Pegasus Airlines
Reviews and Complaints

Ladies and Gentlemen;

Submit a complaint and seek compensation

Yesterday 07.04.2022, a flight at Frankfurt Airport was delayed by 4 hours.

Then, a 24-hour delay for Beirut’s flight at Sabiha Airport, they left us at the airport without securing a hotel to stay in, just because we hold a Syrian passport and under the pretext that the Syrian is not allowed to enter (Is this dealing with humanity).

Since the airline is the cause of the delay, it is obligatory to secure a hotel for overnight stays as a minimum (are there not hotels within the airport?) In all airports in the world there are hotels in the transit area!?

This incident caused us great pain and suffering from the bad and inhuman treatment of this bad company.

Please take my complaint seriously and compensate us for the harm and damage caused by this bad company.

You did not tolerate me with an extra 1 kg

Thank you

Fatima

I want to make a complaint about the bullies you employ in your company as drivers. I ordered a transport to the airport through your company (I am sending you a copy of the order). One of your rascals arrived on time, but he drove me to a completely different airport, where, after consulting with his boss, another bully threw my luggage on the street and escaped. I also showed him the order he was supposed to fulfill, but as you can see, you employ monkeys to serve clients who do not speak any civilized language. This rogue delivered me and my companion to the Istambul Air port. To get to the right airport, I had to take an airport taxi and incur additional costs. I am asking your company to reimburse all costs incurred by me, and to take consequences for the scoundrels who work for you

pegasus

Dear ANDRZEJ Pastuszko,

Thank you for booking your transfer with Pegasus Airlines.

Your booking reference number is: TR591772480.

Transfer Details

Pick-up location: Molton Monapart Mecidiyeköy Mecidiyeköy Mecidiye Kuyu Sk. No:33 34287 Şişli/İstanbul Turkey

Pick-up time: 06:00 Tuesday, March 29, 2022

Drop-off location: Istanbul - Sabiha Gokcen Airport (SAW)

Your payment card has been charged for GBP32.13.

You will find a link to your booking voucher below. This voucher is an important document, so please ensure that all of the booking details are correct.

Please either bring a printed copy with you or ensure that you can access it using your phone or tablet.

I was not allowed to Board my flight from Lviv to Doha on 22nd February, even though it was clearly mentioned by the Ehteraz application that transient passenger's don't require to get approval from Ehteraz. It does not happen just with me...but with many of my friends. Only due to this, we were stuck in Ukraine amidst the war. There was also no clear mentioning of mandatory requirement of Ehteraz approval, anywhere in the Pegasus website.

I had a flight from Istanbul to Athens-Greece on the 17th Feb with Pegasus Airlines and I was denyed taking that flight. They claimed that Greece had a list of allowed countries which Brazil was not part of it. It was actually the correct rule until the 7th Feb, when Greece cancelled the country list and opened borders to all including Brazil. I was connecting flight so I had the entire day at SAW airport so I had time to gather many evidences such as: media publications, Greek official website, other international websites like IATA, other airline's rules etc. I even called the greek embassy itself who confirmed my point.

I explained it all several times to the attendants, supervisor, manager, Pegasus office. None listened, nothing worked. They denyed my check-in to the flight.

The result was: I had to purchase another flight from another company for the next day, had a sleep over in Istanbul and, as expected, could naturally fly to Greece the day after.

I was at the desk for check-in, there were two people at the desk a girl who didn't speak English and a boy who started yelling at me. they asked me for the documents, the boy tells me that the QR code is not ok, made in the UK. they did not know the rules of entry into the UK. he yells at me and tells me to go and do an andigen test. I told him I didn't have to do,i have QR CODE. they didn't understand me and they started yelling at me. they threw my boarding card on the floor, I looked for it, it fell between the luggage belt and the desk. I took out my wallet to show them the documents, after which I left. when I was in control I saw that I no longer had my wallet. I completed the lost and found form yesterday. the flight was from Istanbul to London. that is, Sunday. I landed on Saturday morning without any problems. I only stayed in Istanbul for a day. he has no excuse for how he spoke to me and how he treated me. The people behind me even mentioned why they talk to customers like that, why they shout, no one is deaf. I didn't expect that to happen at the check-in counter. i told him I will do complain and he told me do what ever you want, I don't care.

Sunday , lstambul - London flight nr PC1163 .my name is Nadia Dabica

We were made to pay for an antigen lateral flow test and were only permitted to board with a negative test result. Our flight was from SAW to STN via AMS (TRANSIT ONLY). The Government of Netherlands on their website stipulate that a Covid test is NOT required for transit passengers. An exemption is granted for transit passengers. Despite this official advice, Pegasus Airlines still required us to pay for the test at the airport before they would allow us to check in and board.

The Pegasus airlines lost my bag in December'2021. I had so much struggle in foreign country (Dubai) and my bag was sent after 3 days at the airport and I had to go and collect it. I had to buy cloths and essentials, luggage etc for my self and my teenage daughter who was very annoyed too. I was told by airport staff that it is airlines mistake and they should give full refund. After providing all the receipts, pegasus only offered to pay 380 AED on 22 Jnauary through e0mail. They asked for Bank account and details which provided but till date no refund received. I have sent so many e-mails but have not received any reply. This is horrible and disappointing service. Please refund asap otherwise let me know how to esclate or take it to ombusman. Very difficult dealing with you.

Regards

Pooja Ramchandani

Email: [protected]@yahoo.com

Merhaba, sevgili Pegasus Hava Yolları Personeli!

Bay Kaptan'ın aşırı kabalığı hakkında bilgi vermek istiyorum. Uçuş PC-225 CIT-SAW 01.02.2022, yerel saatle 04.35 civarında.

Benim adım Zhannat Saparova, "Pegasus Havayolları" Temsilci Yardımcısı.

Ne oldu-

(1) Mürettebatın havaalanına sabah 4'te gelmesini bekliyorduk. Ama geç kaldılar.

(2) Uçağa geldiğimizde minibüsün önüne oturdum. Uçak merdivenini bekliyorduk. Uçağın kaptanı hemen söyledi.:

-NEDEN OTURUYORSUN?

-AYAĞA KALK! MERDİVENİ GETİRİN!

-BU SENİN SORUMLULUĞUNDA!

Bağırıp duruyordu. Gergindi. Geç kaldığını biliyordu. Ancak havaalanına planlanandan geç geldiklerini itiraf etmek istemedi.

Cevap verdim:

-Onlara haber verdik. Bekliyoruz. Geliyorlar.

Tartışmaya devam etti:

- MERDİVEN GELENE KADAR İNMEYECEĞİZ. DIŞARI! ÇEKİL! BULUN ONU!

Daha sonra yangın yolu ile yakıt ikmali işlemini istedi ve aynı anda Yolculara bindi. MÜRETTEBAT geç kaldığı için yapıldı. Bu BAY Kaptan'ın sorumluluğuydu.

Böyle bir kadınla konuşmak gereken bir adam.

Yoksa ayrımcılık mı?

İş yerindeki pozisyonların ayrımcılığı olabilir mi? Bir Kaptanın Temsilci Yardımcısıyla bu şekilde konuşması mı gerekiyor?

İlginiz için teşekkür ederim.

01.02.2022'de PC-225 CIT - SAW uçuşunun Kaptanından özür almak için # 1'i talep ediyorum.

ve kaba muamelesi için parasal tazminat almak için # 2'ye ihtiyacım var

bu uçuşun ABD Doları cinsinden tek uçuş maaşına eşdeğerdir.

İlk olarak, kötü davranma hakkı ve sorumluluğu olmadığı için.

Bu kadar kaba KAPTANLARA sahip olduğumuz için şirketimiz "Pegasus Havayolları" için çok üzgünüm! (Bir tane daha vardı, bu başka bir uzun hikaye).

Bu sıklık yüzünden işime devam etmek istemiyorum.

Tamamen üzüldüm.

Eğer bu, KAPTANLARIN uygunsuz davranışlarından sorumlu personel tarafından çözülmezse, Pegasus Havayolları Başkan Yardımcımızı kesinlikle bilgilendireceğim.

I am going with a situation where i tried to re issue my open ticket. Actual ticket was from Karachi to Berin via Istanbul, but re issuing happened just from Karachi to Istanbul. I created multiple complaints and called the call center they instead of accepting their mistake they blaming me. That is very un professional. After 30 min of call with their call agent he said he is forwarding my request. No idea what is going on as i need to submit ticket in embassy. Very pathetic services.

Hello, dear Staff of Pegasus Airlines!

I want to inform about extreme rudeness of Mr Captain. Flight PC-225 CIT-SAW on 01.02.2022, about 04.35 am local time.

My name is Zhannat Saparova, Assistant Representative of "Pegasus Airlines".

What happened-

(1) We were expecting the Crew to arrive at 4 am at the airport. But they were late.

(2) When we came to the plane I sat in the front of the mini bus. We were waiting for the airplane ladder. Mr Captain of the plane told me straightaway:

-WHY ARE YOU SITTING?

-STAND UP! BRING THE LADDER!

-IT IS YOUR RESPONSIBILITY!

He was yelling and shouting. He was nervous. He knew he was late. But he did not want to admit that they arrived at the airport late than it was scheduled.

I answered:

-We have informed them. We are expecting. They are coming.

He continued arguing:

-WE WILL NOT GET OFF UNTIL THE LADDER ARRIVES. GO OUT! GET OFF! FIND IT!

Later, he asked for the fuelling process with FIRE TRACK and boarding the Passengers at the same time. That was done because CREW was late. That was MR CAPTAIN's responsibility.

Is a man supposed to talk this way to a woman?

Or is it discrimination?

May be discrimination of positions at work? Is a Captain supposed to talk this way to Assistant Representative? May be nationality discrimination? Or should he also receive a rude answer from me?

Firstly because he has no right and responsibility to behave in a bad way.

So sorry for OUR company "Pegasus AIRLINES" for having such IMPOLITE CAPTAINS! (There was one more, that is another long story).

I am not willing to continue my job due to this incidence.

I am completely upset.

If this is not solved by staff who carries responsibility for CAPTAINS inappropriate behaviour, I will definitely inform MR Vice President of OUR Pegasus Airlines.

Hope this situation will be definitely solved. And Captains will be polite and listen to answers they get.

Thank you for your attention.

On 7th December 2021 I bought a ticket from Pegusus office in Sabiha Goksen airport from Istanbul to Antalya. Due to bad weather, the flight was delaying and delaying, and I've decided to cancel my flight and take a bus instead. After I spent about an hour in order to retrieve my luggage, In the same ticket office the same officer gave me a receipt for my refund (which substituted only 66 percent of original ticket price) to my card, claiming that he can't give me cash because I bought my ticket with the card, and promising that the refund will come to my card within 3 days. Being tired after my sleepless last night, I haven't paid attention on the details and the name of the receiver, and only after my refund didn't come, I realized that the the receiver is a different person, with different card. Please see attached documents. I bought my ticket with VISA Sberbank, [protected] and this is not a credit card! Elena Repina

Gentle reminder
Kindly do the necessary action and refund the money to my account..!

Hi Walid,
We just want to let you know that we have made progress with the request for your refund.
Opodo booking reference: 8137691720
Cancellation
[https://www.opodo.com/images/email/transactional2/GEN/icon-tick-positive.png]
Prioritising
[https://www.opodo.com/images/email/transactional2/GEN/icon-tick-positive.png]
Processing
[https://www.opodo.com/images/email/transactional2/GEN/icon-tick-positive.png]
Refund requested to airline
[https://www.opodo.com/images/email/transactional2/GEN/icon-tick-positive.png]

Pending airline authorisation
We have sent all the necessary documentation to the airline and are currently waiting for a response. Airlines are currently taking 3 to 6 months to respond despite the fact that, under EU Regulation EC261/2004, airlines are bound to refund within 7 days. We will continue to follow up with them until we have a resolution.

Approved by airline

Finalising

We know this can be a frustrating time, so thank you so much for your patience and understanding.
For the most up-to-date status of your refund, get the app!
Get the app
[i] Sorry, you can't reply to this email, but you can contact us through the app.
[Opodo Prime]
[IATA] [Secured by Thawte]
© Opodo 2021. All rights reserved. Vacaciones eDreams, S.L. Sociedad unipersonal, c/ Conde de Peñalver, 5, 1º Ext. Izq., 28006 Madrid, Spain, with VAT number B-61965778. Registered in Commercial Register of Madrid, Volume 36897, Sheet 121 Page M-660117. Travel Agency Licence GC88MD. IATA-accredited agent. To contact us about your booking, you can do so immediately via our help centre, or by writing to Vacaciones eDreams, S.L., Carrer de Bailèn 67-69, 08009 Barcelona, Spain.

Statement of John Brunton, concerning experiences relating to the flight to Istanbul SAW on 21 October 2021 and the return flight to London Stansted on 27 October 2021

I have reason to complain in no uncertain terms concerning my experience when travelling to and from Istanbul on 21st October and 27th October. It has cost me a large amount of money and, especially on the return, considerable anxiety, from which I am still suffering
In the first instance, I booked the two flights taking care that the dates were correct and paid for the ticket assured that I would travel on the 21 October. It was only the day before the flight that I saw that the booking was made for 22 January 2022. I had never entered anything of that nature - that date had nothing to do with me - and I now realised that the travel date was wrong, and I had also booked the hotel. I called Pegasus and was told that the only way I could travel now would be to pay a further £366.14. This I reluctantly agreed, or forfeit the hotel booking and the trip itself. I paid the amount but did not receive confirmation. The same evening I had a call telling me that the fare had changed and I had to pay an extra £ 85 to travel. Again I agreed, although I knew that this was above a tightly-calculated budget. I am not a rich man and this extra charge would mean that I would take a long time to pay, but rather than lose all I had already paid and given the importance of the trip had little choice but to pay. I had chosen the flight in order to budget the trip and was now in debt by a long way.
The outward flight (PC 1162) did proceed without further incident. I am certain that a software glitch on the booking site gave this wrong date for travel: it was not what I entered and was probably reverting to a default. That is why I did not receive the correct ticket and ended up paying a difference greater than the cost of the ticket itself.

The return journey was the worst possible experience. I appeared at Rokcen airport on the 27th, two hours before the flight (PC1161), and with the documentation that I was advised to present. I was told that I could not board the flight. For the first time ever, I was told that I had to produce a `locator form, ' and had not even been advised of it, but now heard that I could not fly to London without it. I tried to obtain some help from the clerk, but did not gain any. I was effectively left on my own. I needed guidance, but this was not allowed me.
I asked to see the supervisor and was advised that he could be found on a different desk. He was even less helpful, telling me to borrow a smart phone to sign in to it from a passenger. He made no attempt to solve this problem, which was surprisingly different from the way I would normally be treated: I had bought the ticket, and it would be very shabby to leave me unable to go home for the want of some assistance. The supervisor became aggressive, accusing me of shouting (which I was not) and was extremely unhelpful. When the airport staff brought me and several others to him some time later, he shouted invective at me as soon as he saw me, shouting at me and refusing to aid me, in such a way that the others found disturbing. I did have a smart phone but I am new to its use, and it was difficult and then expensive to obtain the Wi-fi at the airport.
By this time I had teamed up with a young lady who had been denied entrance to the same flight for the same reason. This `locator' business and we were going to whatever places that could give us help, but were always sent elsewhere, often back to the same people we had seen. We could not have any help from anywhere, and the flight we had booked closed and left without us. The airport representative told us that we were `not alone' and there were several people in the airport refused travel for the same reason; we had a third person stranded for the same reason in our number for a time.
I had to consider a new flight, knowing that it would put me in serious debt, but had to get home. I had serious technical difficulties registering online on my smart phone for this locator form, and was then unable. Without this documentation I was unable to travel, whatever ticket I bought After several hours of this business, which was causing considerable stress, I went at random to an airport employee at a ticket sales booth and explained my situation. I was surprised at his helpful and diligent manner, and although there were difficulties over this locator business, he resolved the entire matter with far less difficulty than I had seen before. I booked a new flight and this employee produced documentation that was quickly accepted by the check-in clerk. It was 9.25 at night when the plane finally took off with me on it. Although I had scheduled to be home by late afternoon, it was nearer midnight when I reached Stanstead; a very long day fraught with frustration and anxiety. The last train was about to go and by the time I reached London the last tube had gone. I had to travel by a series of night buses and at the last stage walking a mile uphill with heavy luggage; not easy for a disabled person. As a result of the harsh conditions and the anxiety, I have been ill ever since.

While the British government can be held responsible for their failure to make known the `locator' form stipulation and the ridiculous methods they used to access it, it was Pegasus who failed in their duty to deal with what was a serious problem when its passengers had bought tickets in good faith, without any means of knowing about this extra piece of paperwork. There were several in this situation besides myself, but they made no attempt to solve the problem. I was told of what was on the website, but we all booked through another site and were told nothing of it. In any event we were all denied our flights and left to our own devices, which no reputable airline would tolerate. I was amazed that the ticket sales booth employee (an airport worker, not of Pegasus) resolved the matter so speedily after Pegasus had shown no willing to help me. The supervisor for Pegasus could with a smartphone have rendered the same service in time for the 11.25 flight and allowed us to travel as scheduled, but instead showed himself unhelpful and aggressive.
As the other people involved I acted in good faith, with the documentation we were instructed to produce. We were all shocked at the way we were denied the flight we paid for, and had no help from the Pegasus staff at all over it.
I have yet to begin the claim for compensation, having no doubt of the default of Pegasus, but thought it in order to inform you of the situation first, before making a formal claim. I am £918.84 in debt due to the failings of Pegasus over the two flights, which will take some time to pay, given my situation, and I believe that a refund, partial if not complete, of the moneys spent from the 21st of last month to the 27th are in order, none of which should have been necessary. My credit card account was clear before this matter arose. Please do not offer a voucher of concession on future flights, as I have no desire to travel to Turkey again or by Pegasus. I will give some time for you to respond before starting further claims.
My mobile number is [protected].

John Brunton

Last month (September 23, 2021) I flew Pegasus Airlines from Tbilisi to Istanbul. I did not book your airlines actually. My original flight on another airline was changed at the last minute. I received notice on the way to the airport.

When I arrived at the airport, 2 hours early for an international flight, I was told one bag was overweight (and it was extra). The check-in desk did not allow me to remove things from the overweight bag (5kgs) and put it in the underweight bag.
When I got to the desk to pay for the extra bag, they claimed their "system" was down and they didn't know the actual costs of the extra bag. Instead the woman made me wait for almost 1 hour, nearly making me late for my flight. Then she finally called someone. On the phone I heard her say one price, and the final price she told me was more than double! She forced me to pay $600 (484 Euros) for 1 bag + 5kgs! That's more than twice what I paid for my flight! I told her it was too much, and it cannot be correct. She told me, "pay or don't get on the flight". The staff at Tbilisi airport was extremely uncaring, unhelpful, and rude. I don't believe $600 is the correct amount, and I am asking for a refund. At least partial refund. This should never happen to anyone. She took all the cash I had for my travels! And, the receipt was nothing official.

I have complained already, but no one has responded to my previous messages. Please do something about this or I will be sure to let everyone I know hear about the terrible service. I'm part of a women's travel group with over 100, 000 women and I will be sure to let them know NEVER FLY PEGASUS! Do something about this, please.

I was boarding my return flight to Rome from Istanbul with my 2 traveling companions. None of us had COVID tests but we all had vaccination cards and Italian residency cards, along with our US (2 of us) and Costa Rica (1 of us) passports.

One was allowed on the flight, me and my other companion were refused and told we needed a negative COVID test in order to board. I had my vaccination card and my Italian resident card, which should have been enough to re-enter Italy.

My companion and I went to the testing station and returned with negative COVID test results. He was allowed to board and I was unable to. There was a lot of confusion and delay at the counter and the flight was allowed to leave without me.

As a result, I had to pay for a Taxi to Istanbul airport and pay 390 Euro for a return flight on another carrier. I would like to be compensated. There was no excuse for not letting me board the aircraft with my two companions.

This happened on September 26, 2021 at the Istanbul - S Gokcen airport, on a direct return flight to Rome Italy.

Reservation number (PNR) A33U2Y - John Alexander Russo III

Please note the following. I was at Pegasus reservation desk at SAW airport. They charged my credit card for a ticket but they are not able to issue and complete the reservation. So there is no ticket or reservation has been made. This is really a serious problem with your reservation system. Pegasus charges for reservation without holding the reservation until payment finished. Pegasus has gave me a credit refund but I have been waiting for 3 weeks now and pegasus did not refunded my money.

Any way, I have attached you with my previous email to pegasus a refund slip. They have asked me for a reservation number which I do not have since no reservation has been made. Pegasus need to act according to this credit slip that issued by pegasus. It is totally not acceptable, as an airline, to create problems for your costumer and you ask me to solve.

Hello its Nataliya SHTILMAN. I suppose to fly on Pegasus airlines ( group of 3 people) on May 8 From Moscow to Antalya, then Antalya to Istanbul, then from Istanbul to Moscow. Due to COVID restrictions air traffic was prohibited Russian citizens to enter Turkey, therefore Pegasus canceled flight my Moscow to Antalya flight, but no refund was issued from April 26. I contacted Pegasus many times on the home and by email they always telling me it's approved partially and it takes time for refund to get posted. But it's going for more then 3 month. It's ridiculous. In addition they telling me that they may refund some money for one leg of my flight Moscow to Antalya, since the other flight were not cancelled ( Russians can leave Turkey) . I try to explain that if I can not enter Turkey (all flight suspended during the month of May) I can not leave thee county, therefore all legs of my flight need to be canceled and refunded to me. However due to a bad customer service Pegasus unable to users tend an issue.
Please help me to get my refund
My email: [protected]@yahoo.com
Phone: [protected]
Sincerely,
NATALIYA SHTILMAN

Flight PC 1182 from London to Istanbul on 24 Feb departing on 12:50 PM London time from Stansted Airport. My name is Rana Kharrat, I booked my ticket on Pegasus through cheapoair, booking confirmation number is: [protected] and Airline Confirmation is: WNQAV5.
On 23 Feb, I paid online for extra 30 KG on the flight, by this I was allowed with 50 KG in total. I arrived to the check in on 24 Feb and provided two suit cases (both weighed 45 kilos), the lady on the counter with black curly short hair asked me about the COVID-19 application I should fill in order to be able to travel to Lebanon. I downloaded the app and it showed how the tracker works. She told me that I need to figure out the location and made me remove my baggage for another passenger. I went back again to her explaining that it will not take the location in Beirut, the tracker will take my location in London for now and when I arrive to Beirut, it will take my quarantine location. She said I don't know how it works, you need to figure it out with a very rude face and body language! She said that she needs the email they sent you and the code. After I searched in the app, I found a code and explained again to her that this is the only code on the app and that I did not receive an email yet. Finally, she made it work without the email, and she did not tell me anything about my handbag or backpack, and that I am not allowed to have a handbag and backpack on the plane, although I was allowed for extra 5 KGs in the luggage, I thought I should have them both on the plane. When I arrived to the gate and we were entering the plane, another lady with a brown tailleur and long straight hair told me that I am not allowed to have them both. I told her that I already paid for extra 30 kilos online and I still have 5 kilos extra that I did not use, she said you should have sent it with the other luggage, I said that I did not know that and they did not tell me that on the check-in. She said in a rude way: They do not need to tell you that, you should read this sign that is present at the check in and gate. So she said you have to pay 65 pounds! I told her that I have cash, she said we do not accept Cash, you have to pay with your credit card. I told her I do not have a credit card, she said: you have cards there in your wallet, you can pay! I explained that those are Lebanese cards that I cannot use outside of Lebanon! (We have a restriction on USD credit cards since one year and since the collapse of the Lebanese Lira and we are not allowed to use our credit cards outside of Lebanon.) Then I suggested to call my sister and she can pay with her credit card (as I did for the online extra luggage payment), she said it is not possible, you have to use your credit cards. I asked her what other options I have, she said: you can throw your bag in the bin right there! Then the other lady from the check in with the curly hair came again, and when I told her that you did not tell me that I need to put my handbag with the other luggage, she said you did not show it to me! I told her it was with me, should I show it to your face so you ask me about it? The two ladies were very rude, it was the first time that any airline staff deal in that way with me, saying you can throw your luggage in the bin write there with a cold blood. What if I don't know how to read English, what if I did not see the sign that based on it she told me that they don't have to tell you! It is the staff responsibility to tell you that the back pack is considered as a hand luggage and that you cannot have any other on the plane. I have never encountered such a treatment at any other airline. Because I already paid for extra luggage, she should have told me that on the check in or took it in the luggage on the gate as I am allowed for extra 5 kilos that I paid and did not use on the check in. In the end, I had to throw half of my clothes, put everything that was in my backpack in the suit case and through it as well. It is not fair to treat people in that rude way, having 2 staff not respecting you and talking to you in a very rude way, although I paid for extra KG ahead of the flight so I do not face such issues. I attached the invoices of the extra luggage I paid, using my sister's credit card. I want a refund of the 5 KG that I did not use considering that the clothes and the backpack I throw in the bin worth more than the 5 KGs. It is really important to tell your staff how to deal with passengers and how to remind them of the rules and do not rely on the signs as not everyone notices them or even know how to read them. Rudeness is not acceptable and dealing in a passive aggressive way with passengers will make you lose customers. I hope the issue will be solved and that you get back to me with the measures you have taken. Best, Rana Kharrat

Hej!

I am writing to inform you that I am unable to change or cancel a flight on your website and mobile app. I always get an error! I tried several times to do so!

PNR> VGSKRR
Passanger> Jumana Swaid
Flights details> Bireut TO Istanbul (21.12.2021)
Istanbul TO Copenhagen (21.12.2021)
See attached!

I want to change or cancel the flights, but I cannot! What can I do?

They cancelled our flight and let us wait for 10 hours like cattle.

We had no assistance neither any type of help.

Afterwards they gave us some refund paper.

After 10 months they still didnt return me money and they do not reply on my mails.

Besides that their customer service was very rude and they also lied to us that they will pay our hotel in which we were forced to go due to cancellation.