Pegasus Airlines
Reviews and Complaints

Sunday 11th of aug.-2019 flight PC1273 from Istanbul Sabiha to Oslo at 10.40, gate 305b. I had a terrible experience with the boarding staff. It was a blond man who was bording alone. I am pregnant and travelled alone and got sick and tired when I was standing in the line. when I went to ask the guy help he was shouting at me, threw my passport and bording card away and denied me on the plane. He told me to stand in the line. I tried to tell him im pregnant and cant stand in the line but he didnt want to listen to me. Many passengers saw this terrible behaviour against me and one turkish guy tried to talk to him and he didnt want to listen. I got really sad and was shaking. After everyone had boarded I asked him; what do you want me to do? this is not how you treat the customers, specially pregnant woman. At last he let me go on the plane. This is the worst I have seen and experienced and if I had my husband with me it would have gone bad. This is the worst service experience in my life and I will never travell or recomand pegasus to anyone! I hope you deal with this person.

On August 7th I travelled alone with my 2 year old daughter from Istanbul to Rome. I was on flight PC1221.
Upon arriving at the check in the agent was very unfriendly and not helpful whatsoever. My daughter was a little difficult to handle and nobody there seemed to understand the situation or offer any help or even just a smile. Instead they charged me 150 EURO! for overweight luggage! Overall I had checked in 2 normal size and one carry on! I was allowed 40 kg! They asked me to empty my luggage as if they were making fun knowing that of course I would not be able to do it with a small toddler that is running around. I never understood how much they charged me for each kilo and why in EUROS! I ended up paying MORE money for my luggage than my 2! Tickets I had purchased for my daughter and myself! I just gave them my credit card and looked after my daughter. They in fact charged me 150 EUR! This is a complete rip off! Every other airline gives free check in for stroller, and car seat and baby bed! which I didn't have but charging me 150 EUR for 10 kilos more is outrages! Then after we went to the gate and the boarding started as usual for Pegasus minimum a half an hour late! They didn't even give priority to families with children! I had to scream and force myself thru the crowd to ask the floor stewardess why they don't give priority to children? She THEN AFTER took me in before the others! I had to fight for it! This is absolutely outrages and by far the worst airline experience I have ever had. Next time I will pay a little more and by from a decent airline that is more professional in how they handle their customers! Cause at the end of the day they rip you off for no reason at check in and you end up paying more than double! I want a refund!

To whom it may concern:
On the 10th of July, our first flight from Copenhagen to izmir took off with a stopover in Ukraine. When we arrived in the Ukraine, our luggage was late. This delayed our exit from the terminal. We finally got them around 02.25. The next flight would depart at 02.55. And it did, but without me and my brother as passengers.

We were incredibly mistreated by the staff at Pegasus when we explained our situation. After a lot of if's and but's, we were granted to speak to the head of the airport (Mr. Edvard Piskokha) who told us that the best solution for us would be to find our own way to the larger International Airport in kiev as it was bigger and had more flight. They did not offer us any compensations. This meant that we had to pay for an Uber, purchase new tickets as well as accommodate our own food to Izmir.

My question concerns where to report this when I want to be financially compensated for my trip, and that I have also lost financial aid as my business meeting had to be cancelled due to this mistake.

Mvh.
Saleh M. Mbamba

All of the details concerning the exact flight numbers have been attached.

Dear Manager,

I'm writing this formal complaint for your urgent investigation and response.
This is a serious failure of your service and of your staff at Sabiha airport which you should take full responsibility.
I have booked a ticket from Istanbul (Sabiha Airport) to Barcelona on 14th July 2019, flight no: BC1093. With reservation no: 8M299P- Pegasus airlines, the flight was supposed to depart from Sabiha airport at 13:30 to reach Barcelona at 16:15
I arrived at Sabiha airport 3 hours before the departure time, as recommended, with a confirmed valid reservation, valid Schengen visa to Spain and a valid passport. I was shocked and extremely disappointed from Pegasus staff at the check-in counter who treated me in a very unprofessional and humiliating way. They denied my access to the flight and discarded my boarding card after issuing it, hence I was not able to fly. They behaved in a very rude way without any clarification or explanation of why this happened.
As a result, I lost a large amount of money, in addition to losing my business meeting as was planned.
I managed to buy another ticket with Turkish airlines later on the same day and managed to leave for Barcelona at 20:10.
I would like to investigate this matter urgently with a full explanation of why this happened.
I would also urge you to compensate for my financial and psychological loss.
I request a full compensation of the expenses caused by your unreasonable denial of my access to the flight I book including:
• A full refund of my ticket from Pegasus
• Compensation for the lost business meeting
• Taxis, meals, hotels and similar expenses
• You should also arrange for training for the staff
Find attached evidence to support my complaint
Looking forward to hearing from you very soon

Mr. Hazem Toman
Businessman
[protected]@hotmail.com
Mobile: +[protected]
17/07/2019

I have booked thru your website these three Tickets:

1- PCS2308944564
2- PCS2308944565
3- PCS2308944566

First of all your web-site showed the flight PC1703 was direct flight from Erbil/ Iraq to Istanbul/ Turkey. After I paid the money we received e- tickets showing there is one stop in Ankara, I'm not satisfied from your service at all this is called lie, I'm money and time just because of your web-site.

Hi, i had conected flight from
Sharjah - Istanbul - Copenhagen but due to late arrival in istanbul my flight.
I understand its happen but unfortunately my next flight was rebook next day and i had to apply for visa which cost me $109 plus hotel charged £77 as my hotel was booked and paid in advance, which was out of my budget and therefore i would like to request to cover at least my cost.

Everyone has budget and some times unusual things really effect pessenger and covering my cost will be appreciated.

Please find attached
- My paid hotel booking (1night was missed)
- My old pegasus air ticket
- new(rebooked) air ticket
- turkey evisa
- screenshot for payment of visa

If you required any more information don't hesitate to contact me on [protected].

Regards

Saad amjad

Good morning,
I was trying to book a flight on 26 of February. However the Amount was debited from my card without booking the ticket. I called my bank (QNB) and they confirm the
Deduction in USD. I also contacted your angency in Doha whom refered me to istanbul's angency. I was told that the hold will be removed in 1 month. But I still didn't get anything back for almost the third month.
I'm Looking forward to hearing from you soon.
Regards.

[protected]@gmail.com

My name is Manal SULTAN, I was a passenger on Pegasus airlines flight no PC924 with my child Alma Alfattal
I prevented from continuing to travel to Beirut Lebanon, knowing that I'm legally traveling. I'm Syrian and I live in Nederland, I have a Dutch ID card. My passport is valid until 2024 with visa Schengen type D. After I arrived Istanbul s Gokcen airport they didn't allow me to continue my trip to Beirut, arguing that I don't have exit stamp from Lebanon, with the knowing that I have a renewal passport from Syria, the exit stamp on the old one and usually I don't carry the old one when I travel, also when I reserved the tickets nothing indicates that, Besides I asked the airlines employee in Brussel and I called airport Lebanon general security in Beirut, all of them assured me just I need passport valid and European residence to go to Beirut nothing else. We have been treated badly by the staff of the company in Istanbul airport, they didn't care about us as a passenger, so we spent all the night in the airport without any help, we were cold and tired and my child was crying all the night. In addition I lost my luggage, I didn't find it when I come back to Brussels . Can you contact me as soon as possible to correct this situation, I would appreciate a prompt response.
[protected]@hotmail.com
[protected]

Dear Madam/Sir

My name is Moonam Hached and I am a resident in the State of Qatar. I am a doctor and specialist at the Ministry of Education and High Education in Qatar.
I flew with my wife from Doha to Istanbul and back to Doha on board of Flight PC 602 to spend a week-holiday in Turkey. The flight details including our names are enclosed in the attached document.
Yesterday nigh, t and at the departure gate, we were the object of a humiliating treatment from the part of the staff in charge of the check-in at Gate 307 B.
To start with, it happened that my wife renewed her Tunisian passport here in Doha, but forgot to renew her Qatari ID to include the number of the renewed passport. The Qatari Customs Officer gently drew our attention to the necessity of renewing it as soon as possible and mentioned that there should no problem with us during our visit to Turkey at all.
Unfortunately, the check-in staff at Gate 3017 B made such a scandal of it. First, they just didn't want to tell us about the nature of the problem and started asking very strange questions to my wife like if she has ever been to Qatar and other irrelevant questions. I told them I am her husband and sponsor and asked for clarifications. The airport's surveillance cameras will show you how bad your staff were talking to us and how rude they were addressing a respectful lady, a school teacher of the age of the mother of any of them. Then suddenly, one of them, a blond gentleman asked us if we had any Qatari money and when I asked him for the reason, he went furious and kept repeating that my wife will not travel back to Doha in a very rude and angry way. At that very moment, I knew that I had to calm down and talked to him in a very nice way and literally begged him to take it easy with us. I informed him that we have our son and daughter waiting for us in Doha and that they would be panicking if they would't see us at Hamad International Airport. I also told him I was ready to pay whatever amount he wanted if necessary. Strangely, he asked me to show him Qatari money, yes just like that, and I had to open my hand luggage in awe and embarrassment in front of all the passengers who were queuing and getting ready to board the bus. Again, your surveillance cameras will translate every single word of what I am telling you no into action. So, I showed a QR 500 note and he just asked us to sit down and wait. In a very curious way, the gentleman asked me if that was really Qatari money and all the passengers answered on my behalf and confirmed that was Qatari money. Until that time, I still didn't know what he wanted to do with the money exactly because, to the best of knowledge, all money transactions for the Qatari Ministry of the Interior, all payments are carried out via credit cards only. Then, we didn't know how he came to change his mind and let us go through the check-in and take the bus to board the plane. I think he realized how he and his colleagues were inconsiderate and completely unprofessional in the way they tackled a trivial issue and decided to avoid any embarrassment before their superiors in case they took the case further. Before he let me go, he even dared to check my passport and Qatari ID for a second time as if trying to find something wrong with my documents to prevent us from going back home.
The Qatari authorities would have certainly been very unhappy to see one of the country's resident and his wife treated so unfairly. We have been in Qatar since 1993 and we have travelled on board of Turkish Airways so many times. Unfortunately, this is our first and, I guess, our last experience with Pegasus Airlines.
No need to tell how scared and shocked my wife and I were because that was not exactly our idea about the professionalism of Pegasus Airlines staff and Turkish hospitality. That rudeness and lack of consideration to a lady totally undermined every beautiful moment we spent in Turkey. Above all, my wife swore never to go to Turkey again and that's a shame because that was not our first visit and I just don't know how to convince her to change her mind about a very beautiful country that we consider a very strong ally under the leadership of an exceptionally considerate and thoughtful man as Mr. Erdogan.
Once more, the check-in staff could have been perfectly correct that there was something wrong with a passenger's details; however, they need to learn how to be nice, reassuring and positive to people. They should have been able to figure out that we would have never been able to leave Doha in the first place if the issue was as serious as they claimed.
Dear Madam/Sir, I will leave it entirely up to you to figure out what kind of resolution or compensation we demand. The psychological damage and emotional shock your staff caused us is beyond description as my wife didn't stop crying during the flight back to Doha and, instead of resuming our daily life in a positive and good mood, I am resuming my work as tired and as depressed as ever.

Thank you so much for taking the time to read my complaint and I look forward to hear from you soon.

Yours sincerely

Moonam Ben Ali Hached

Mob: [protected]
Email: [protected]@yahoo.com

I've had the worst experience with Pegasus today. My travel route was Hurghada to London via Istanbul airport S. Gökçen. I bought tickets in advance, long before my travel, both flights were Pegasus and this is how your provider offered it to me.
Hurghada. First of all man on a desk told me that I'm in the system only as a traveler to Istanbul and my luggage will go to Istanbul only and I need to collect it and check in again but if I ask Pegasus information desk in S. Gökçen airport they will help me, he assured me with the smile - Don't you worry! You just go as a transfer. I showed him my full travel route and e-tickets but it didn't change anything. As I arrived with 40 minutes delays from Hurghada to S. Gökçen very stressed about my luggage and what I need to do here and plus don't miss my flight to London. I went to Pegasus information desk, men there were very unhelpful and rude, had one answer go and get your Turkish visa, get your luggage, check in again, go through security. I asked another airport stuff at of there any chance they can get me quicker through the queue, he said no and there were probably 200 people before me (another question - how would I pay? I had some English pounds or Egyptian pounds, why would I have dollars or euros if I've never planed to come to Turkey?), very is the common sense I don't understand. To say I was frustrated it's to say nothing, I thought to myself - ok, I need to get my luggage because eventually I'm going to loose it forever and I had my very important medicine which should be kept in ice. The queue for the borders to receive the visa was enormous, thank you to very kind people from different countries they let me jump the queue a little bit. While I was standing in the queue I heard that some American citizens in the same situation as me and police man said - no, you go to transfer, - but transfer send you to police, what a circle! Or circus? No one can help, there is no system or knowledge, everyone just so ignorant and no one care. One great think helped me that I've picked up my Russian passport along with my British one, thank god and officer let me trough without paying visa fee. I collected my luggage last one on a rail and rushed to Pegasus check in, again airport stuff is very unhelpful when I tried to ask them questions. I thought it was their job? Another two queue were waiting for me - check in and security departure. Thank god I didn't missed my flight. Great visit! welcome to Turkey. Probably never again with Pegasus, wouldn't suggest it to my friend nor family.
I've got a reply from you that my reservation were made as separate ones. How come? I booked them both as London - Hurghada you gave me this option via Istanbul. There is no common sense why are you doing this or why is your system made like this to confuse people. Even Turkish authorities doesn't understand that and I agree with them there is no logic.

I bought ticket from lebanon . all my document are legl.Ihave traveld many time to lebanon. This is the first time to me to travel with you. at the air port the staff there woudnot give me boarding ticket. I calld
Turkish Consulate and they said they do not ask for visum if I just gonna pass to libanon. I would not stay att all in Turky. Now who is going to compensate my loss?
I called all your call center they were not usefyl.
my name Mohamed Saleh. ticket nr: 624-[protected]
Regards

fligt number PC 1279. Time 08:00. 28/2-2019. from istanbul sabiha airport to Arlanda Stockholm.
Hello,
I need to do a complaint towards the staff at sabiha airport in Turkey.
I am writing instead of my father who was a passenger on your flight.
His bokningsnummer is : 1910843 from Iraq to Stockholm he had one checked-in baggage and one cabin baggage. The cabin baggage weighted less than 8 KG. One of the staff in Turkey tagged (attached) his cabinbaggage with greentag whitout taking its wight or measurements. My dad asked the staff Why! but he didn't answer and kicked his baggage and then went away! Then at the gate, while boarding, another rude female staff made my father pay over 850 kr and taken his baggage to the cargo! upon taken it to the cargo, they didn't put a fragile tag on and this has led with two broken vases that he bought for 200 dollars. He even asked them for a fragile tag but they didn't listen. The staff at the gate were very impolite, they have also accused my father for lying when he argued about his bagge weight.

Regards,

4 hour delay 3 hours of which we speant inside the plane, after paying for meals online the stewards refused to see the tickets for proof. This is only on the way to the stop over in turkey, does not have any customer services in uk. Turkish customer service doesn't speak any english, you can't make this stuff up. When complaing at the desk you are told to contact the number were staff just hang up on you or speak in turkish.
The rudest and most inconsiderate staff of any airline. Would rather ride a hedgehog then use pegasus, simply the worst. Awful

I flew from Vienna, Austria, (January 7th, 2019) to Tirana, Albania. With a connection in Istanbul, Turkey.
When I was picking up my luggage in the end of the curse, I found out that one of the wheels were broken. Not only this, also, I realised that whoever broke it, tried to fix it with tape, what didn't work, of course.
I made a official complaint in the airport and they said it was my right to complain to the airline and ask for a compensation.
More informations about the flight in the photos.

Hi, we have arrived on Sunday, 11.11.2018 to Prague from Turkey, flight number PC301. Immediately after arrival we've discovered two out of three baggages that are reported damaged. *1.Baby stroller has scratched leather handle and plastic part on that handle. This happened during flight from SAW/PRG. Purchased in 2017, value 5000CZK. *2.Big Suitcase, very new one, purchased Oct2018, price 3500CZ, broken through site near zipper, most likely wheel or something sharp must have been pushed through the site of the suitcase site near zipper. My cell ph: +420 [protected]. File reference number given in PRG airport when reported damaged bags is: PRGPC11157/11NOV18/1234GMT. Just to let you know, on the way from PRG to SAW nothing was damaged; on the way back lot of people travelling with us had damaged bags. I wonder how baggage is cared for in by Turkish airport people. I tried to log an application as they advise you but I can not submit, somehow due to wrong telephone number, but really I think that is only excuse for them not to deal with customers with broken or damaged baggage. This is ridiculous, how can I contact them? Strange. Thanks, KStadnik

I came back to bag retrieval to find my beoken luggage. Two holes in my suitcase and two wheels dropped off!

That caused MAJOR inconvenience because I had a pram to push as well, travelling with only my infant.

I would like my replacement suitcase/refund and compensation for making me struggle with a baby and getting to my taxi.

The taxi driver had to come and get me, which added time to his schedule and broke his rules for coming out the car (uber). He waited so long because I couldn't get to him!

Hello. I am Khava Selimkhanova 24.06.1992 traveled with their airline Pegasus PNR number YQMJDA, from Grozny to Oslo on 12.08.2018 with my children. I'm wondering that when I paid for airline tickets I paid the same price for all the kids and myself. But the smallest children did not have their own seat and put my grip on me all the way. So I wonder why I had to pay full price for the smallest child if you did not give her her own seat. Is not it that if I pay full price, does not she have to have her own place? I want to know why I pay for the children of two who are on the run. I want my money I paid for the least children back if that's their fault. Otherwise, I would like to have a good explanation of why why I paid for tickets at full cost if my child had to get caught up with me all the way. Sincerely Khava Selimkhanova

Pegasus refused to load my lithium battery along with me on flight when I was traveling from Qatar to Turkey
They said the reason for refusal is that the battery exceeds 160watts
Even though their own web site states limit is 300watts and IATA rules also states 300wat max limit
Just check your own web site
https://www.flypgs.com/en/useful-info/info-about-flights/general-rules#2103

Booking Number [protected].00 fight CPH-SAW
I was intending to board the 14.00 flight in CPH to Sabiha Gokcen. I left Nørreport station on the Metro at 12.36 and arrived at CPH at 12.51. I lost no time and hurried through Terminal 3 where the check-in board showed the flight on the electronic check-in board but with no check-in gate displayed. I rushed to the information desk between terminals 2 and 3 and was directed to Pegasus check-in. But when I arrived at the check-in point at 12.57 it had closed and no check-in staff were present. I watched the check-in board flip for 12.57 to 2.58 and was told by a nearby person manning a check-in for another airline that I should go to Aviator to check in there. I didn't see Aviator immediately but I was at the desk at 13.04 and I was told the Aviator staff that I had been at the Pegasus check-in on time (within one hour before the fight as measured by the airport check-in display) but check in staff were absent. The Aviator staff said that the Pegasus check-in had closed some 10 minutes previously. The representative phoned Pegasus but were told that I had reached the check-in too late. I strongly disagreed. I was at the Pegasus check-in at 12.57 and hence at least 1 hour before the flight.
I diverted to Turkish Airlines at a new cost of EUR915.00. When checking-in on Turkish airlines the check-in staff agreed that the Pegasus check in for the 14.00 fight had closed "too early"
I have a lot of collateral damaged from this premature closure of the check-in but please refund my ticket cost in full. Had the check-in counter been displayed at 12.51 I would have been able to get to the check.

I'm writing you to complain as was faced with the impossibility of booking an extra luggage for my Beirut/Amsterdam flight MXQVY7 happening on September 26.

I only had the right to a 20kg luggage, which was not enough as I was moving to the Netherlands. I wanted to book an extra luggage, but there was no way to do it:
- OPODO, through which I booked, didn't offer the option online.
- The PEGASUS website, on which I had to search myself to find the section, was not working.
- I called Pegasus Beirut several times, but no-one was answering.
- I called the Beirut airport for the Pegasus desk several times but the phone was always busy.
All this happened during several days before the flight, where I was trying with no result. I kept trying until the morning of my flight, where I was still trying to call or book online but nothing was available.
Please find all the proofs attached (screenshots), as well as the proof of payment.

As a result, when I arrived to the airport I was charged 180 USD for my 10kg extra luggage, so 18$ per kg, as a regular overweight.

This is absolutely scandalous, I am a student and this sum of money is totally beyond my possibility, but I was left with no other choice.

I demand to be reimbursed very quickly.

Thank you for your understanding.

Best