ALLOWED ME, PLEASE GIVE ME YOUR EMAIL SO I CAN FORWARD FURTHER PROOF ON YOUR EMAIL)

Dear sir/madam,

I had a flight booked for 9pm Saturday 21st May unfortunately due to unforeseen circumstances that was out of our control and due to the long queues at the check in desk as we were in the line at 8pm and the people at the check in desk made the announcement that it was now closing since its one hour before departure. Even though previously when we arrived at Stanstead and asked one of the airport staff how long before the flight does the check in desk close and they told us 30 minutes but as long as you're there at least 45 minutes before you should be able to board your flight and check in without any issues. So when the announcement was made we went to the desks and tried to tell the lady what happened, to our dismay she laughed in our faces showed absolutely no remorse for our situation even went as far as calling someone else over who had the exact same reaction. We were in shock not only at the possibility of not making our flight but the way we are being treated and spoken to, at this point we were pleading with them and if they were to explain the procedure and show an ounce of sympathy I would understand but they didn't. You could see in our faces that we were physically upset and a little empathy would've gone a long way but the attitude of these ladies were disgusting and no one should ever be treated like that, it made me feel less than human and this was the first time flying with this airline and I dont think I ever will again.

my last chat with Opodo tthey stated that the money not refunded by the airline company (Pegasus) and need proof that its refunded , ihave called Pegasus customer services they said its refunded on 17Oct2021 but Opodo said in yesterday chat that not refunded yet and they need proof from airline Pegasus.

First we specifically told the baggage lady that we are bringing this bag as a carry on and will and yet she sent it through and I can only assume the airline have stolen the contents as they not only asked for all the valuables to be put inside the bag but then went against literally being told to their face not to send it to be put in the actual luggage bit and I don’t know if it is because pegasus only hires people with half a brain cell and doesn’t understand how to do her job even being reluctant to go try get my luggage back which also leads me to believe they do this on purpose after reading other complaints

They purposely “lose” your bag cause they are scammers the entire airline is a joke terrible customer service no actual working phone contact numbers just an appalling company overall i’ve lost so many documents stored on my laptop that I will never see again which is worse than having anything of monetary value taken. Don’t go with pegasus they will steal your money and your [censored]

Hello. My name is Ekaterina. My luggage was lost 27.04.2022-28.04.2022 on the way from Amsterdam to Tbilisi via SAW (Istanbul) while I was flying Pegasus in both of the cases. And never found. On the check-in the staff forgot to put a label on my luggage although I asked twice whether it will fly directly to Tbilisi - it was very important BECAUSE I HAD A WEDDING! And all our clothes for the ceremony and honeymoon was inside.

I filled the form of Lost Luggage in Tbilisi, but the whole process was awfully managed - the parties (Tbilisi-Pegasus-Schiphol) never knew what was the recent status on the case. Whenever I called to Pegasus they always offered me the same WRONG bag, describing the things inside of it, every single time.

There are 3 days left until the luggage is officially lost forever (21 days after the flight). Hopefully I will at least get a compensation for the ruined wedding and awful support.

today 14/05/2022 I tried to do the check in for tomorrow flight. on Pegasus website I've got the message check in not available. I called Customer Service and ask about more options the answer : go to the airport 3 hours before flight and do the check in over there, I said not happy about. I will mention the customer assistant didn't introduce herself and when I asked about her name she just hang up the conversation.

I will mention the first flight, been move to other hours from initial one, and I didn't have a different option just to swallow.

and the crap experience with the customer service. "well DONE" Pegasus.

I will think TWICE... -[protected]. BEFORE I WILL USE YOUR SERVICE.

I'm writing to complain and claim full reimbursement of ticket Ankara-Dubai, even that won't be enough to cover the stress and inconvenience Pegasus team caused. On the way back to Dubai, they did not let me travel! saying Dubai is not accepting me because of my passport! passport have been

extended; however, I went to Georgia with that, I got a new residency visa stamp, so my passport is valid. I'm stuck abroad & my country don't issue a new passport out of country. firstly, Pegasus check in team abused me, saying it's my problem, they were laughing about me asking them for help, I was begging to help, they never cared, only raised their voice, shout that I got to stay in turkey & get new passport. But why it is not mentioned online that they don’t deal with extended passport? why you me let in to turkey,

without informing me this may happen? why I travelled back by Turkish airlines? So there is no issue in my passport, it is Pegasus just taking money, and ruining my vacation? had to buy ticket in airport, while my plane left without

me! I had to go through Istanbul and spend whole day in airport!

Hello

I have flight from Sarajevo to Istanbul and they delayed the flight cz of the weather and now the flight will be late so I can’t catch the connected flight to Kuwait and they transfer the connected flight to Kuwait the second day on 9 may at night and I can’t stay on airport for 23 hours

I need you to solve this problem and I have to travel to Kuwait today or maximum in the morning

The flight number is 294